Casino suspended my account after a deposit due to lack of identity verification
Dear AskGamblers Team,
I am writing to formally submit a complaint against the betting site MostBet, regarding the sudden blocking of my account and what I believe to be unreasonable and possibly abusive identity verification demands.
Account Registration and Deposit
I registered a new account with MostBet and made a deposit shortly after. Within 1–2 hours, my account was unexpectedly blocked without any prior warning or explanation. I have never previously held an account with MostBet, so there should be no reason for suspicion of duplicate accounts or policy violations.
Verification Process
When I contacted customer service, they informed me that my account would remain blocked until I completed a full identity verification process. Before even reaching the video verification stage, they requested the following documents:
- A government-issued ID or passport
- A photo of the debit/credit card used for the deposit
- A selfie holding my ID/passport
- A selfie holding the debit/credit card
- An additional document verifying my identity (e.g. utility bill or driver’s license)
I found this request to be excessive and concerning, especially since they refused to accept a photo of my credit card where all digits were masked except the last four, which is standard practice for privacy and fraud protection.
Multiple Submissions – Still Rejected
Despite my concerns, I complied and submitted all the requested documents three times via email. Each time, I received the same generic, copy-pasted response, claiming that the documents were unreadable and listing the same document requirements again.
To ensure quality, I even borrowed a high-end mobile phone and took high-resolution photos that clearly show all required details. I submitted:
- My passport
- Selfies holding the passport (attached for AskGamblers review only)
- A criminal record certificate issued by the German government
- My health insurance card
- A pension fund statement
I also clearly explained that I do not have a driver’s license and that I live with my parents, so I am not named on any utility bills.
Yet again, the documents were rejected with the same repeated message. There was no clear explanation, no specific feedback, and no willingness to consider alternative valid documents. This repetitive and dismissive treatment has led me to believe that this may be a deliberate attempt to avoid account verification and withdrawal access.
Concerns
I am growing increasingly concerned that:
MostBet may be operating dishonestly, intentionally making the verification process impossible to delay or avoid payouts.
They are collecting unnecessarily sensitive personal information (such as multiple selfies with ID and credit card), which raises serious data privacy and misuse concerns.
Request for Assistance
I kindly ask AskGamblers to step in and mediate this dispute. All I want is to access my account, have my verification fairly reviewed, and be able to either continue playing or withdraw my remaining balance.
For confidentiality reasons, I have attached only the two selfies with my passport to demonstrate that the documents are indeed readable, contrary to MostBet's claims. I request that you treat these with the strictest confidentiality and use them only for the purpose of this complaint.
Thank you very much for your time and support.
Best regards,
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