MostBet Casino - La cuenta del jugador ha sido suspendida.

Hello good morning,

I have the problem that my account was suspended from the mostbet casino (when I made a second deposit), which asks me for my identification documents, which I already sent by mail to .

They ask me for the card I used to make the deposit, an ID, an additional ID, and my Skype username.

And I already shared it with you, but I have this complaint:

• The card I used to make deposits to my mostbet account is a Digital Card, and I've already sent them a screenshot of the card and a selfie showing it, but they won't accept it.
• In my ID document they ask for my passport (DNI), which in Mexico is optional for Mexicans, it is not mandatory to have it, and instead of that document I presented my INE (it is also an official document), which proves my identity and a selfie with it and they did not accept it either.
• In the additional document to my identity I already presented my driver's license.

The problem is that they don't accept those documents to verify my identity, nor do they give me any alternatives; they just email me back asking for the same documents.

I'm also attaching the chat I had on the page where they mention that the INE is sufficient to prove my identity.

I hope you can help me solve my problem since I have sent the documents, thank you very much.

Note: I had already made withdrawals from my account and everything was fine, until now, when my account was suspended out of nowhere.

Hola buen día,

Tengo el problema en que mi cuenta fue suspendida del casino mostbet(cuando realicé un segundo deposito), el cual me piden mis documentos para la identificación, los cuales ya mandé por correo a id@mostbet.com.

Los cuales me piden la tarjeta con la que realicé el deposito, un documento de identidad y otro adicional y el usuario de skype.

Y ya se los compartí, pero tengo esta queja:

• La tarjeta con la que hice los depósitos a mi cuenta de mostbet es Tarjeta Digital, y ya les mandé captura de la tarjeta y una selfie enseñando la tarjeta digital y no me la aceptan.
• En el documento de identidad me piden el pasaporte(DNI), el cual ese documento en México es opcional para los mexicanos, no es obligatorio tenerlo, y en lugar de ese documento presenté mi INE(igual es un documento oficial), el cual me acredita mi identidad y una selfie con el y tampoco me lo aceptan.
• En el documento adicional a mi identidad ya presenté mi licencia de conducir.

El detalle es que no me aceptan esos documentos para verificar mi identidad y tampoco me dan alternativas, solo me responden nuevamente el correo pidiendo los mismos documentos.

Igual anexo el chat que tuve en la página donde me mencionan que con el INE es suficiente para acreditar mi identidad.

Espero y puedan apoyarme para solucionar mi problema ya que he mandado los documentos, muchas gracias.

Nota. Ya había realizado retiros en mi cuenta y todo bien, hasta ahora que me suspendieron la cuenta de la nada.

Dear navacas9,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you have Mex$1790 (dispute value) in your casino account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Hello good morning,

Could you tell me which games you focused on: slots, live casino, sports betting, etc.? Sports betting

Do I understand correctly that you have Mex$1,790 (disputed value) in your casino account? That's right.

Did you accumulate your winnings with or without an active bonus? I have an active bonus, but the winnings came entirely from the money I deposited.

And updating my application, the only thing they won't accept for verification is the receipts from the card I used to make the deposit to Mostbet.

I used a digital bank card, and I've already shared the card details, the payment details shown in the bank app, and I even shared the account statement showing the transaction to Mostbet.

And yet they still don't want to accept those documents that prove the transaction.

And they keep repeating the same message and don't give me a solution, this is the message they give me:

"If you top-up via an agent, virtual wallet, or card, in this case you will need to provide a screenshot of your details and a receipt of the top-up transaction from your gaming account."

If you could help me with this part, thank you.

Hola buen día,

¿Podrías indicarme en qué juegos te concentraste: tragamonedas, casino en vivo, apuestas deportivas, etc.? Apuestas deportivas

¿Entiendo correctamente que tienes Mex$1790 (valor en disputa) en tu cuenta de casino? Así es

¿Acumulaste tus ganancias con o sin bono activo? Tengo un bono activo, pero las ganancias fueron completamente del dinero que yo deposité.

Y haciendo un update a mi solicitud, ahora lo único que no quieren aceptarme para la verificación son los comprobantes de la tarjeta que utilicé para hacer el deposito a mostbet.

Utilicé una tarjeta digital de banco, y ya les compartí los datos de la tarjeta, los detalles del pago que me muestra la app del banco, e incluso les compartí el estado de cuenta donde se muestra la transacción hacía mostbet.

Y aún así no quieren aceptarme esos documentos que acreditan la transacción.

Y me siguen repitiendo el mismo mensaje y no me dan solución, este es el mensaje que me ponen:

"Si realizó la recarga a través de un agente, billetera virtual o tarjeta, en este caso deberá proporcionar una captura de pantalla de sus datos y un recibo de la transacción de recarga de su cuenta de juego.​​​​​​​"

Si pudieran ayudarme con esta parte, gracias.

Thank you very much, navacas9, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, navacas9! 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. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hello, Dear navacas9 and Casino Guru!

We are sorry that you have a negative impression of our service. 

Rest assured, we are always interested in handling any situation and helping you. 

We have been informed that your documents have been accepted and verified. You have been sent a letter with a choice of date and time for video identification. Please choose a convenient time and expect a call from our specialist.

Have a nice day!

Best regards, Mostbet.

Mostbet, thank you for your response!

navacas9, please, let us know how the verification call will go!

Hello good morning,

The verification call was successfully made on 04-18-2025 at 8:20 AM.

And until now my account still has the same message:

"Your account has been temporarily blocked for security reasons. Please contact support via any means convenient for you; we'll be happy to help! Email: "

They haven't unblocked it yet , so I kindly ask that you remove that message from my account if I've already passed all the verification filters.

Hola buen día,

La llamada de verificación se realizó con éxito el día 18-04-2025 a las 8:20 AM.

Y hasta ahorita mi cuenta sigue con el mismo mensaje de:

"Su cuenta ha sido bloqueada temporalmente por razones de seguridad. Por favor, contacte al servicio de asistencia por la vía que le resulte más conveniente, ¡estaremos encantados de ayudarle! Email: id@mostbet.com"

Aún no me la desbloquean, así que pido de la manera más atenta que ya me quiten ese mensaje de mi cuenta si ya pasé todos los filtros de verificación.

Mostbet, has the player passed the KYC succesfully?

Hello, Dear navacas9 and Casino Guru!

We have checked the information and are pleased to inform you that your account has been unfrozen on 22.04.2025 as a result of the verification. 

It would be appreciated if you could confirm that your complaint has been solved.

Best regards, Mostbet.

navacas9, please, confirm that the account is unfrozen and let us know if you want us to leave the complaint opened while you withdraw your funds.

Good day,

They already unblocked my account, but they won't let me make a withdrawal. They declined it and I requested it again.

.

Buen día,

Ya me desbloquearon la cuenta, pero no me dejan hacer un retiro, me lo declinaron y ya lo volví a solicitar

.

Mostbet, are there any other restrictions on the player's account at the moment?

They just accepted my withdrawal and transferred me. That's all for now. You can close the complaint now. Thank you very much for your support.

Greetings.

Ya me acaban de aceptar el retiro y ya me transfirieron, sería todo por el momento y ya pueden cerrar la queja, muchas gracias por el apoyo.

Saludos.

Hello, Dear Casino Guru!

Confirm the information, the client has successfully withdrawn funds.

Have a nice day! 

Best regards, Mostbet.

Dear navacas9,

We're glad to hear that your issue has been resolved. 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,

Pavel Kaczynski

Casino.Guru