MostBet Casino - Problemas de verificación y acceso a la cuenta del jugador.

Dear Alinkosic,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it 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

Good afternoon, I would like to thank you for the prompt opening of the case. I answer all the questions asked:

1. I completed the verification successfully because I sent all the necessary photos and screenshots; they did not ask me for additional photos (in a message dated 02/16/2024 they said that the documents were verified). I also passed the video verification successfully and answered all the questions posed to me. After completing the video verification, I was not asked for any additional information.
2. I played several casino games and also bet on sports
3. I accumulated all my winnings without a bonus. That is, I topped up my account and played with real money, without using bonuses
4. Screenshots of correspondence with the MOSTBET security service ( id@mostbet.com sent by email petronela.k@casino.guru

Добрый день, хочу поблагодарить за оперативное открытие дела. Отвечаю на все поставленные вопросы:

1. Верификацию я завершали успешно, потому что я отправила все необходимые фотографии и скриншоты, дополнительные фото у меня не запрашивали (в сообщении от 16.02.2024 сообщили, что проверка документов осуществлена). Видеоверификацию я прошла также успешно, ответила на все поставленные мне вопросы. После заверешения видеоверификации никакой дополнительной информации у меня не заправшивали.
2. Я играла несколько игр в казино, еще делала ставки на спорт
3. Весь выигрыш я накопила без бонуса. То есть пополнила счет и играла на "живые" деньги, без использования бонусов
4. Скриншоты переписок со службой безопасности MOSTBET (id@mostbet.com отправила на почту petronela.k@casino.guru

Thank you very much, Alinkosic, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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, Alinkosic!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello, Dear Alinkosic 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.

Hello, Dear Alinkosic and Casino Guru!

Thank you for waiting! We have received the information and are pleased to inform you that your game account has been unfrozen on 13.05.2024 as a result of the verification. Please confirm that the complaint has been resolved.

Have a nice day!

Best regards, Mostbet.

Good afternoon. My account was unblocked, verification passed, money was withdrawn. The complaint has been resolved, I ask the CasinoGuru administration to remove it as resolved in favor of the player. Thanks to both CasinoGuru and Mostbet for solving the problem.

Добрый день. Мой аккаунт был разблокирован, верификация пройдена, деньги выведены. Жалоба решена, прошу администрацию CasinoGuru снять её как решенную в пользу игрока. Спасибо и CasinoGuru и Mostbet за решение проблемы.

Dear Alinkosic,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team