MostBet Casino - Відкликання гравця затримано через перевірку KYC.

Hello CasinoGURU,

A few months ago, I registered with Mostbet because you gave it a high rating. After playing online gambling for a while, I wanted to withdraw some money. They informed me that I needed to complete KYC and that I couldn't make a withdrawal before completing it. Additionally, they transferred my money to their Bitcoin account. After a long period of communication with them and completing the KYC, they told me I would need to wait for two months. However, it has now been five months, and I still haven't received any response. I hope you can help me contact the Mostbet team and ask them to respond to their users. Their behavior is really unacceptable. Thank you, my account ID is 133174313.

Best regards.

Hello 2218903601wjc,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MostBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Did you play casino games or sports betting? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, Nick.

My account was fully verified in December 2023, including my ID, a selfie holding my ID, and a Skype video verification. I have been using my own money and have never used any bonuses. I participate in both sports betting and online casino games. The last time I received a response from them was in January this year, when they said they would get back to me in 60 days. However, I still haven't heard from them since. That conversation took place after a Skype video call.

Thank you, and I hope you can contact the casino and request a response for us players.

Best regards.

Thank you 2218903601wjc for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi 2218903601wjc,

I've just reviewed your case and am sorry to hear about your issue with MostBet. I will try to help you by contacting the casino and we'll see what can be done when they reply.

Dear MostBet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player cannot withdraw their funds? Has their account been fully verified?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello, Dear 2218903601wjc!

Thank you for your feedback. We always strive to improve the experience of our users and deal with any situation. We have verified the information, your game account was unfrozen on 18.01.2024 according to the results of the verification. The last withdrawal from your game balance was made on 05.12.2023, before your account was frozen. Please describe in detail what problem you need our help with. 

Best regards, Mostbet.

Thank you for these details, MostBet Casino.

Dear 2218903601wjc, could you please elaborate? Based on the casino, your account hasn't been blocked since January. On the screenshot you shared earlier the payment of $522 requested on 5.12.2023 has a "successfully made" status.

I cannot accept this explanation. On December 5th, I attempted to withdraw my balance, but the website required me to link my phone number. Since I have a Chinese mainland phone number, which the casino does not support, I was completely unable to withdraw my money. On December 6th, I sent an email to you seeking support and began the lengthy KYC process. I don't understand why my balance has disappeared, as I have never withdrawn any money. Furthermore, I was unable to successfully link my phone number, so how could I have withdrawn my money? I need the casino to provide an explanation.

From these two withdrawal records, it can be seen that on 05.12.23 at 12:10, I submitted a withdrawal request, which was canceled by you because you asked me to provide a phone number for KYC verification. At that time, my account was frozen. I don't know how I could have withdrawn my funds two hours later. That was clearly not my action.

Dear MostBet Casino, could you please clarify how the withdrawal was sent? Was it your decision to use some of the previously added Bitcoin addresses, because the withdrawal via Tether was declined or did the player need to enter the Bitcoin address manually to request a withdrawal? According to the player, the Bitcoin address doesn't belong to them.

Could you please send me proof of confirmation of the payment (screenshots) to my email address at natalia.b@casino.guru

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.

Hello, Dear 2218903601wjc!

We have forwarded your request to the responsible department for verification. This is a non-standart complex situation and the review takes some time. We will get back to you as soon as there is an update. Thank you for waiting!

Best regards, Mostbet.

Hello, Dear 2218903601wjc!

Thank you for waiting! We received information that your account balance has been restored. Please check and confirm that complaint has been resolved.

Have a nice day!

Best regards, Mostbet.

Thank you for the updates, MostBet Casino.

Dear 2218903601wjc, can you please confirm the money was returned to your balance? Can you request a withdrawal now?

Please, let us know if you need any further assistance.

Hello,

Thank you for the efforts of the Casino Guru. I just saw that my money has been returned to my account, but I still cannot withdraw it because Mostbet does not support mainland China phone numbers with the +86 code. Therefore, I cannot receive the verification code to bind my phone number. I hope Mostbet can provide a method for me to withdraw my money. Thank you.

Dear Mostbet Casino, could you please check the issue with the Chinese phone numbers? Is sending a verification code to the player via any other method possible?

Hello, Dear 2218903601wjc!

You need to link your phone number to your game account. Please send the phone number you want to link to your account from your contact e-mail to datachange@mostbet.com. In the subject line of the e-mail please specify your game ID. Our specialists will reply to you and tell you about the next steps. 

Have a nice day!

Best regards, Mostbet.

Hello,

I have already sent an email and look forward to your response.

Dear 2218903601wjc, have you managed to update your phone number?

Hello,

I tried contacting the casino's email to update my phone number, but my issue still hasn't been resolved. I wish to withdraw my balance; however, even after binding my phone number, I still need to receive a verification code to make the withdrawal, but I am unable to receive the code. I would like to know how I can resolve this issue.

Thank you for the updates, 2218903601wjc.

Dear MostBet Casino, is it a common problem with Chinese mobile phone numbers that SMS codes are not received? Is it possible to approve the player's withdrawal request without such a code, using other verification methods?

Hello, Dear 2218903601wjc!

Thank you for the updates.

You made a successful withdrawal on 05.12.2023. If these payment details are still up to date and available to you, you can make a withdrawal to them. In this case you will not need a confirmation code. 

If your payment details have changed, please write here so we can look for another solution.

Have a nice day!

Best regards, Mostbet.

Hello,

The response from the casino is a bit difficult for me to understand. It seems like the person handling this issue is completely unaware of the previous situation. On December 5, 2023, I did not successfully withdraw any money. You previously responded and acknowledged that it was a mistake, and the balance was returned to my account. Moreover, that withdrawal address is not mine. So my issue has not been resolved, even after 7 months. I am very angry and disappointed.

What I want to know now is, if I am unable to receive the verification code on my mobile phone in mainland China, how can I receive the code? Is there any other way to solve this so that I can withdraw my balance?

Dear MostBet Casino, please check the last message from the player.

Hello, Dear 2218903601wjc!

Thank you for waiting. We have found a customized solution for you. Please try again to request a confirmation code to withdraw your funds. If you have not canceled a previous withdrawal request, there is a "request code again" button inside the request, you can click on it and request a withdrawal code. Please write here with the result.

Have a nice day!

Best regards, Mostbet.

Thank you for the updates, MostBet Casino.

Dear 2218903601wjc, let us know if the solution suggested by the casino worked for you.

Hello, I have received my money. Special thanks to the Casino Guru.

Dear 2218903601wjc,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru