MostBet Casino - 一般ディスカッション (3ページ)

40 seconds? How many questions have you been asked? If any....🤔

I mean, I have never heard about such a quick verification call. Anyway, I hope all will end up well for you. But if you could use some support, come back and update us, ok?

We'll be here.

2 questions. 1 do I play somewhere else. 2 how many accounts do I have on Mostbet.

2 питання. 1 чи я граю ще десь. 2 скільки у мене аккаунтів на Мостбеті.

Necessarily. The last answer is theirs. They write that the check is according to clause 2.9 of the rule and then 7.9. They don’t know what they are doing.

Обов'язково. Остання відповідь їхня.то пишуть що перевірка згідно з пунктом правила 2.9 а потім 7.9 самі не знають що роблят

Hm, so I would say there are not enough questions for a verification call and I find them a bit irrelevant, although this is my opinion. 

However, I have looked at point number 2.9 which says this: "The verification period of the documents and other details is determined by the Betting Company, and normally takes up to 60 days, but it can be more or less depending on the complexity of the case."

This is quite a long time for the casino to process the KYC. We give the casino 14 days to do this, so if nothing happens by then, be sure to let us know. 

I have one more question. Does your case concern sports betting ? 

necessarily, 14 days from today or from when the call took place? no, I won in kazeno, but I placed bets on their domestic currency

обов'язково, 14 днів від сьогоднішнього дня чи з того коли відбувся дзвінок? ні я в казено виграв, а ставки я ставив на їхню внутрішню валюту

14 days from the start of the KYC. Okay, I asked mainly because we don't deal with sports betting because we don't have experts in it, if I wanted to make sure. So can you confirm how long your verification has taken in total ? 

The verification date started with my first top-up, it was 09/13/2023 and continues until now, here is their first response now they don't respond to emails at all

Дата перевірки почалась з першого мого поповнення це було 13,09,2023 і триває до цеї пори, ось їхня перша відповідь тепер вони взагалі не відповідають на листи

Hello.

I tried to translate the email per Google Lens, but you would not believe what I got... Could you perhaps copy and paste the text directly to the reply, so we have a chance to see it auto-translated?

I think there is some suspicion regarding your account, so you also need to pass the verification call, but that does not explain why the casino has become silent recently. 🤔

Good day, dear player!

Your account has been frozen.

According to clause 3.7 of the rules. for identification, the Bookmaker Company has the right to ask the user for identification documents and conduct a video call.

To carry out the identification procedure, you need to send the following data in response by letter:

1. A photo of the bank card from which the deposit was made (if there are several cards, it is enough to provide a photo of one), as well as a selfie with this card;

2. Your passport photo next to your face (all data in the document must be clearly visible and not obscured);

3. A photo of your passport with all personal data, next to another personal document of your choice (TIN, RNOKPP, driver's license, birth certificate, foreign passport, military ID, etc.);

4. Skype login;

5. The ID of your game account (the ID is indicated in the personal account in the upper right corner under the "Personal account" button).

After providing the necessary documents, you will be assigned a Skype video conference for identification.

a 16.09.2023 next letter

We inform you that the verification of the data provided by you has been carried out.

To complete the identification procedure, we need to make a Skype video call to confirm your identity.

Choose a convenient date and time for a video call from the options below:

09/18/2023 10:20 GMT+3 my date for call verification

09/21/2023 10:20 GMT+3

09/22/2023 10:20 GMT+3

In response to this message by letter, you must send answers from the proposed date and time for the call, as well as indicate information about the preferred language for future communication.

So the casino froze your account, but after providing the KYC documents, everything is fine and you can log in to your account, yes ? 

As far as the skype call is concerned, we have already discussed that. 

However, if the casino hasn't contacted you yet and hasn't given you any answer about whether the skype call was okay and they don't reply to your emails, I think it's time to file a complaint. Just click here to open it. 

KYC has been going on for a long time, although I understand that it's a process that casinos care about, but if you don't get any response and you don't know what's going on, I don't think it's right. 

Nevertheless, if by any chance you do get a response from the casino, feel free to update us as well. I hope this will be resolved as soon as possible. Fingers crossed

I can only log in and most everything else doesn't work on sites and here is their latest answer to my question

я можу лише увійти і мебільше все остальне не працює на сайти а ось їхня останя відповідь на моє питання

Hello!

The first screenshot says: "Your account has been temporarily frozen for security reasons" .

May I know what the status of your verification process currently is?

Still this is what they send

Все ще ось що присилають

I'm quite sure the casino is concerned about the account genuity or your gameplay. I have seen that before, hence, I'm convinced your account is flagged in the system.

I would not say the complaint does not help, you just need to cooperate and help us understand the issue.

I suggest you read this guide to understand:

"You will get your first response from our complaint team within 48 hours, but we do our best to respond within 12 to 24 hours.

Each involved party (you, the casino, or the Casino Guru team) has seven days to respond when they are required to do so to move the complaint forward. When this period elapses without a response, we usually choose to prolong the time limit by another seven days.

As the successful resolution of a complaint often takes a lot of communication between all three parties, the total time can add up. The average time it takes to close successfully-resolved complaints is roughly 21 days from the date they were submitted, but again, this varies a lot from one complaint to another."

Any chance you were engaged in sports betting? That would be a complication....

Here's how it was: they have a bonus program there I won their internal currency COIN, exchanged it in the loyalty program, there they gave me 105 UAH for a bonus account, winning only on bets, here is the result of the bets I bet on everything that met the withdrawal requirements, after I won the bonus, I was credited 105 or 103 UAH to the main account, after that I won 2000+ UAH in the casino and made a deposit in Litecoin, since my cards from Ukraine were not accepted when I wanted to to withdraw funds, a refusal came and the account was frozen, and since then they do not give me my winnings and do not want to return the deposit! If anything, there is a screenshot of the confirmation

Ось як все було : у них є бонус програма там я вигра їхню внутрієню валюту COIN, обміняв у програмі лояльності, там дали мені 105грн на бонусний рахунок, відіграш лише на ставках, ось результат ставок ставив на все що відповідало вимогам відіграшу, після того як я відігра той бонус мені нарахували 105 або 103 грн на основний рахунок, після цього я виграв у казено 2000+грн і зробив депозин у Litecoin так як мої картки з УКраїни не принімали, коли захотів зробити вивід коштів, прийшла відмова і аккаунт заморозели, і з тої пори вони мені не дають мій виграш і нехочуть повернути депозит! якщо що на все є scrinshot підтвердження

Thank you very much for such a great summary.

Please, send this post in the complaint thread too, because, as far as I see, you were asked additional questions.

It would be much more convenient if the casino provided even the slightest clue. I think I've guessed enough let's focus on facts via your complaint. 🤔

that's all they answer, no matter what question I ask them.

це все що вони відповідають, яке б питання я їм не задавав.

Frankly, I have nothing to say. There is nothing new I can add. Let's wait and see. 🙁

and how did you get such a rating in this country, if there are so many complaints!

а звідки такий рейтенг у вас зявився в цього казено, якщо наних скарг безліч!

The answer is quite simple, not every complaint here on the forum was transferred to an official complaint. Out of 92 complaints, only 3 have not been solved:

Dated back to 2020, 2021, and 2022.

https://casino.guru/complaints/all

More details are found in the tab called "Safty Index Explained"

In general, the casino seems to be ok.