The player from Russia's account at MostBet had been frozen. She had completed all required document and video verifications back in February, however, at that time, she had received no update or outcome, and it had been over 60 days. Additionally, she couldn't access her account, as it showed incorrect username and password errors. After the player had provided all necessary information and proofs, we had invited the casino to explain their side. The casino then informed us that the player's account had been unfrozen as a result of the verification on 13.05.2024. The player confirmed that her account had been unblocked, verification had been passed, and money had been withdrawn. We thanked the player and the casino for their cooperation and marked the complaint as 'resolved'.
Igrač sa ruskog računa na MostBet-u je bio zamrznut. Ona je završila sve potrebne dokumente i video verifikaciju još u februaru, međutim, u to vreme nije dobila nikakvu ažuriranu informaciju ili ishod, a prošlo je više od 60 dana. Pored toga, nije mogla da pristupi svom nalogu, jer je pokazivao greške u korisničkom imenu i lozinki. Nakon što je igrač dao sve potrebne informacije i dokaze, pozvali smo kazino da nam objasni svoju stranu. Kazino nas je tada obavestio da je račun igrača odmrznut kao rezultat verifikacije 13.05.2024. Igračica je potvrdila da je njen nalog deblokiran, da je verifikacija prošla i da je novac povučen. Zahvalili smo se igraču i kazinu na saradnji i označili žalbu kao 'rešenu'.
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