MostBet Casino - Hráčův účet byl zablokován.

Hello,

Again problems with this casino for me.

I already wrote one complaint here https://casino.guru/mostbet-casino-player-s-struggling-to-complete-the-1

that at the ebd was solved.

After that I had two small successful withdrawals, but after that when I enter to account got system message that my account is frozen due to security reasons and to contact them on mail.

I sent mail on April 13th, asked ehy thet frozen account and what should I do to solve problem.

So far, didn't get any reply from them, their live chat is robotic, useless, can't get nothing from them.

Hello Vladan,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MostBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they specify the reason of freezing your account?

Looking forward to your answer.

Regards,

Nick

Hello again,

I verified only phone number with your help.

Before we resolved problem I wrote bad review about their casino and few days they answer, looks like that they are angry and decided to froze account😀

But as I said review has written before we solved problem.

I never used any bonus, so played only with my own money.

Last time i spoked to them here, in thread that I sent above, cause on chat is imspossible to talk with them, rheir messages are robotic.

Ni, they didn't specify anything, I wrote mail on April 13th and asked for details, they never answered on mail.

I can send whatever they want for normal verification, if they again will ask some abnkrmal things like they did with phone verification that only talk about their real intention.

Hello, dear all!

Dear Nick, thank you for yout questions!

Dear Vladan, I understand it's not nice to find out one day that the account is frozen.

On the other hand, account verification is carried out in all bookmakers, as one of the measures to ensure the security of customer accounts.

On April 14, a letter was written to you with instructions:

"Your account has been frozen.

According to paragraph 6.9 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. Your photo with a passport (ID card) near your face (all data in the document must be clearly visible and not covered);

3. A photo of your passport (ID card) with all personal data, next to your other personal document of your choice (tax certificate, insurance certificate, driver's license, birth certificate, international passport, military ID, etc.);

4. Skype login;

5. Your gaming account ID (ID is indicated in your account in the upper right corner under the "Personal Account" button).

Documents must be provided within 14 days from the date you received the relevant notification (para. 4).

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

All data must be sent in one letter."

Please check your spam folder, because our support team is currently writing a follow-up email with instructions.

Upon completion of the verification, you will receive a notification to your contact email address.

If you have any questions, we will be happy to answer them! We are always happy to help our clients!

Have a good day!

Your Mostbet.

Hello,

Yes, sorry, my bad, this mail finished in spam.

I will sent all what you asked.

Hello again,

I just need little help, due to fact that sccount is restricted, I can't see history transaction, si if you can tell me date and amount of my deposit do I can find transaction in my wallet to make screenshot.

Thank you.

Hello, Dear Vladan!

Of course I'll tell you)

On January 12, 2023, you deposited 150 euros into your account.

Do you need any more help?

Have a good day!

Your Mostbet.

Dear Vladan,

Please follow the casino's instructions and let us know the outcome as soon as there will be any update regarding the case.

Dear Vladan,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.