MostBet Casino - La cuenta del jugador fue congelada después de un depósito.

In this particular casino I made a deposit of €15 and my account was frozen, I contacted the relevant department and sent them the necessary documents and the problem has not been resolved and I cannot withdraw the money or play any slots

Dear BlackJokerPro,

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. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

I have sent the documents here and after a long time I sent them again yesterday they told me to schedule a time for a video call via skype and I chose the following date

17.01.2024 15:00 GMT+1

to verify my account to see if they will call me via skype

Hi BlackJokerPro,

I wish you the best of luck during tomorrow's Skype call. Please keep me informed about any further developments.

Thank you.

Dear BlackJokerPro,

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.

Good evening finally I couldn't pick up the call on skype I sent a message again to be called now but nothing happened I didn't receive an email 📧

Καλησπέρα τελικά δεν μπορούσα να σηκώσω την κλήση στο skype έστειλα ξανά μήνυμα για να με καλέσουν πιαω αλλά δεν έγινε τίποτα δεν έλαβα κάποιο email 📧

Hi BlackJokerPro,

• Could you please explain why the Skype call couldn't take place?

Thank you.

I couldn't make the call due to work, I didn't have internet

Δεν μπόρεσα να πραγματοποιηθεί η κλήση λόγω δουλειάς δεν είχα ίντερνετ

Hi BlackJokerPro,

I regret to learn that you were unable to complete the verification Skype call. This certainly complicates matters.

• Did you notify the casino in advance that you wouldn't be available for the call?
• Have you attempted to schedule an alternative date for the call?

Thank you

Dear BlackJokerPro,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.