KYC authentication issue going on for a long time

Dear AskGamblers Team, I am lodging a complaint against Mostbet Casino. My account has been frozen for over 100 days with a 100,000 HUF balance. According to the rules, the maximum investigation time is 60 days, which Mostbet has violated. I submitted all requested verification documents immediately, but they are doing absolutely nothing. For 100 days, I have received the exact same copy-paste template response stating that my account is "under review". I request Mostbet to unfreeze my account and release my 100,000 HUF immediately. I can provide all screenshots of my documents and their replies

id275238504

< full name removed >

Dear AskGamblers Team,

I am filing this complaint against Mostbet due to the prolonged verification process, the unjustified restriction of my account, and the complete lack of customer support.

I have fully cooperated with the casino's verification procedure, provided all requested documents correctly and within the required timeframe to [email protected], and I have not violated any rules. Despite this, my account remains restricted. I have contacted their support team multiple times via live chat and sent several emails over the past weeks, but I have received absolutely no response or clear update regarding the status of my verification.

There is currently approximately 81,000 HUF available on my account balance, which I cannot access due to the ongoing restriction. This situation is causing unnecessary and completely unacceptable inconvenience.

I have attached all the necessary evidence, including screenshots of the restricted account, the balance, and the submitted documents/communications.

Account details:

Name: < username removed >

Mostbet ID: 279736054

Registered Email: < email address removed >

I kindly request the assistance of AskGamblers to have my case reviewed immediately, the verification process completed, and my access to the account and funds restored.

Thank you for your help and cooperation.

Hello,

My Mostbet Casino account ID 275733400, email <removed>, was frozen around 14.06.2026.

The balance on the account is exactly 340,287.51 CZK. I have provided all requested documents - ID, selfie with ID, proof of address, proof of payment method. Support confirmed they don't need anything else.

Since then, I have only received automatic replies that verification can take 60 days according to paragraph 4.1, and I should wait.

This is not a complex fraud case; I played normally, and I want my winnings to be verified and withdrawn. 60 days is the maximum time, not standard time.

I request immediate completion of verification and release of my funds in the amount of 340,287.51 CZK.

Thank you.

Hello. I made a deposit of 10000 pkr with payment method easypaisa auto on 17 july 2026- 10: 36 am [pakistan time]. All the time that passed, I mean that 80 hours, when I was asked the agent to resolve my issue, they just had one excuse: your complaint is already forwarded to financial team, but there has been no positive response. I asked them to give me some reference number for my complaint and they said we are not allowed to share reference number with customers. They are entertaining the merchants with players' funds for more than 3 days. The merchant name on easypaisa is [ nexterasphare pvt ltd]. I am attaching all my evidence. I shall be grateful for your help.

Regards.

< full name removed >

player i.d. [138787771]

ph# 00923149911358

email. < email removed >

payment transaction id. [ 52830243925]

payment order i.d [ 1784266533968531527]

Note. Attached PDF password is [7173]

I am submitting this complaint regarding two outstanding withdrawal transactions:

- 399 EGP

- 555 EGP

These withdrawals belong to the same period as my previous issue from mid-May 2026, during which a large number of my withdrawals failed to reach my wallet.

The main part of that dispute was previously resolved through AskGamblers, where Mostbet's Financial Department eventually returned 17,345 EGP after reviewing all submitted evidence.

However, these two withdrawals were not included in that previous complaint and therefore had to be reported separately.

Mostbet requested documentation again, and I fully complied by providing:

- Complete PDF account statements.

- A clear video proving that the withdrawals never reached my wallet.

Customer Support confirmed that all documents had been forwarded to the Financial Department. Since then, no additional documents have been requested.

Despite having a complete file, both requests remain "under review" without any final decision or explanation for the prolonged delay. Customer Support repeatedly provides the same generic response that the Financial Department is still reviewing the case.

I respectfully request that AskGamblers investigate these two remaining withdrawals as a continuation of the previously resolved issue and to ask Mostbet to issue a final decision without further unnecessary delay.

My mostbet player id is < sent to the casino >.

I have successfully transferred npr 21000 in mostbet agent wallet.But it has been 2 days still amount is not credited in my player id.Mostbet support is officially operating in bad faith. They have given me the exact same line—claiming the issue is 'before the finance department specialist'—multiple times over the past two days. It is a proven stall tactic.

They refuse to give a timeline, and they keep repeating the same script while holding my NPR 21,000. My eSewa Code is 1LDVOEO and Mostbet Ticket is SR7622944. I have officially stopped interacting with their deceitful live support.

I have send you necessary proof of payment with agent name and wallet id number.i hope you will sort out my problem soon.

My Mostbet account was unexpectedly blocked on June 17th. I have already completed all the necessary verification steps required by their team, which also included a detailed Zoom video call verification on June 22nd. It has been many days now since the verification process was completed, but I am still not receiving any proper response or access back to my casino account. My funds are currently stuck inside the account, and I cannot access them. Please help me contact Mostbet management to get my account unblocked as soon as possible.My Account Details:< removed and sent to the casino >

Hello team,

I have a problem that I withdrew +/- PLN 600 a long time ago, and the transaction is still "waiting for processing" .

I've never encountered anything like this before; that's why I'm writing.

I also really need the resources.

Contacting support is useless; every time the same, useless answer, so I came here.

Have a nice day.

Dear AskGamblers Team,

I am filing an official complaint against Mostbet Casino regarding a missing withdrawal of 750 PLN requested by player < account id sent to the casino >

The casino's system claims that a payout of 700 PLN was processed on 17.06.2026 at 11:55. However, this money never arrived at my bank account, and the casino arbitrarily altered the initial transaction amount from 750 PLN to 700 PLN without my consent.

I have already provided the casino's support with an official, digitally signed banking certificate (PDF) from my bank, PKO Bank Polski, generated in accordance with Article 7 of the Polish Banking Act. This official accounting document clearly proves that NO deposit or transfer of 700 PLN or 750 PLN was received on 17.06.2026, or any date after.

The transaction was clearly rejected or frozen by their payment gateway. The casino's live chat support completely ignores the official banking evidence and refuses to escalate the case to a senior financial officer.

I request Mostbet Casino to trace this transaction using the Acquirer Reference Number (ARN) or immediately return the full amount of 750 PLN to my player balance.

Best regards,

< name and account id removed >

Dear AskGamblers Complaint Team,

I am submitting this formal complaint against Mostbet regarding 8 withdrawals that were approved by the casino but were never received in my Etisalat Cash wallet.

Account ID: 276733388

Payment Method: Etisalat Cash (Egypt Mobile Wallet)

Total Missing Amount: 17,345 EGP

Missing Transactions:

SR7585031 – 4795 EGP

SR7583278 – 3535 EGP

SR7585028 – 3000 EGP

SR7581985 – 2000 EGP

SR7584172 – 1660 EGP

SR7583814 – 1240 EGP

SR7581981 – 670 EGP

SR7581982 – 445 EGP

Mostbet claims that these withdrawals were completed on their side. However, none of these amounts were ever received in my wallet.

I contacted Etisalat Cash multiple times, and they checked the transactions and confirmed that there are no incoming funds for these amounts.

Mostbet requested that I provide an official document from Etisalat Cash confirming that I did not receive the funds.

I contacted Etisalat Cash regarding this exact requested document, and they confirmed that this document/template does not exist in their system, is not issued by them, and cannot be generated from their side.

Etisalat Cash explained that their wallet system is fully digital and they only provide official system-generated PDF statements. Since there are no incoming transactions recorded for these amounts, they cannot issue a document confirming the absence of transactions that do not exist in their records.

I have already provided Mostbet with my official PDF wallet statements more than 15 times, as well as the official response from Etisalat Cash through their verified customer support channel confirming that the funds never entered my wallet.

I would also like to highlight that I have been following up with Mostbet’s Egypt support email for more than one month as they instructed me to do, but I have received no response from that department.

The only channel where I receive replies is Telegram support, and their response remains the same every time: requesting the same unavailable document from Etisalat Cash.

Despite all the provided evidence, Mostbet has not provided a real investigation result or a valid explanation, and they continue delaying the resolution by requesting a document that Etisalat Cash confirmed does not exist.

I would also like to mention the personal impact of this unresolved issue.

Because my withdrawals were approved and I expected my funds to be available, I made financial commitments relying on receiving these funds. Unfortunately, due to the long delay and the fact that the money never arrived, I was unable to fulfill these obligations, which caused me significant financial pressure and personal stress.

I request AskGamblers’ assistance in reviewing this case and requesting a fair resolution from Mostbet.

I request that Mostbet provide either a valid and verifiable proof that the funds were successfully delivered to my wallet, or a proper investigation and resolution for the missing amount of 17,345 EGP.

Thank you for your assistance.

Kind regards,

<full name removed>