MostBet Casino - Das Konto des Spielers wurde gesperrt.

I was playing the slots without any problem, making my deposits and withdrawals as normal. When I earned that amount mentioned above, my withdrawals began to decline. I contacted technical support and they informed me that they were reviewing my account, that I should continue playing as normal, days later they blocked my account, I contacted technical support again and the same agent told me that he did not know what the problem was, that he even my account if it was verified. After that, they no longer assisted me in technical support, they just gave me an email address and that all the procedures would be through that means.

I already sent all the information and documentation required by the casino, they even made a verification call to me via SKYPE and I showed them the requested documents and still they have my account and winnings frozen. It's been 60 days since the account was blocked and I still haven't received any response or why? from blocking or withholding my winnings. They just tell me to wait.

I think it's time enough for them to verify the account and pay me my winnings.

When I lost money they didn't cancel anything, when it was time to win they blocked me and left me on hold. it's not fair.

I hope you can help me, it no longer allowed me to send more screenshots but I have all the necessary support to check anything. If you provide me with an email, I will send you everything

ID. 93604587 CHRISTIAN IVAN R******** M********

Estuve jugando en las maquinas tragamonedas sin problema alguno, hacia mis depósitos y retiros de manera normal. cuando gane esa cantidad arriba mencionada empezaron a declinarme los retiros. me comunique a soporte técnico y me informaron que estaban revisando mi cuenta, que siguiera jugando de manera normal, días después me bloquearon mi cuenta, nuevamente me comunique a soporte técnico y el mismo agente me indico que no sabia cual era el problema, que incluso mi cuenta si estaba verificada. después de eso ya no me atendieron en soporte técnico, nada mas me dieron una dirección de correo electrónico y que todas las gestiones serian por ese medio.

ya envié toda la información y documentación requerida por el casino, incluso ya me hicieron una llamada de verificación vía SKYPE y les mostré los documentos solicitados y aun así tienen mi cuenta y ganancias congeladas. ya van 60 días del bloqueo de la cuenta y aun no recibo respuesta alguna ni del porque? del bloqueo ni de la retención de mis ganancias. solo me dicen que espere.

Creo que ya es tiempo suficiente para que hayan hecho la verificación de la cuenta y me paguen mis ganancias.

Cuando perdía dinero no me cancelaron nada, a la hora de ganar me bloquean y me dejan en espera. no es justo.

Espero me puedan ayudar, ya no me permitió enviar mas capturas de pantalla pero tengo todo el soporte necesario para comprobar cualquier cosa. si me proporcionan un correo, les hago llegar todo

ID. 93604587 CHRISTIAN IVAN R******** M*******

Dear christianrodriguez,

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 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?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Good evening, I don't remember the exact date of registration at the casino but I had been playing for 2 or 3 months, depositing and withdrawing winnings without any problem.

I mainly play slot machines, the problem started when I got a big win, but it was because I bet big (or big).

the prize that I have accumulated is playing without a bonus.

I already sent you screens to the email you provided me, if you require anything else, I remain at your service. Annex some by this means.

Buenas noches, fecha exacta de registro en el casino no la recuerdo pero ya tenia 2 o 3 meses jugando, depositando y retirando ganancias sin ningun problema.

Juego principalmente maquinitas tragamonedas, el problema empezo cuando saque un premio grande, pero fue debido a que aposte en grande (o fuerte).

el premio que tengo acumulado es jugando sin bono.

Ya te mande pantallas al correo que me proporcionaste, si requieres algo mas, quedo a tus ordenes. Anexo algunas por este medio.

Thank you very much, christianrodriguez, 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. However, I would like to warn you that it seems to be a common practice of MostBet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hi christianrodriguez,

I've just reviewed your case and am sorry to hear about your struggles with MostBet. 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? Would you please specify what are the reasons for blocking the player's account and declining his withdrawal requests?

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

Kind regards,

Natalia

Good night:

Today I sent an email to the MostBet Casino again so that they would inform me of the status of my account and they keep telling me that I have to wait, it really is very frustrating since in their policies they say that 60 days, but they attach the legend that it can increase or reduce the term due to the complexity of the case. So my question is: by saying increase, do you leave open the possibility that it could be 1 day, 1 week, 1 month, 1 year??? It is completely unfair and even more not giving any clear explanation of the matter.

I hope they give me a quick solution and verify my account, unfreeze it and allow me to withdraw my earnings. Please be fair and honest.

id 9***

Buenas noches:

El dia de hoy nuevamente mande correo electronico al Casino MostBet para que me informaran del estatus de mi cuenta y siguen diciendome que hay que esperar, realmente es muy frustrante ya que en sus politicas dicen que 60 dias, pero anexan la leyenda que puede aumentar o disminuir el plazo debido a la complejidad del caso. Asi que mi pregunta es: al decir aumentar dejan abierta la posibilidad de que puede ser 1 dia, 1 semana, 1 mes, 1 año??? Es completamente injusto y mas aun no dando ninguna explicacion clara del asunto.

Espero me den pronta solucion y me verifiquen mi cuenta, la descongelen y permitan que retire mis ganancias. Sean justos y honestos por favor.

Id 9***

Hello, dear all!

Dear christianrodriguez, we are sorry that you have such an opinion about our company.

Note that in accordance with clause 2.9, account verification may take 60 or more (in rare cases) days.

Checking an account is a whole range of different actions, the timing of which varies, and therefore the above time is laid.

Account verification exists in all BC without exception. If the check does not reveal any discrepancies, then the account is subject to unblocking.

Any potential player can familiarize himself with the rules before registration and already on the basis of this make a decision about what kind of game strategy to build. By registering in our BC, you agree to these rules.

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

Let's hope for a positive decision!

Have a nice day!

Your Mostbet.

Thank you for the reply, MostBet Casino. As I can see from the player's initial post, it's already been more than 60 days. Can you provide a more specific deadline, since 2 months is an unusually long time already? Are the any reasons for such a lengthy verification process?

Hello, Dear christianrodriguez!

We are pleased to inform you that your gaming account has been unfrozen on 24.08.2023 and is in "active" status. 

We'll be waiting for you on our website!

We hope that our response satisfies your complaint.

We wish you good luck.

Best regards, Mostbet.

Thank you for the updates, MostBet Casino!

Dear christianrodriguez, can you please confirm that your account is finally fully verified? Can we close your complaint as resolved?

That is correct, thank you very much. My account is active.

Greetings

Es correcto, muchas gracias. Mi cuenta esta en activo.

Saludos

Dear christianrodriguez, thank you for the confirmation. I'm glad to hear that the issue has been resolved successfully. 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