Queja #473 Mostbet Casino

Complaint regarding frozen account and unresolved verification process

Por Mert K.

hace 1 hora

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.

Casino en conflicto Mostbet Casino

Motivo Problemas de verificación

Cantidad zł4200

Discusión

Quedan 95 horas para que mrtkrks60 responda.

Mostbet Casino

• Representative

hace 13 minutos

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.

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Cantidad promedio $1,740

Duración media de quejas 7 días

Tiempo de respuesta promedio 2 días

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Cuenta congelada sin videollamada y sin respuesta

Estimado equipo de AskGamblers:

Les escribo para solicitar su ayuda respecto a mi cuenta en Mostbet (ID de cuenta: 231670110). Mi cuenta fue congelada sin previo aviso el 27 de noviembre de 2025 y, a pesar de haber seguido todas las instrucciones, proporcionar todos los documentos de verificación y aceptar una videollamada, no ha habido ningún avance en más de 3 semanas.

Antecedentes

El 27 de noviembre recibí un correo informando que mi cuenta había sido “temporalmente suspendida por razones de seguridad”. Me indicaron seguir instrucciones de verificación enviadas por correo y un enlace en su sitio web. Al iniciar sesión, mi cuenta sigue mostrando el mensaje:

“Su cuenta ha sido temporalmente congelada por motivos de seguridad. Por favor contacte al Servicio de Soporte por cualquier método conveniente…”

Documentación proporcionada

Siguiendo sus indicaciones, envié lo siguiente:

• Documentos completos de identidad: pasaporte + licencia conducir
• Selfie con mi identificación
• Captura de pantalla de la tarjeta utilizada para el depósito (no tiene números la tarjeta ya que las compras son con la tarjeta digital)
• Selfie sosteniendo dicha tarjeta
• Captura de una transacción reciente desde la aplicación de mi banco
• Enlace a mi cuenta de Telegram

Todo esto fue enviado a [email protected]
el día 27 de noviembre.

El dia 3 de diciembre me envían un correo comentando que "Si recargaste tu cuenta a través de un agente, billetera virtual o tarjeta, deberás proporcionar una captura de pantalla de tus datos y un recibo de transacción que confirme la recarga de tu cuenta de juego".

Les envíe captura de pantalla del último depósito realizado con fecha y hora, así como la clave de rastreo de BANXICO confirmando la transacción

-Videollamada programada que nunca ocurrió

Nunca recibí el enlace ni la invitación para unirme a la videollamada, y ya no volvieron a contactarme

Desde entonces

• volví a escribir en su telegram amablemente solicitando una actualización del estado.
• Me respondieron: “Por favor espere la notificación de la decisión por correo electrónico.”

Ya ha pasado más de dos semanas desde ese último mensaje. No me han solicitado nada adicional y he cooperado completamente.

Solicitud

He cumplido con todos los requisitos que Mostbet me pidió. Solo estoy solicitando:

Que revisen mi cuenta de manera justa

Que me proporcionen una actualización clara del estado del caso

Agradezco al equipo de AskGamblers su ayuda para lograr que este problema sea revisado. Estoy dispuesto a proporcionar cualquier evidencia adicional que sea necesaria (documentos, capturas de pantalla, historial de correos, etc., aunque no he podido adjuntarlas aquí).

Muchas gracias por su tiempo y apoyo.

Atentamente,

ID de cuenta: <enviado al casino>

No resuelta

RETRASO PROLONGADO A LA HORA DE RETIRAR

Hola, buenas tardes, presento un incoveniente a la de retirar el la casa de apuestas y casino mostbet.com bajo el nombre de la empresa
Bizbon N.V. pues desde el 29-09 que estoy tratando de retirar, pero mis retiros son declinados o dejados en estado de procesamiento de forma indefinida, pasando las 72 horas maximas establecidas para hacer los pagos. Solo pude hacer un retiro el 03-10-2024, por medio de criptmoneda con una comision superior al 25%, por lo que opte por no usar mas ese metodo.

Les adjunto el historial de retiros, y un historial de chat, donde no me saben dare respuesta a mi problema.

No resuelta

$600,000

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)

91h Restantes

₨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 Restantes

$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,

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$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.

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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?

Rechazada

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

Resuelta

$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

Resuelta

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:

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