MostBet Casino - Рахунок гравця заморожений і нерозкритий.

Dear anouaromari,

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. 

• Could you please advise if you managed to make any deposits?
• If you did, were you able to place any bets?
• Did you activate any bonuses on top of your deposit?

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes i did a deposit and they didn't even send me the amount on my account they Right away frezz my account i have a deposit receipt i didn't activate any bonus

And i didn't play any bets

I hop you can help me solve this problem

this is proof that i did contact them but no on answer me

Thank you very much, anouaromari, for your cooperation. I will now transfer your complaint to my colleague Sefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello anouaromari,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a MostBet Casino representative to join this conversation and participate in resolving this complaint.

Dear MostBet Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

They will say that i have multiple accounts as an excuse

They make me wait 30 days and my money stuck in there i asked for a refund they said we can't do that and they deposit the money on my account wish i cant use because its blocked

Hello, Dear anouaromari!

We're sorry you had a negative impression. We understand it's not nice to find out that your account has been frozen. However, account verification is carried out in all betting companies as a measure to ensure the security of our clients' accounts. Verification can take 60 days, and on rare occasions even longer. We're doing our very best. Account verification is a multi-stage process and takes time.

We have received information that you are scheduled for a video call on 26.12.2024. Our specialists will contact you at the scheduled time.

 Have a nice day!

 Yours, Mostbet.

Dear MostBet Casino,

Thank you for your response and the information provided.

Please let me know about the outcome of the verification call. I will set the timer till the verification call takes place.

I'll be awaiting your reply.

@Stefan. They continue to ignore me. This is the third time I've chosen a date, and they cancel it on the day.

and they advise me to choose another.

I have a lot on my plate. Even though I work, they cause me to lose a lot of money by missing a lot of games.

Can it take 60 days for verification? You're creating a nuclear weapon. Or what?

Hello anouaromari,

Could you state if the verification call on December 26th was cancelled? Or is it still scheduled?

I'll be awaiting your reply.

dont worry i will let you know

till now nothing new

Hello @stefan

about 30 minute's ago an agent from mostbet Call me i did answer

He asked me to show my ID card

And when i created the account and a couple of personal information after i did answer everything

he told me that he will send my request to the administration and i told him how much time the process need to be done

He told me maybe a week or two

Sir that's too long im waiting since 01/12/2024

For 10$ its not even a big amount

I hop you can do something to speed up the process

We would like to ask the 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’ which may negatively affect its rating.

so stefan

if the casino didnt reply in time it means you will close this case as unresolved

so you will not help me get back my account so i lost my money in all cases

and mostbet can do that to players

Hello, Dear anouaromari and Casino Guru!

Thank you for waiting. We received information that the game account was unfrozen on 27.12.2024 as a result of verification. Please confirm that the complaint has been resolved.

 Have a nice day!

 Yours, Mostbet.

Hello anouaromari,

Could you confirm if your casino account was verified and reactivated?

I'll be awaiting your reply.

yes the problem is solved

Thanks alot @stefan thank you for your time and your service

Dear anouaromari,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Stefan, Casino.Guru