Reclamação #468 Mostbet Casino

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

Por toky88

há 1 dia

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,

Cassino em disputa Mostbet Casino

Motivo Pagamento atrasado

Valor $343.86

Discussão

toky88

há 13 horas

Dear AskGamblers Complaint Team,

Thank you for your message.

The total disputed amount is 343.86 USDT, which is the available balance currently in my MOSTBET account.

I have not received any payment yet.

My account has already been unfrozen, but I am still unable to withdraw my balance because the SMS verification code required for withdrawal does not arrive on my phone.

My phone number was already linked to my MOSTBET account during registration, and I was able to receive the SMS verification code successfully at that time. However, now the SMS code for withdrawal is not being received, so I cannot complete the withdrawal request.

Please keep my complaint open, as the withdrawal issue has not been resolved and I have not received my funds.

Thank you for your assistance.

Kind regards,
ZI WANG

toky88

há 13 horas

I would like to add an important point:

My phone number was already linked to my MOSTBET account when I registered. At the time of registration, I was able to receive the SMS verification code successfully.

However, now when I try to withdraw my balance, the withdrawal SMS verification code never arrives.

This shows that my phone number is valid and can receive SMS codes from MOSTBET. The issue only happens at the withdrawal verification step.

Because of this SMS issue, I cannot withdraw my balance even though my account has already been verified and unfrozen.

I request MOSTBET to fix the withdrawal SMS verification issue or provide an alternative verification method, or allow me to withdraw my available balance.

AskGamblers

• Support Team

há 1 dia

Dear @toky88,

The AskGamblers Complaint Team is kindly asking you to clarify the total amount of the disputed withdrawal request/s and let us know in a timely manner if you have received the payment/s.

Please be notified 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 complaints 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

há 1 dia

Hello, Dear toky88 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 05.06.2026 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.

Raio-X do Mostbet Casino

Resolvido 110 / 116

Valor médio $1,810

Duração média da reclamação 8 dias

Resposta média 2 dias

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Money that did not arrive

Name: < username removed >

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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.

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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.

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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.

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I would like to report another unresolved deposit issue related to my Mostbet account
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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:
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I previously contacted Mostbet support regarding this issue, and they requested **PDF Statement**, which I already provided. However, the issue is still unresolved.

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