MostBet Casino - La cuenta del jugador ha sido bloqueada.

Hello, Mostbet decided to freeze my account on June 1, 2024. Subsequently, I decided to write an email to customer support, and they scheduled an appointment today, July 1, 2024 at 5:00 PM, for a verification call via Skype. Unfortunately, Mostbet's support team did not initiate the video call despite having all my details. I sent an email requesting information, but after an hour, I still haven’t received a response. It is frustrating to have a video call for authentication scheduled a month later and not have the opportunity to do so because they didn't show up for the appointment.

Ciao, mostbet ha deciso di congelarmi il conto il giorno 1 giugno 2024. Successivamente ho deciso di scrivere mail all'assistenza e mi hanno dato appuntamento oggi 1 luglio 2024 ore 17:00 per una verifica call attraverso Skype. Purtroppo l'assistenza di mostbet non ha avviato una video call pur avendo tutti i miei dati. Ho mandato mail per richiedere informazioni, ma dopo un'ora non mi hanno ancora risposto. E' frustrante avere una videocall per avere l'autenticazione a distanza di un mese e non avere la possibilità di fare questo perchè non si sono presentati all'incontro.

Dear Fabiolone93,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered with MostBet.

To assist you more effectively and work towards a resolution, could you please provide more detailed information on the following points:

• The exact reason given by MostBet for freezing your account.
• Any email communications or screenshots related to the account freeze and the scheduled verification call.
• Any additional details about previous interactions with MostBet’s support team, especially any responses you have received regarding your verification process.

You can forward any relevant communication or documents to petronela.k@casino.guru.

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

Ciao, a seguito della mia prima richiesta di informazioni mi hanno scritto quanto segue:

•Your account has been frozen.

According to paragraph 3.7 of the rules, for identification, the Betting Company is entitled to request identification documents from the user and make a video call.

To carry out the identification procedure, you need to send the following data in a return email:

1. A photo of the bank card from which the deposit was made (if there are several cards, it is enough to provide a photo of one), as well as a selfie with this card;

2. Skype login;

After providing the necessary documents, you will be assigned a Skype video conference for identification.

All data must be sent in one letter.

Mostbet 

•Poi dopo aver mandato quanto richiesto mi hanno risposto che avevano bisogno del mio username Skype e ho provveduto a fornirlo

Ultimo punto mi hanno chiesto di scegliere il giorno:

•Let us inform you that we have verified the data you provided.

To complete the identification procedure, we need to make a Skype video call to confirm your identity.

Choose a convenient date and time for the video call from the options below:

01.07.2024 17:00 GMT+2

04.07.2024 17:00 GMT+2

05.07.2024 17:00 GMT+2

Ho scelto il primo come appuntamento ma ieri non hanno chiamato e non hanno risposto a nessuna mail di chiarimento.

Hi Fabiolone93,

• Could you please advise which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?

Thank you.

I only play sports betting.

I had a bonus that I managed to redeem, the bonus redeemed was for an amount of around €320, to redeem it I placed pre-match multiples on sports bets, the remaining part of the balance is the result of winnings following a single deposit of €500.

Io gioco solo scommesse sportive.

Avevo un bonus che sono riuscito a riscattare, il bonus riscattato era di un importo di circa 320€, per riscattarlo ho piazzato multiple pre match su scommesse sportive, la restante parte del saldo è frutto di vincite a seguito di unico deposito di 500€.

Thank you, Fabiolone93, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.

We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.