MostBet Casino - El acceso a la cuenta del jugador y el retiro se retrasaron indefinidamente.

I was placing bets and since November, I noticed my account was locked, instructing me to contact them via Skype and submit my documents within 14 days. After submitting my documents and connecting on Skype, I was told to wait a maximum of 60 days to gain access to my account so I could play or withdraw my money. In this case, I had 350 dollars. 60 days would have been until January, and it's now March, surpassing the 120-day mark. When I try to log into my Mostbet account, it says my password doesn't work. I tried to reset the password, and it asks for my email or mobile number, but there's no option to recover the password. I've sent messages to Mostbet support and haven't received a response. They used to reply, always saying to wait 60 days. As I mentioned earlier, it's been more than 120 days, and now I can't even access my account. Attached are images of the messages sent and the current status of my account...

Estuve haciendo apuestas y aparece desde noviembre mi cuenta bloqueada que hable por Skype y que mande mis documentos en un plazo de 14 días, al mandar mis documentos y pasar Skype, me dijeron que espere un máximo de 60 días para poder entrar a mi cuenta y así jugar, o hacer mi retiro en este caso tenia 350 dolares, 60 días era hasta enero ya estamos en marzo pasando más de 120 días, entro a mi cuenta de mostbet y me aparece que mi contraseña ko entra, pongo cambiar contraseña y me pode correo o número de celular y nl deja recuperar contraseña, mande mensajes a soporte de mostbet y no me responden, antes me respondían pero siempre me decían 60 días, ya pasaron como dije más de 120 días, y ahora ya ni puedo entrar a mi cuenta, adjuntos fotos de los mensajes enviados y como esta mi cuenta ahora...

Dear auroratapia406,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. However, completing this thorough process should take a few working days, not a few months.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents in the correct format as soon as possible?

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

Best regards,

Kristina

If all the papers were delivered on the indicated day and we spoke via video call, I just hope they deposit me, thank you

Si se entregó todos los papeles en el día indicado y se habló por vídeo llamada solo espero me depositen gracias

They asked me for several documents and a Skype session to make a video call, I sent all the documents and I made a video call to verify that it was me, in November they asked me for the photos, and in December I made a video call telling me that I could now use my account...

I attach the conversations

Me pidieron varios documentos y sesión Skype para hacer video llamada, mande todo los documentos e hice ventajista video llamada para verificar que sea yo, en noviembre me pidieron las fotos, y en diciembre pase videollamada dicoendome que ya podia utilizar mi cuenta...

adjunto las conversaciones

Thank you very much, auroratapia406, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

OK, thanks a lot

Ok, muchas gracias

Hello auroratapia406,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite MostBet Casino to join the conversation.

Dear MostBet Casino,

Could you please furnish details on why the player is not able to access their account and withdraw their winnings?

If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Hello, Dear auroratapia406 and Casino Guru!

Thank you for your feedback. We have requested the details of the case from the security department, unfortunately, the wait takes some time. Only the security department has detailed information about blocking. We are doing everything we can to resolve the case quickly. We will contact you as soon as we receive the information. Thank you for waiting!

Best regards, Mostbet.

I still can't log in to my account and he doesn't respond to my messages, I made a Skype video call, they told me that I could log in and that everything was fine, it was for security reasons, but it doesn't log in.

Todavía no puedo entrar a mi cuenta y no me responde los mensajes, pase Skype videollamada, me dijeron que ya podía entrar que todo estaba bien que era por temas de seguridad, pero no entra

Dear auroratapia406,

I empathize with your frustration regarding the situation. However, we must await the review of your case by the Mostbet security team. I remain hopeful that we will witness progress shortly. In the meantime, I kindly request your patience.

Hello, Dear auroratapia406 and Casino Guru!

Unfortunately, we are still awaiting information on the case from the security department. Due to the very high workload of the team and importance of the verification process, the wait is taking longer than we would like. We are doing everything we can. Thank you for your understanding and patience!

Have a nice day!

Best regards, Mostbet.

It would be more than 150 days that I cannot access my account, and they do not respond to my email messages, I have already done the verification process, I made a call on Skype, they determined that I could access my account and nothing, I do not understand the delay

Ya serian más de 150 días que no puedo entrar a mi cuenta, y no me responden los mensajes por correo, ya hice el proceso de verificación, hice llamada por Skype, me fijaron que podía entrar a mi cuenta y nada, no entiendo la demora

Thank you for your response, Mostbet team. I understand that the investigation can sometimes take much longer than usual, but I must emphasize to the player that the already elapsed time is far from the usual timeframe. I have my fingers crossed that we will soon witness progress.

Dear auroratapia406,

I completely understand your concerns, and I share your view that the elapsed time is significantly longer than usual. However, the explanations provided by the Mosbet team seem reasonable. I recognize that this situation has been less than ideal for your user experience. Unfortunately, information from the security team is essential to progress with your complaint. I kindly ask for your patience in this matter.

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.

I still can't log into my Mostbet account, I send a message to the email, but it doesn't respond, I'm waiting for Mostbet's response, more than 5 months have passed, I went through Skype, I verified everything, they told me that they would solve it, but they don't respond, I await your prompt reply

Todavía no puedo entrar a mi cuenta Mostbet, le envío mensaje al correo, pero no responde, espero la respuesta de Mostbet, ya pasaron más de 5 meses, pase Skype, verifique todo, por este medio me dijeron que resolverian, pero no responden, espero su pronta respuesta

Hello, Dear auroratapia406 and Casino Guru!

