MostBet Casino - Povlačenje igrača je blokirano zbog tehničke greške.

Hello, 

I am filing a complaint against Mostbet Casino because they are blocking my withdrawal capability due to a technical error on their side, and their support is completely ignoring the issue.

This issue has been ongoing since May 18th. For the last few days, I have been trying to complete my profile verification by verifying my phone number. However, the system is completely broken. When I click the verification button, nothing happens – no SMS or call is received. 

I opened the developer console (F12) on my PC to inspect the issue, and the system shows a hard server-side error: HTTP 429 (Too Many Requests) for the send-code.json file. This means Mostbet's server has rate-limited my account/IP, completely preventing the verification script from working.

I contacted their Telegram support. At first, they gave me generic responses (change browser to Chrome, etc.), but after I provided full visual proof and screenshots of the F12 developer console errors, they admitted it was a technical failure. On May 21st, the support representative confirmed that my case was forwarded to the technical department and promised that a ticket number and email response would be sent within a few hours. 

It has been over 24 hours since that promise, and I have received absolutely no response, no ticket ID, and no email (I have also checked my spam folder). My funds (2589 PLN) remain trapped because of a technical glitch that the casino refuses to resolve manually. I have all the documents ready for manual verification (ID photos, selfie, deposit proofs), but the casino keeps me in an endless loop of unhelpful support.

I kindly ask Casino Guru to mediate this issue and request Mostbet to either fix their server rate-limit or verify my phone number/account manually so I can proceed with my withdrawal of 2589 PLN.

My MOSTBET id 277282700

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MostBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account verified, besides the missing phone verification?
• Have you tried to initiate the verification from a different device?
• Have you achieved your winnings with the help of a bonus?
• Further evidence can be shared with me via email at tomas@casino.guru, and screenshots can be posted here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas, Here are the answers to your questions:

1. Is your player's account verified, besides the missing phone verification?

Yes, my personal data is filled out, and my email is fully verified (it shows a green checkmark on the website). The phone number is the only missing part because of the system error. I also have all my KYC documents (ID card, selfie) ready to be sent, but they haven't requested them via the official panel yet.

2. Have you tried to initiate the verification from a different device?

Yes. I originally tried on my iPhone (using both Safari and Google Chrome browsers). After experiencing the issue, I also tried on my desktop PC. The exact same error happens on all devices. The browser console on PC explicitly shows the HTTP 429 (Too Many Requests) error, which proves it is a server-side block on my account/IP, not a device issue.

3. Have you achieved your winnings with the help of a bonus?

No, I achieved my winnings using my own deposited funds, without any active bonus.

I will also forward the screenshots of the F12 console errors and my chat history with Mostbet support.

Thanks for your reply.

Has the casino provided a fix to your issue?

Have you received any assistance from support since your last post?

Please let me know.

Dear Fugas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru