Account frozen no video call and no updates in 3 weeks

Dear AskGamblers Team,

I am writing to request your help regarding my account at Mostbet (Account ID: 245596772. My account was frozen without warning on October 29, 2025, and despite following all instructions, providing full verification documents, and agreeing to a video call, there has been no progress for over 3 weeks.

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Background

On October 29, I received an email stating that my account had been “temporarily suspended for security reasons.” I was told to follow verification instructions via email and a link from their website. When I log into my account, it still shows:

“Your account has been temporarily frozen for security purposes. Please contact the Support Service via any convenient method…”

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What I Provided

Per their instructions, I submitted the following:

• Full ID documents: passport + secondary document

• Selfie with ID

• Screenshot of my card used for deposit

• Selfie with that card

• Screenshot of a recent transaction from the Skrill app

• Link to my Telegram account

This was all sent to [email protected] on October 30.

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Scheduled Video Call That Never Happened

On the same day, I was asked to choose a Zoom call time for ID verification. I selected November 1, 2025 at 14:20 GMT+2, and they confirmed this.

However, I never received an invite or link to the call, and no one showed up.

After I emailed asking about the missing link, they replied the next day saying:

“The previously planned video conference did not take place. It will not be rescheduled. Our administration will decide without the call.”

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Since Then

• I followed up again on November 4, politely asking for a status update.

• They replied: “Please wait for notification of the decision by e-mail.”

• I waited another two weeks and followed up again on November 18. Same reply.

It’s now been more than three weeks since that last message. I have not been asked to provide anything else, and I’ve fully cooperated.

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Money & Bet Locked

There is a remaining balance in my account (less than I deposited, but not zero), and one unsettled bet that should have been a winner. I currently have no access to either, and I’ve been stuck in “please wait” mode for weeks now with no progress.

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Request

I’ve done everything Mostbet asked. I’m simply asking for:

1. My account to be reviewed fairly

2. Access to my funds and resolution of the bet

3. A proper update on the status

I kindly ask the AskGamblers team to assist in getting this issue reviewed. I am happy to provide any further evidence if needed (documents, screenshots, email history, etc.. I can't seem to be able to attach it here).

Thank you very much for your time and support.

Best regards,

Account ID: < sent to the casino >