Complaint #473 Mostbet Casino

Complaint regarding frozen account and unresolved verification process

By Mert K.

2 hours ago

I am a MOSTBET.pl member with gaming account ID < sent to the casino >.

My account was frozen approximately 3.5 months ago. I first contacted customer support on 16 March 2026 and was asked to provide verification documents. I submitted all requested documents promptly.

Later, I was informed that I needed to attend a Zoom video verification meeting, which I completed successfully. After the meeting, I was told that the review process would take a maximum of 60 days.

However, it has now been approximately 95–100 days, and I have not received any meaningful update or resolution. Every time I contact support, I receive the same automated response.

Financial impact

I deposited around 600 USD, and my account balance at the time of freezing was approximately 4,200 PLN (around 1,250 USD).

I respectfully request that MOSTBET.pl provide a clear explanation of my account status and resolve this matter as soon as possible.

Disputed Casino Mostbet Casino

Reason Verification issues

Amount zł4200

Discussion

94 hours left for mrtkrks60 to respond.

AskGamblers

• Support Team

51 minutes ago

Dear @mrtkrks60,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Mostbet Casino

• Representative

1 hour ago

Hello, Dear Mert K. and AskGamblers Team!

We’re sorry you had a negative impression. We understand, it is unpleasant that your game account is frozen. At the same time, we act strictly within the established rules. Account verification is carried out in all bookmaker companies as one of the security measures for clients’ accounts and consists of a series of steps, each of which takes time.

We have checked the information and are pleased to inform you that your account has been unfrozen on 16.06.2026 as a result of the verification.

It would be appreciated if you could confirm that your complaint has been solved.

Have a nice day!
Best regards, Mostbet.

Mostbet Casino Complaint Stats

Resolved 144 / 150

Avg. Amount $1,440

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Mostbet Casino Complaints

See all complaints for this casino

Withdrawal of PKR 2151 not credited

Hello, my name is Wasiq Fawad.

I joined mostbet about 3 weeks ago. I played a little bit with the casino games (Aviator etc). After some time i decided to withdraw my funds in my account, but it asked me to completed my profile. After i did that, i was successfully able to make a withdrawal request at 15:36. 3rd June, 2026. But i didn't receive the funds in my Jazzcash account. After contacting mostbet support, they asked me to wait for 72 hours as sometimes the payment can get stuck in the system; so i did wait. But after sometime it was showing that the withdrawal was completed so i checked my account and still nothing was credited. After 3 days i contacting them and they asked all the necessary detail like Account no, Mostbet ID no, bank statement etc. Even after i sent them all these a request was created which was closed after 2 days as i looked my old request through their telegram bot. So i contacted them again. This time they asked me to provide a mail response from the bank clarifying that no amount of PKR 2151 is in the system nor was credited to your account. I find it weird because how could I contact my digital wallet about this? But I did after 1 day their reply came and they clarified it that I didn't receive any payment like that. I again lodged a complaint and sent them all the proof example: Bank statement, Mail response, Screenshots of payment etc. Mostbet support filed the complaint but later just like the previous ones it was closed. I was furious so I complaint again and again with all this proof and each time they said that your complaint is forwarded to finance department, they will soon fix your issue don't worry. Later I even called my wallet helpline number and asked them if there is any amount of 2151 PKR deposited in my account. The operator said no, if there was it would show on the screen sir.

Kindly I'm asking Mostbet to withdraw my funds as soon as possible. It been almost 10 days now and I've lodged more then 6 complaint for a mere amount of 2151 PKR. Please solve my issue ASAP.

I've attached all the relevant proof and information regarding this issue. I've also added a fresh bank statement till today to show that I still haven't received any amount of PKR 2151.

Mostbet ID: < sent to the casino >

Withdrawal Amount: PKR 2151

Date/time: 3rd June, 2026 at 15:36 (3:36 PM)

90h left

₨2,151

Declined payment from Mostbet

Dear AskGamblers,

I am submitting a request for assistance with withdrawing funds from Mostbet. After 4 months during which my account was frozen, I wanted to withdraw my remaining funds of 246 USD using USDC. Since I needed to withdraw the funds to a different address, I sent a small amount of USDC from this new address, wagered it, and then requested a USDC withdrawal to this new address. I tried this several times. I spent several hours on the Mostbet chat and even opened a ticket, which was closed without any information or resolution. Another iteration on the chat followed, where I was told that the payment was allegedly rejected by their provider.

