MostBet Casino - 플레이어가 인증 및 철회 문제를 경험합니다.

They're not verifying my account. They're not allowing me to withdraw funds and they're not returning my deposit. I have provided everything in the form of a screenshot. Regarding a Skype call, the conversation lasted for only 40 seconds. They assured me that everything was fine and that I should expect an email, then promptly removed themselves from the discussion. I didn't even have time to ask a question.

Не верефікують акк. Не даю вивести кошти і не повертають депози все надава у вигляді скриншоту. а skype coll the conversation lasted 40 seconds. they said everything is fine to expect a letter. and immediately removed himself from the conversation. I didn't even have time to ask the question

Dear IG.Mistik,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Have you been informed what specifically seems to be a problem in verifying your account?

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

No, they write the same thing

Ні, вони пишуть одне і те саме

• Could you please advise how long ago you registered your account?
• 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.

1. September 9, 2. Here's how it was: they have a bonus program
   there I won their internal currency COIN, exchanged it in the loyalty program, there they gave me 105 UAH for a bonus account, winning only on bets, here is the result of the bets
   I bet on everything that met the withdrawal requirements, after I won the bonus, I was credited with 105 or 103 UAH to the main account, after that I won 2000+ UAH in the casino and made a deposit in Litecoin, since my cards from Ukraine were not accepted when I wanted to to withdraw funds, a refusal came and the account was frozen, and since then they do not give me my winnings and do not want to return the deposit! if anything, there is a screenshot of confirmation 3. I played casino without bonuses

1. 9 вересня 2. Ось як все було : у них є бонус програма
    там я вигра їхню внутрієню валюту COIN, обміняв у програмі лояльності, там дали мені 105грн на бонусний рахунок, відіграш лише на ставках, ось результат ставок 
   ставив на все що відповідало вимогам відіграшу, після того як я відігра той бонус мені нарахували 105 або 103 грн на основний рахунок, після цього я виграв у казено 2000+грн і зробив депозин у Litecoin так як мої картки з УКраїни не принімали, коли захотів зробити вивід коштів, прийшла відмова і аккаунт заморозели, і з тої пори вони мені не дають мій виграш і нехочуть повернути депозит! якщо що на все є scrinshot підтвердження 3. У казено я грав без бонусів

Thanks for getting back, IG.Mistik. If I'm interpreting it correctly, did you exclusively engage in the sports betting section?

No, they simply do not have statistics of games played in the casino, I started with sports, and the withdrawal of funds was from the casino from slots, or rather from the game from the PLAYSON COIN STRIKE provider, there I won 2000 and could not withdraw!

Ні, просто у них немає статистики зіграних ігор в казено, з спорту почав, а вивід коштів був з казено з слотів а точніше з ігри від провайдера PLAYSON COIN STRIKE там я виграв 2000 і а вивести не зміг!

Thank you very much, IG.Mistik, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi IG.Mistik,

I've just reviewed your case and am sorry to hear about your struggles with verification and withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear MostBet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? If the only reason for not processing the player's withdrawal request is the verification, would you please specify at which stage it is? Have you received all the necessary documents?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

thank you, I have submitted all the documents that I was told to send, hmm, from this list

Good day, dear player!

Your account has been frozen.

According to clause 3.7 of the rules. for identification, the Bookmaker Company has the right to ask the user for identification documents and conduct a video call.

To carry out the identification procedure, you need to send the following data in response by letter:

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 passport photo next to your face (all data in the document must be clearly visible and not obscured);

3. A photo of your passport with all personal data, next to another personal document of your choice (TIN, RNOKPP, driver's license, birth certificate, foreign passport, military ID, etc.);

4. Skype login;

5. The ID of your game account (the ID is indicated in the personal account in the upper right corner under the "Personal account" button).

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

All data must be sent in one letter.

Mostbet

дякую ваам, я надав всі документи які що мені написали відправити хм ось з цього списку

Добрий день, шановний гравцю!

Ваш акаунт було заморожено.

Згідно з пунктом правил 3.7. для ідентифікації, Букмекерська компанія має право запросити в користувача документи, що засвідчують особу та провести відеодзвінок.

Для проведення процедури ідентифікації Вам необхідно надіслати у відповідь листом такі дані:

1. Фотографію банківської картки, з якої було внесено депозит (якщо карток кілька — достатньо надати фото однієї), а також селфі з цією карткою;

2. Вашу фотографію з паспортом біля обличчя (усі дані в документі мають бути чітко видні та не закриті);

3. Фотографію Вашого паспорта з усіма персональними даними, поруч з іншим Вашим особистим документом на вибір (ІПН, РНОКПП, водійське посвідчення, свідоцтво про народження, закордонний паспорт, військовий квиток тощо);

4. Логін Skype;

5. ID Вашого ігрового рахунку (ID вказано в особистому кабінеті в правому верхньому кутку під кнопкою «Особистий кабінет»).

Після надання необхідних документів, Вам буде призначена відеоконференція в Skype для ідентифікації.

Усі дані необхідно надіслати в одному листі.

Mostbet

Dear IG.Mistik, thank you for the updates. Could you please specify if you have already got any confirmation that your documents have been received and if you already have an agreed time and date for a video call via Skype with the casino? If not, please let us know when there's any news from the casino. Thank you.

Hello, Dear IG.Mistik and Casino Guru!

We are sorry you have a negative impression of our service. For our part, we act strictly with the established rules. According to our rules, verification can take 60 days, and on rare occasions even longer (see Paragraph 2.9 of the Rules). Account verification is a multi-stage process and takes time. We have checked the information and would like to inform you that the account 121608523 was unfrozen on 16.10.2023. We hope that our response will satisfy the complaint.

Best regards, Mostbet.

there is no letter yet. but the acc thawed. thanks for the help. I hope that the complaint will be closed soon

листа ще немає. але акк розморозели. дякую за допомогу. сподіваюсь що скаргу скоро закриємо

and now you have to wait 72 hours for the money to be withdrawn, this is the same thing in crypto-currency, enrollment everywhere almost immediately, only in this case, everything is not as usual!

а тепер 72 год чикати щоб вивели кошт, це щей в криптовалюті зарахування скрізь майже відразу тільки в цього казено все не як влюдей!

Good day. the battery was defrosted. withdrew the funds. I will not go there again. THANKS TO THE GURU TEAM for your help, the complaint can be closed. "indicate in the opes it is said about 60 days of verification"

доброго дня. акк розморозили. кошти вивів. більше туда не зайду. ДЯКУЮ КОМАНДІ GURU за допомогу скаргу можна закривати. "вкажіть в опесі казено про 60днів верефікації"

Dear IG.Mistik, thank you for all the updates. I'm glad to hear that your issue was finally resolved, though it took a little bit of time.

I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and 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.

Best regards,

Natalia

Casino.Guru