MostBet Casino - Счет игрока был закрыт, а выигрыши конфискованы.

Mostbet scammed me for 4000 euros.

I was in the process of verification and waited 3 or 4 times for skype call they always fail to make. Then, in an outrageous move Mostbet just closed my account and took all my funds. They stopped responding to my communication and even blocked my ip from access to the site.

Dear bartman123,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve had with MostBet, especially regarding the verification process and your account closure. I understand how concerning this must be, particularly with the funds involved.

To help us better understand and assist with your case, could you please provide some additional details?

• Could you confirm the exact dates when the Skype calls were scheduled, and any reason MostBet provided for not following through with them?
• Did MostBet give any specific reason for closing your account and seizing the funds, either in writing or verbally?
• Have you received any emails or messages from MostBet explaining the outcome of the verification process?

If you have any relevant communications with MostBet, such as emails or messages confirming the scheduled verification calls, explanations regarding the account closure, or any other related correspondence, please feel free to forward them to petronela.k@casino.guru. Your cooperation is essential for us to proceed with this case and advocate effectively on your behalf.

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

The dates were: 14.03.2024 14:40 GMT+1, 16.04.2024 14:00 GMT+1, 10.05.2024 15:20 GMT+1.

Afterwards, I was only told the call was not made due to technical reasons.

After each failed call, they asked me to chose another date, until they stopped responding altogether and blocked my account. I don't know why they did it, probably because I won a lot of money.

Hi bartman123,

Thank you for sharing these details with us. I can imagine how frustrating and unfair this situation feels, especially with such a significant amount of money on the line. It’s deeply disappointing when verification procedures fall through repeatedly, only for the account to then be closed and communication cut off entirely.

• Could you let us know how long ago you registered the account and whether you had fully completed the account verification process in the past?
• Were there any specific games you played frequently (such as live casino games, slots, or sports betting)?
• Could you confirm if you accumulated these winnings with or without an active bonus?

Looking forward to hearing from you.

I used live casino.

I opened the account around 6 months ago.

I sent them all the documents they required for verification. After that they scheduled a series of skype calls they never made. Then they just closed my account.

I never took any bonus.

Thank you very much, bartman123, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you bartman123 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MostBet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

Hello, Dear bartman123 and Casino Guru!

We are sorry to hear that you have had a negative impression. We always strive to improve the experience of our users and deal with any situation.

Account verification is carried out in all betting companies as one of the measures to ensure the security of customer accounts. 

We received information from the security department that as part of the verification procedure the client was scheduled for a Skype video call three times, but unfortunately the client did not contact us at the scheduled time. 

The video call is a mandatory part of verification. When a client fails to contact several times, it is considered as a refusal of the video call. 

Our specialists sent an offer to choose a new date to the player's contact email. Please reply to this email to be assigned a new date for the video call.

Best regards, Mostbet.

Firstly, Mostbet is the one who failed to make the Skype calls. I've been begging them to complete the KYC for months. I can show all the e-mails exchanged to prove it.

Upon CasinoGuru intervention. Mostbet did write me an e-mail in which we agreed on Skype call which was supposed to take place today, but didn't come to life. I reached out to all Mostbet Skype profiles I found, but didn't get any answer.

It is apparent that Mostbet has no intention of restoring my account and allowing me to withdraw.

I believe the only fair resolution to the case is ruling Mostbet liable and allowing me full access to my balance.

Im attaching the screenshot of my attempts of reaching out to Mostbet on Skype.

Dear MostBet Casino representative, can you let us know what the issue is with the player's verification? Is there something specific the player has to do to be able to receive it? Thank you in advance for the clarification!

Why is the countdown clock running for me? Im not the one required to answer

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, Dear bartman123 and Casino Guru!

At this time, we have received information that the player is scheduled for a video call on 12/12/2024. Please be in touch, our specialists will contact you at the scheduled time.

Best regards, Mostbet.

Thank you for the update, I would like to ask both parties to keep us updated on the situation. Thank you!

The call finally took place. I presented my ID and answered all the questions. There is absolutely no reason for Mostbet to further freeze the account.

Yesterday I received e-mail saying my account was closed and my funds confiscated despite completing KYC. Casino Guru, can you intervene in such grave injustice? This is borderline criminal.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, Dear bartman123 and Casino Guru!

The game account was blocked in accordance with Paragraph 2.10 of the Rules: 

 If a Player is suspected of committing fraudulent actions against the Betting Company (multiple accounts, multiple sessions (multiple simultaneous active sessions on one account), bets made by third parties, the use of betting automation software, playing on arbitrage situations, bets placed to exceed the limits set by the Company, misuse of Loyalty Programmes, or if the gaming account is not used to place bets, etc.), the Betting Company reserves the right to prevent these fraudulent actions by:

 Cancelling bets.

 Restricting withdrawals.

 Closing the client's account without reimbursement.

Unfortunately, we do not know the details of the blocking of the account, the security department do not disclose the details of the verification and decision.

 Have a nice day!

 Best regards, Mostbet.

Dear MostBet Casino representative, Would it be possible to request the details from the security team and clarify why the account was closed? Thank you in advance!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru, its apparent the only reason they closed my account is because I was a winning customer. This website is a total scam and should be blacklisted in all possible ways.

Dear bartman123, as the casino has not responded nor provided me with any evidence to support their accusations I am forced to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter