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After a series of successful deposits and withdrawals with a verified account, my account is now frozen. Despite my numerous requests to mostbet's support team for the reason behind the freezing, they wanted to do a video call for verification. We scheduled the video call for 1.5 months later!!! I never received the call, and after 2 weeks of continuously emailing them with no response, they finally emailed me to set a new date for the call, this time 2 months later!!! I chose the date and time that suited me, but up until now, I have not received any response.

Ύστερα από μια επιτυχημένη σειρά καταθέσεων και αναλήψεων με ταυτοποιημενο λογαριασμό, ο λογαριασμός μου είναι παγωμένος και από το τμήμα της mostbet ύστερα από αρκετές μέρες με αίτημα μου για τον λόγο που πάγωσε ήθελαν να κάνουμε βιντεοκληση προφανώς για ταυτοποίηση. Έτσι κλείσαμε ραντεβού μετά από 1.5 μήνα!!! Ουδέποτε έλαβα κλήση και ύστερα από 2 εβδομάδες με συνεχή emails από τη μεριά μου χωρίς να λαμβάνω κάποια απάντηση μου έστειλαν email να ορίσουμε νέα ημερομηνία μετά από 2 μήνες!!! Επέλεξα την ημερομηνία και ώρα που προτιμούσα και ακόμα και τώρα δεν έχω λάβει κάποια απαντηση

Dear adrsinop,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Has the casino not confirmed the date of your video verification call yet? According to the screenshots, the suggestions for your verification call were sent only yesterday. I recommend waiting for a couple more days for confirmation from the casino. Regarding the date of the call, please understand that we are unable to force the casino to set an earlier date for you.

Was your previous video call confirmed by the casino? Did you provide the casino with the correct contact details for the video call?

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.l@casino.guru.

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

Best regards

Veronika

Dear adrsinop,

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.

Thank you for reaching out to us via email. To ensure prompt assistance, please use the email address that is listed in our system. Additionally, we recommend submitting your comments directly in the complaints thread to prevent the timer from expiring and triggering an automated message about your lack of response.

Do I understand correctly that you have not yet sent any identity documents to the casino for verification? No ID or payment card?

Did you have any additional contact with the casino after August 29, when the verification call was scheduled? Have you shared your Skype contact information with the casino, or is your Skype contact information already filled out in your casino profile?

The player sent us the following email:

Dear Veronica. I have sent every paper they needed to get verified as I am until right now. Otherwise I couldn't withdraw. As I mention from the beginning deposits and withdrawals were fine until the frozen my account and set a video call appointment. They never asked any other details. Skype name or number

Could you please specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

The player sent me the following email:

Αγαπητή βερονικα επαιζα αθλητικό στοίχημα και live και pre games

Thank you for the update.

As you might know, our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. Therefore, I will be forced to reject your complaint.

Thank you very much for your understanding.

Best regards

Veronika