After several more hours on the chat, I learned that I am supposed to use a different withdrawal method – meaning I have to send more money, wager it again, and then try to withdraw via that method. Fine, I tried, attempting to send 3 USD via card, but that didn't work either. Without any explanation, after paying with a Revolut card, the system informed me that it was rejected. On the chat, they told me again to try after a few hours. I am very frustrated by this. I have spent several hours communicating with various operators, and I no longer know what to do to get my funds back.

Thank you in advance for your help.

95h left

$246

Casino froze my account and delayed my withdrawal for almost one month

Hello AskGamblers Team,

I would like to file a complaint against MOSTBET.

My MOSTBET account ID: id276426592 Has been frozen for over one month. MOSTBET requested verification documents from me, and I submitted all the required documents according to their instructions.

After I submitted the documents, I contacted MOSTBET live support many times. Their support agents repeatedly confirmed that my documents had been received and told me that I would receive a reply within 48 hours.

However, more than one month has now passed. I have waited through many promised 48-hour periods, but I still have not received any reply from the verification team, any verification result, or any real solution.

My problem is simple: I have already provided everything MOSTBET requested, but my account is still frozen and I cannot use my balance.

I am not refusing verification. I am willing to cooperate with any reasonable verification process. But MOSTBET should not keep my account frozen for over one month without giving me any response after confirming that my documents were received.

I kindly ask AskGamblers to help me contact MOSTBET and request that they immediately complete the verification process and unfreeze my account.

If MOSTBET still needs a video verification call, they should arrange it immediately instead of repeatedly telling me to wait another 48 hours.

I only want MOSTBET to process my verification properly and restore my account access.

Thank you for your help.

Kind regards,

Resolved

$344

Money that did not arrive

Name: < username removed >

ID Mostbet 133797205

On May 26, 2026, at 11:08 PM, I submitted a withdrawal request for 500.00 Egyptian pounds. I waited for the funds to arrive in my Vodafone Cash wallet for about an hour until I fell asleep. I woke up around 5:00 AM on May 27, approximately five hours after submitting the request. It was Eid al-Adha, and I woke up to prepare for the Eid prayer. I checked my Vodafone Cash wallet account on my phone and discovered that the funds hadn't arrived. I then opened the Mostbet app and checked my withdrawal history, only to find that the status showed the withdrawal as "Payment Completed." I contacted customer support and informed them that my withdrawal request hadn't been received. I also sent emails to the finance and technical support departments, explaining the problem and attaching a video recording of my transaction history from my payment app to prove that the money hadn't reached my Vodafone Cash wallet. Unfortunately, I received no response.

About 24 hours after my withdrawal request, which hadn't been processed, I contacted the Mostbet support team again via chat. As soon as they responded, I found they were aware of my problem and asked me to create a video of my Vodafone Cash transaction log from the time of my withdrawal request until I contacted them. The video should show all transactions with their dates and times. I did indeed record a video of my Vodafone Cash transaction log, showing all transactions with their dates and times at the beginning and my Vodafone Cash wallet name and account number at the end. Since then, I haven't received a response and the funds haven't been transferred.

Attached are screenshots of my messages with the operator, both via chat with their support team and email. Each message includes a video recording of my Vodafone Cash transaction history, which is a statement of my account proving that I did not receive the funds and that the money did not reach my Vodafone Cash wallet.

I recommend the operator review the sender and send the withdrawal amount to my wallet number as soon as possible because I haven't received the money. Thank you.

Resolved

ج.م.‏500

Number verification for withdrawal

I have been emailing their Support email address for help regarding verifying my phone number and as of today they saying my number is attached but I am still unable to withdraw funds they keep saying that verify my number and all that and if I click on verify I receive nothing no sms no verification call nothing I have contacted both the Telegram (English Support Bot) and their Online Chat and all say they can do nothing and that I must email their English Support.

