MostBet Casino - La cuenta del jugador está congelada durante un período de verificación extenso.

On 6th of December 2023 I have created a Mostbet account which I have funded with 172 USDT and surprisingly the account frose and I wasn't able to use the money, I contacted security and they told me to assign a day in which I'm available for a skype call with one of the website representatives and after doing the call, the representative (whome I had a difficulty understanding what he is saying despite my good english) told me that the procedure of verifying my account will take up to 3 days which was fine by me at first, however, 3 days later I emailed them again asking if I can use my account now and the reply was that I am not allowed to use my account due to the fact that the verification procedure might take up to 60 days.

it's been 48 days already and i'm in need of the money in the account and honestly i don't think that my case need all this periode

Dear ihebbenyoussef1996,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with MostBet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify if you played any games with your deposited money? Or was your account frozen right after your deposit?

Could you kindly specify if you sent any identity documents to the casino? Have any of them been approved?

Have you received any evaluation of your Skype call with the casino?

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

Best regards

Veronika

The account was frozen immediately after making the deposit, and I sent all the necessary personal information in order to complete the verification process, and at the last step, which is the skype call, I was assured and informed that the process would take up to 3 days, and till now I am still waiting. I don't think that the verification process need all this time, especially since I haven't used the account yet. In fact, this is my worst experience with betting company and I was not treated well and many of my messages were ignored. I don't want to continue the process of verification I just want my money back. There is no logic in taking players money for a long time without warning.

Thank you very much, ihebbenyoussef1996, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello ihebbenyoussef1996,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case, and I would like to invite MostBet Casino to join the conversation and participate in the resolution of this complaint.

Dear MostBet Casino,

Can you please provide an update on the status of player verification? Why is their deposit on hold for 60 days if no bets were made?

Thank you.

Best wishes,

Tomas

Casino.Guru

Hello, Dear ihebbenyoussef1996!

Thank you for your feedback. 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 (see Paragraph 2.9 of the Rules). We're doing our very best. Account verification is a multi-stage process and takes time.

We have received the information and would like to inform you that your game account has been unfrozen on 05.02.2024 as a result of verification. Please confirm that the complaint has been resolved.

Have a nice day!

Yours, Mostbet.

Thank you for the information, MostBet Casino.

Dear ihebbenyoussef1996,

Can you please confirm if the matter has now been resolved?

Dear ihebbenyoussef1996,

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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.