MostBet Casino - プレイヤーのアカウントがブロックされているようです。

This casino mocks its players.

I deposited without a bonus and wagered my money several times and when I decided to try to withdraw the money I encountered the following problems.

1. In order to make withdraw it is necessary to verify a phone number, BUT I made about 100 attempts in 1 month and never received an SMS with a confirmation code. I contacted them via live chat, email, whatsapp, but they replied that they could not help me and blocked me or did not answer me at all.

2. Now, after 1 month of trying to withdraw my money, my access to the account was stopped ... When I try to log in with my username and password, it says that they are wrong, and they can't be. However, I tried with a forgotten password, but again I do not receive an email with a way to recover it and the supports again do not want to help me ....

So for 2 months I can not withdraw my money, and the casino does not want to give me any assistance to fix the problem.

Dear miroradev13,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any notification or a message when you try to log in? What exactly it says when you try to enter your username? Do you type your email address or username to enter your account? Have you accumulated your winnings with or without an active bonus?

Could you please forward any relevant communication to petronela.k@casino.guru?

I understand that it might seem like a lot of queries, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Part of the problem is solved. After trying for 3 days to recover my account, I finally got access, but the main problem with my withdrawal remains. Now I see only this message: We have frozen your account temporarily due to security reasons. Please contact customer support in any way convenient for you - we'll help you! Email: support-en@mostbet.com, Phone: 8 800 200 81 18.

BUT I wrote to them again on the specified email and again I do not receive a response.

I have no correspondence - I only have emails sent from my country, but they never answered me.

I have not used bonuses on their site at all.

Thank you very much, miroradev13, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello miroradev13,

I looked at your complaint and will do my best to help you. I would like to invite Mostbet Casino into this conversation. Casino, can you please specify why did you block player's account?

We would like to ask the Mostbet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello, dear all!

Jozef, thank you for your cooperation!

miroradev13, we sincerely regret that you experienced this situation and we apologize for the inconvenience caused.

Your account was blocked for the purpose of verification. This is a completely normal practice in many bookmakers.

We have reviewed your situation. As we can see from your correspondence with our support team, you have not provided all the necessary data for verification. 

To proceed with the withdrawal, you must provide the following documents to id@mostbet.com:

1) a photo of you with your passport open next to your face

2) a photo of your passport alongside another document that proves your identity, of your choice. (can be RG, CNH, birth certificate, etc.)

In the text of the email you need to write the account ID and your skype login.

After that we will need to organize a video call with you.

As soon as the verification is over, we are waiting for you to play and win with us again!

Have a nice day!

Sincerely yours, Mostbet.

Dear miroradev13,

may I kindly ask you to react?

Dear miroradev13,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.