I have tried 3 different phone numbers trying to get verified but no Pass Code is sent, two of those numbers are from Barbados (area code 246) and one from Canada (area code 437).

MostBet requires that you verify your phone number before they even to begin processing your withdrawal request. This lack of response is making me feel like they are holding my money hostage, its just stuck there. I can still place bets but why continue if I cant get my winnings out?

Rejected

Frozen Account Verification Problem

Hello,

My account has been frozen even though I already submitted all the required verification documents.

The operator scheduled a video verification call, but unfortunately I missed the first appointment because their email was delivered to my spam/junk folder and I did not notice it in time. As soon as I discovered the message, I immediately contacted support, explained the situation, and asked them to reschedule the interview.

After contacting them again, they finally scheduled a second appointment. I selected the date and time they provided and waited for the call. However, they did not send me the meeting link at the agreed time. Instead, the email containing the link arrived about one hour later than the scheduled appointment time.

I have screenshots showing both the agreed appointment time and the actual time they sent the email. I have work and personal responsibilities, and I cannot spend hours constantly monitoring my email waiting for a delayed message.

At the moment, I have 124 USD locked in my account and I am unable to access my funds or use my account normally. I am fully willing to cooperate and complete the verification process, but I kindly ask the operator to arrange a proper appointment and send the meeting link on time.

I would appreciate your assistance in helping resolve this issue as soon as possible.

Thank you.

Saed aloran
ID mostbet : 255783244

Resolved

$124

Mostbet Casino- Mostbet withdrawal pending for 7 days

Withdrawal requested: May 5 2026
Amount: 1054 PLN
Method: BLIK

My withdrawal has been pending for almost a week.
Support keeps repeating generic answers such as “please wait” and “we are waiting for the provider”.

My account is fully accessible and the withdrawal still shows as pending, but no real update or payment has been provided.

I am posting this complaint because support has not provided any concrete resolution timeframe.

gaming id - 275527750

Resolved

zł1,054

Request to remove betting limit

Hello,

My Mostbet account was previously frozen, and after it was unfrozen, I received an email from Mostbet stating that I could apply for an increase in my betting limit after 90 days.

More than 90 days have already passed since my account was unfrozen. I contacted Mostbet support by email and requested them to increase or remove my betting limits, but they have not provided any proper resolution.

I am a verified user and have been using my account regularly.

I kindly request Mostbet to review my account and remove or significantly increase my betting limits as promised.

Thank you for your assistance.

Account email:

Resolved

50000 Not Credit Into My Account

Dear AskGamblers Team,

I would like to report another unresolved deposit issue related to my Mostbet account
Gaming ID

On **3 April 2026 at 12:06 AM**, I made a deposit of **PKR 50,000** to my Mostbet Agent account. The amount was successfully deducted from my bank account, but it was never credited to my Mostbet balance.

Transaction details are as follows:
Amount: PKR 50,000
Date: 3 April 2026
Time: 12:06 AM
Reference Number: 123876

I previously contacted Mostbet support regarding this issue, and they requested **PDF Statement**, which I already provided. However, the issue is still unresolved.

I have also submitted a complaint to my bank to trace this transaction. According to my bank records, the amount was successfully processed.

I kindly request AskGamblers to investigate this matter and assist in resolving this missing deposit.

I am ready to provide any additional documents or bank confirmations if required.

Thank you for your support.

Best regards.

Resolved

₨50,000

Two deposits not credited to my account

My Mostbet Gaming ID is 150343241
First Deposit:
Amount: 45,000 PKR
Date: 5 March 2026
Time: 6:00 PST
Reference Number: 060009

Second Deposit:
Amount: 20,000 PKR
Date: 30 March 2026
Time: 2:56 AM PST
Reference Number: 025615

Both payments were successfully deducted from my side, but the funds are still missing from my Mostbet account. I have the transaction proof and screenshots for these deposits.

I have already tried contacting the support team but the issue has not been resolved. I kindly request AskGamblers to help investigate this matter and ask the casino to credit my missing deposits as soon as possible.

Resolved