We have your situation in our priority, we are doing our best to provide a response as soon as possible. Your request is still being worked on by our security department. Unfortunately, it will take some more time to review your case. Security and account verification issues are very important and are being carefully reviewed, the details are not being released for obvious reasons. We will get back to you as soon as we have the information. Thank you for waiting!

Best regards, Mostbet.

But I already passed Skype in November, it's been 5 months now and they don't respond to me through Gmail, my password doesn't enter, in the Skype verification the lady told me that I could access my account that this process required the video call, but now 5 months since the check

Pero ya pase Skype en noviembre ya van 5 meses y no me responden por Gmail, no entra mi contraseña, en la verificación Skype la srta me dijo que podía entrar a mi cuenta que ese proceso era necesario la videoellamada, pero ya 5 meses desde la verificación

Thank you for your response, Mostbet team. While I understand that your security department may be occupied and that the verification process can take time, I would like to highlight that the investigation has been pending for quite a while now and it started to show signs of stalling. This is not in line with the expectations for a reputable casino with a high rating such as MostBet. I kindly request your security team to provide us with any updates as soon as possible.

Hello, Dear auroratapia406 and Casino Guru!

Thank you for your understanding and waiting. Rest assured, we on our part are doing our best to get to the bottom of the situation faster. We have received information that the request has been transferred to a higher department and is now under consideration there. We hope to get the details of the case soon and be able to give you a response. Thank you for your patience!

Best regards, Mostbet.

If I have already passed all types of verification, live video call on Skype, I showed documents for verification, the lady told me that I could enter, and my account does not enter, nor can I make a withdrawal, what is happening?

Si ya pase la verificación de todo tipo, videollamada en Skype en vivo, mostré documentos para verificación, la señorita me dijo que ya podía entrar, y no entra mi cuenta, ni puedo hacer retiro, que pasa

Hello, Dear auroratapia406!

We understand your desire for a response as soon as possible. Unfortunately, we don't know the details of the case and are awaiting a decision. Only the security department has detailed information about blocking. Your request is our highest priority. We will contact you as soon as we receive the information. Thank you for waiting!

Best regards, Mostbet.

So long?

Tanto tiempo?

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 auroratapia406!

Unfortunately, your case is still in process. We are continually requesting updates on your case and are trying to complete this process as soon as possible. Only the security department has detailed information about blocking. We hope to get the details of the case soon and be able to give you a response. Thank you for your waiting.

Best regards, Mostbet.

So many months, from a specific date, Mostbet casino, I have been there since November 2023

Tantos meses, de una fecha específica, casino Mostbet, ya estoy desde noviembre del 2023

Dear Mostbet team,

While I understand that your security department may be occupied and that the verification process can take time, I would like to highlight that the investigation has been pending for over 2 months without any development, and it started to show signs of intentional stalling. This is not in line with the expectations for a reputable casino with a high rating, such as MostBet, and I will now be forced to close this complaint as unresolved, which might have a negative effect on the casino rating.

Dear auroratapia406,

As I mentioned above, the long delay in your verification shows signs of intentional stalling, which is not in line with the expectations for a reputable casino with a high rating, such as MostBet. I recommend you submit a complaint to the casino gaming authority,  Curaçao Antillephone N.V. via (complaints@gaminglicences.com).

If the casino team won't be able to provide a valid explanation for the long delay in your verification to them, they can order the casino to pay you your winnings without any delay.

Unfortunately, apart from this, there is not much that can be done from our side.

Please let me know once you submit the complaint to the licensing authority, and I will classify this case accordingly.

Guru Team, in that email what information did I send you, and what subject did I put in it, could you help me with that? Or if it has a format, I feel sad that I can't get my money back

Equipo de Guru, en ese correo que datos le envio, y que asunto le pongo, me podría ayudar en eso? O si tiene un formato, me siento triste de no poder recuperar mi dinero

Dear auroratapia406,

I will send you an email with some instructions. Please keep in mind that the complaint email to the authority is expected to be in English language.

Dear auroratapia406,

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.

Yes I received the email, but it would be good if Mostbet responded and I could access my account, it is a simple thing for me to respond, it has been a long time, I feel sad about it

Si recibí el correo electrónico, pero sería Buenos que Mostbet responda y pueda entrar a mi cuenta, es algo simple que responda, ya mucho tiempo, me siento triste por ello

Dear auroratapia406,

I acknowledge your concerns and I share your desire for the casino team to address your complaint promptly. However, it is important to note that the significant delay in your verification process raises suspicions of deliberate delay tactics. This behavior is not aligned with the standards expected from a reputable casino like MostBet, which boasts a high rating. I will close the complaint as unresolved - waiting for the regulator's decision.

If the casino team won't be able to provide a valid explanation for the long delay in your verification to them, they can order the casino to pay you your winnings without any delay.

Unfortunately, apart from this, there is not much that can be done from our side.

Please let me know once you submit the complaint to the licensing authority, and I will classify this case accordingly.

But any response from Mostbet, the reason for the delay, is it always Mostbet casino?

Pero alguna respuesta de Mostbet, el motivo por la demora, es siempre casino de Mostbet?

Dear Mostbet team,

Could you please provide an update on whether your security team has completed the player's verification 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.

Dear auroratapia406,

As I mentioned above, the long delay in your verification shows signs of intentional stalling, which is not in line with the expectations for a reputable casino with a high rating, such as MostBet. I recommend you submit a complaint to the casino gaming authority, Curaçao Antillephone N.V. via (complaints@gaminglicences.com).

If the casino team won't be able to provide a valid explanation for the long delay in your verification to them, they can order the casino to pay you your winnings without any delay.

Sadly, there is nothing more we can do to help in this situation and I will now close this complaint as unresolved. Please let me know how the Gaming Authority responded at michal.k@casino.guru

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru