Mostbet Casino - Frozen account and sms issue

Hello, Dear Mvemontero and AskGamblers Team!

We always strive to improve the experience of our users and deal with any situation.

Unfortunately, your game ID is not displayed in the complaint.

Please provide your account ID so that we can look into your problem.

Best regards, Mostbet.

Hi ,

Thanks for the fast reply.

The id is 256234748

Best

Thank you for the data provided.

To complete the identification procedure, you must send the following information to [email protected]:

1. A separate photo taken on a flat surface and a selfie holding the bank card used to top up your game account. (If you topped up your account through an agent, virtual wallet, or card, please provide a screenshot of your details and the transaction receipt for the top-up.)
2. A photo of any additional identification document (insurance policy, birth certificate, driver's license, international passport, etc.) placed next to the main document. Two documents - one photo.
3. Your current email address, where you will receive a link to connect via Zoom;

After providing the required documents, you will be scheduled for a Zoom video conference for identification.

Please note that your account will remain frozen without providing documents and video call.

Have a nice day!
Best regards, Mostbet.

Ok. I have already submitted all the required documentation.

We have received your information. Unfortunately, you have not provided all the necessary documents.

To complete the identification procedure, you must provide the following information:
1. A photo and selfie with the bank card used to fund your gaming account. (If you funded your account through an agent, virtual wallet or card, you must provide a screenshot of your details and a receipt for the transaction used to fund your gaming account).
2. A photo of your passport with all your personal details, next to another personal document of your choice;
3. Your current email address for communication on Zoom.

Please check your email and provide the necessary documents to resolve the issue. Your account will remain blocked until the identification process is complete.

Yours, Mostbet.

Hi.

Sorry, but you have all that exact information in the email.

Please, if you’d be so kind, could you tell me what it is that you don’t have, what I haven’t sent you, or what’s missing? Because it’s included in each of the three points

We have verified the information. You have not provided all the data required for video conference.
To complete the identification procedure, you must provide the following data:

1. A screenshot of your electronic account details.
2. A photograph of your passport with all personal data, alongside another personal document of your choice (insurance policy, birth certificate, driver's license, international passport, etc.).

Have a nice day!
Yours, Mostbet.

Dear @Mvemontero,

The AskGamblers Complaint Team is kindly asking you to assist the Mostbet Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Dear AskGamblers Team,

Thank you very much for your message and for your kind assistance.

I would like to clarify that I have already sent all the requested verification documents to the Mostbet Casino team via email. Before opening this complaint on AskGamblers, I had several exchanges with them directly by email, but unfortunately, those conversations were not successful, which is why I decided to seek your help here.

Mostbet initially asked me to provide an official ID document, proof of funds (including a screenshot), and to confirm my address through a Zoom call. I submitted all of that by email. Now, they are also requesting a passport. However, I currently do not have a passport — in Venezuela, very few people do — and obtaining one would cost around $350. I am willing to get it if it is absolutely necessary, but I find it surprising that my official national ID document is not sufficient.

Regarding the deposit method, I would like to clarify that my deposit was made in cryptocurrency, not by bank card. Therefore, I am including the wallet addresses, transaction hash, and screenshots as proof of payment.

I am using AskGamblers because I am truly lost in this situation. When I try to withdraw my funds, I face constant obstacles, even though depositing was quick and without any issue. I am now at the point of feeling quite desperate, and I sincerely hope you can help me resolve this matter.

I also want to leave clear record that I am now sending the requested documentation here through AskGamblers’ private system. Additionally, I can provide much more information — including screenshots and transcripts of my previous private chats with the casino — if needed.

I kindly ask AskGamblers to take note of this and assist me in any way possible. I truly appreciate your time, understanding, and support.

Kind regards,

Hello, Dear Mvemontero!

Please carefully review the list of required documents.
The video conference will not be scheduled until you provide all the necessary documents.

You must send the following document:
-A photo of any additional identification document (insurance policy, birth certificate, driver's license, international passport, etc.) placed next to the main document. Two documents - one photo.

The document you provided is not suitable for verification.

Hi,

I’m attaching all the documents you requested — my National Identity Document plus two oficial documents: Birth Certificate, and Tax Identification Document.

Please note that the tax identification document includes an official QR code you can scan for verification or to access further details.

With all this information, I believe you now have everything needed to complete the verification process. I really hope this will be the final step, as I’ve already shared a lot of information and documents throughout this process.

Thanks for your understanding and cooperation.

Best regards,

Dear, Mvemontero!

Thank you for providing the documents.

Our experts have informed us that they can offer a solution without a video conference.
If the verification is successful, we will notify you immediately.

Yours, Mostbet.

thanks; I’m impatiently waiting for your response

Please note that verification can take 60 days, and on rare occasions even longer. We're doing our very best. Account verification is a multi-stage process and takes time.
Once verification is complete, we will send you a notification

We hope that the final decision will be positive and you will get back to the game!

Yours, Mostbet.

Dear Mostbet Casino,

Kindly note that investigations and verification typically don't take longer than 30 days at the most. Therefore, we cannot support your statement that it could take up to 6o days or even longer months. Even if this information is stated in your terms, the AskGamblers Complaint Team cannot support such an extended delay for concluding an investigation.

Given this, we'll extend the timeframe for another 96 hours. Beyond that, we'll have no other choice but to close the complaint as Unresolved until the investigation concludes. Once the investigation is finalized, you will be welcome to request the reopening of the complaint.

We have checked the information and would like to inform you that the gaming account was unfrozen on 27.10.2025, according to the verification results. The account is active. However, before the winnings can be paid out, the customer must provide additional documents as part of the KYC procedure.

Please understand that KYC is a very important process where the bookmaker company ensures that money is sent to the rightful owner.

Have a nice day!
Best wishes, Mostbet

Dear Mostbet Team,

Of course, I fully understand that the verification process is very important and necessary.

Could you please let me know which additional documents are required to complete the KYC process, so that I can proceed with the withdrawal of my funds?
(It would be surprising if there’s anything I haven’t already provided, but I’ll be more than happy to send you any further information you may need.)

Please indicate exactly which documents or details are missing, and I’ll gladly provide them right away.

The documents were requested from you by email. Please stay in touch with our colleagues at [email protected].

Have a nice day!
Best regards, Mostbet

Hi,

I’ve reviewed the email you sent, and it seems you’re asking for the same information I’ve already provided — actually, even less than what I shared before. You can check that all of that information is already available in this same thread and on previous emails .

You wrote:

*“To withdraw funds from your account, you must complete verification. Please provide the following data in a return email (according to Paragraph 3.7):
1. Your photo with a passport (ID card) near your face (all data in the document must be clearly visible and not covered);
2. A photo of your passport (ID card) with all personal data, next to your other personal document of your choice (tax certificate, insurance certificate, driver’s license, birth passport, military ID, etc.);
All information must be provided within a single email in response to this message.”*

Could you please review it and confirm if there’s anything specific still missing?

Thank you for your help.

Best regards,

To complete the KYC procedure, some documents may be requested again. You must provide all requested documents.

Sincerely, Mostbet

As requested, I have attached the requested information and i have also sent it to you by email.

1. A photo with a passport (ID card) near my face (all data in the document is clearly visible and not covered);
2. A photo of my passport with all personal data, next to other personal documents(id card and tax certifícate).

Thanks

To complete the KYC procedure, please stay in touch with our colleagues at [email protected]. They are responsible for the verification of your account and will request all necessary documents in order.

Have a nice day!
Yours sincerely, Mostbet

No. If you don’t mind, I’d rather not use the email channel. I prefer to keep using the AskGamblers channel, since I actually ended up here because you weren’t replying to my emails. In the last post, you’ll find the information you requested. Please tell me what else you need — I’ll gladly provide anything required. We’ve been dealing with this for a month now.

Best