MostBet Casino - La cuenta del jugador ha sido congelada.

I'd really like to understand how "casinoguru" rates online casinos.

They give high marks to casinos that cheat and "kidnap" money from their players for days/months, leaving us practically on our own to get out money that is OURS.

Account verifications that take ridiculous amounts of time, when all you have to do is LOOK AT A DOCUMENT.

You search for mostbet on the TRUSTPILOT website and you see MANY complaints about frozen accounts, and I, BURRO, only went to research after having mine frozen, because I trusted CASINOGURU.

I created my account yesterday (03/03/2025) and after making very few bets (approximately 4), today I tried to log in to my account and was faced with the message that it was temporarily frozen and that I should make contact. The same thing I have seen in MANY complaints, they ask for documents and SKYPE, and FOR SURE they will schedule a call after days and will not make ANY CALLS.

Casinoguru, please be more empathetic to your users and start evaluating casinos more carefully. Start observing the MANY complaints of similar cases, the same BANDIT method of acting of some platforms, and stop giving high scores by deceiving your users.

Eu gostaria realmente entender como o "casinoguru" avalia os casinos online.

Eles dão notas altas para casinos que enrolam e "sequestram" valores de seus jogadores por dias/meses, fazendo com que a gente fique praticamente por conta para conseguir sacar o dinheiro que é NOSSO.

Verificações de contas que demoram períodos ridículos, sendo que é simplesmente OLHAR UM DOCUMENTO.

Você pesquisa sobre a mostbet no site TRUSTPILOT e vê DIVERSAS reclamações de conta congelada, e eu, BURRO, só fui pesquisar após ter a minha congelada, pois confiei no CASINOGURU.

Criei minha conta na data de ontem (03/03/2025) e após realizar pouquíssimas apostas (4 aproximadamente), hoje eu tentei entrar em minha conta e me deparei com a mensagem que ela estava congelada temporariamente e que era pra realizar contato. A mesma coisa que eu vi em DIVERSAS reclamações, solicitam os documentos e SKYPE, e COM TODA CERTEZA vão agendar após dias uma ligação e não irão realizar LIGAÇÃO NENHUMA.

Casinoguru, por favor, tenham mais empatia com seus usuários e comecem a ter uma avaliação mais criteriosa nos casinos. Comecem a observar as DIVERSAS reclamações de casos semelhantes, o mesmo método BANDIDO de agir de algumas plataformas, e parem de dar notas altas enganando seus usuários.

Dear ricartemt,

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.

Did you play casino games or bet on sports?

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Good morning. Please help me with this.

After requesting the documents via e-mail, I sent all the documents, but after that they answered my e-mail requesting the same document again (photo with bank card).

I told them that the two deposits I made on the website were via PIX and I sent them a photo and selfie with the card, as well as a print of the two transactions via the bank's app.

They reply asking for the same thing again but don't explain what's wrong and what's missing.

The chat support doesn't help at all and they keep restricting my withdrawal in an arbitrary and wrong way.

Bom dia. Por favor, me ajudem nesse caso.

Após solicitarem os documentos via e-mail eu fiz o envio de todos os documentos porém após isso me responderam o e-mail solicitando novamente o mesmo documento (foto com cartão bancário).

Eu informei que os dois depósitos que fiz no site foram via PIX e foi enviado foto e selfie com o cartão, bem como print das duas transações pelo aplicativo do banco.

Eles respondem solicitando novamente a mesma coisa mas não explicam o que está errado e o que está faltando.

O suporte via chat não ajuda em nada e ficam restringindo meu saque de forma arbitrária e errada.

Now they're making it impossible for me to check my account.

My physical neon bank card only has the last 4 digits, they are asking me to send a printout with all the numbers in full. In the neon bank app, the virtual cards are numbered differently. After I sent a message to neon bank support, they informed me of the full number, but said that I can't get this data anywhere to take a printout.

Agora por último estão tornando impossível eu verificar minha conta.

O meu cartão físico do banco neon possui apenas os 4 últimos digitos, estão solicitando que seja enviado print com todos os números por completo. No aplicativo do banco neon os cartões virtuais são com numeração diferente, após eu enviar mensagem no suporte do banco neon me informaram o número por completo porém informaram que eu não consigo esses dados em nenhum lugar para tirar print.

Dear ricartemt, is it correct that there are no numbers on the front side of the physical card?

Did you make the deposit with the credit or debit card?

Why are the last 4 digits on the physical card different from the virtual ones?

I made the deposits via PIX and sent the receipts for the two transfers.

They weren't even supposed to ask for a card.

my bank is digital (neon), the card numbers to use debit and credit are in the app, on the physical card there are only these last 4 digits that were informed in the bank's support the complete numbering but I can't see the numbering anywhere in the app.

It understands that a PIX transfer doesn't use a card, it's a bank transfer. Proof of the transfer and bank details are more than enough to prove it.

Platforms work in Brazil but don't update themselves, in Brazil you can't deposit in a bookmaker using a credit card anymore according to the new legislation.

Fiz os depósitos via PIX, enviei os comprovantes das duas transferências.

Não era nem para pedirem cartão.

meu banco é digital (neon), a numeração dos cartões para usar débito e crédito estão no aplicativo, no cartão físico apenas tem esses 4 últimos dígitos que foram informados no suporte do banco a numeração completa porém não consigo visualizar a numeração em nenhum lugar do aplicativo.

Entende que uma transferência PIX não utiliza nenhum cartão, é uma transferência bancária. Comprovante da transferência e dados bancários já são mais que suficientes para comprovar.

Plataformas funcionam no Brasil mas não se atualizam, no Brasil não pode ser feito depósito em casa de apostas utilizando cartão de crédito mais segundo a nova legislação.

Thank you very much, ricartemt, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear ricartemt,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite MostBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been frozen?

Thank you in advance for providing the information.

I inform you that after MUCH difficulty imposed by this ridiculous little house they unfroze my account for 1 day, the next day it was frozen again and they informed me that verification may take 60 days or more.

I don't know if they do this in all countries, but I advise Brazilians to NEVER PLACE MONEY ON THIS PLATFORM.

Informo que após MUITA dificuldade imposta por essa casinha ridícula eles descongelaram minha conta por 1 dia, no outro voltou a ficar congelada e informaram que a verificação pode demorar 60 dias ou mais.

Não sei se eles fazem isso em todos países, mas eu oriento aos brasileiros a NUNCA COLOCAREM DINHEIRO NESSA PLATAFORMA.

Dear ricartemt,

I totally emphasize with your frustration, this time frame really isn't standard in the industry! However, we have come across some cases where the time for verifications was close to this.

MostBet Casino, is there anything player can do to make this time period of verification shorter?

Hello, Dear ricartemt and Casino Guru!

We’re sorry you had a negative impression. 

At the same time, we act strictly within the established rules. Account verification is carried out in all bookmaker companies as one of the security measures for clients’ accounts. 

We have checked the information and are pleased to inform you that your account has been unfrozen on 19.03.2025 as a result of the verification. 

Please confirm that the complaint has been resolved.

Have a nice day!

Best regards, Mostbet.

Thank you very much MostBet Casino for such a prompt response!

Dear ricartemt, please let us know if your withdrawal has been successful And we can mark this complaint as resolved.

I just checked and the account is unfrozen.

I would like to thank CasinoGuru for their support in this case and say that if it hadn't been for this complaint, it wouldn't have been resolved like this.

It took about 30 days to receive the call on Skype and even then they froze the account again yesterday, stating that the deadline is 60 days or more.

Incredibly, they unfroze it the same day after verifying the complaint here on the platform.

Even though it's been resolved, I reiterate that a platform taking at least 30 days to verify documents and withholding money that the person needs is not correct practice. The inconvenience caused by this money being withheld is great.

Have a good week and God bless.

Acabei de verificar e a conta se encontra descongelada.

Agradeço o suporte da CasinoGuru no caso e afirmo que se não fosse essa reclamação aqui não teria sido resolvido assim.

Foram uns 30 dias para receber a ligação no Skype e mesmo assim voltaram a congelar a conta na data de ontem, informando que o prazo é de 60 dias ou mais.

Incrivelmente descongelaram no mesmo dia após verificarem a reclamação aqui na plataforma.

Mesmo sendo resolvido eu reitero, uma plataforma demorar 30 dias no mínimo para verificar documentos retendo dinheiro que por diversas faz falta para a pessoa não é uma prática correta. Os transtornos que são causados com esse dinheiro retido são grandes.

Tenham uma boa semana e fiquem com Deus.

Dear ricartemt,

Thank you so much for the update. We are happy to help :-) We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru