MostBet Casino - Das Konto des Spielers wurde gesperrt.

They froze my Mostbet account, according to what they indicate because I exceeded a withdrawal amount, and they asked me to verify, I sent them the necessary photos and finally they asked me for a video call, which they never make, so they have me months without making the video call despite the fact that everyone the days I communicate so that they schedule it. They only say I will review the case and nothing else.

Me congelaron mi cuenta Mostbet, según indican porque supere un monto de retiro, y me pidieron verificar, les envie las fotos necesarias y finalmente me pidieron una videollamada, la cual nunca realizan, así me tienen meses sin realizar la videollamada a pesar de que todos los días me comunico para que la agenden. Solo dicen revisaré el caso y nada más.

Dear JuanFeSSS,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that this video call is the only obstacle standing between you and your winnings? Has the rest of your documents been approved?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear JuanFeSSS,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.