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Dear Rez98,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you didn't manage to place any bets? Could you please clarify how much money you deposited?

Did you provide any documents to verify your identity?

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

Thank you for your reply, Rez98. Could you please clarify the dispute value (€3)? Is this the amount you deposited?

Have you received any explanation from the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello! Thank you for your reply!

I deposited 3€ with a bonus code as a new registration +150%.

I received in my account only 3€ instead of 7.50€ that should have been after the promo code.

I received 3€ only instead of 7.50€, I didn’t make not a single bet and my account got frozen for over a month now.

Thank you in advance!

Thank you very much, Rez98, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Rez98 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MostBet Casino for their help in resolving this complaint. We would like to know why was the player's account frozen and what can we do to help resolve this issue.

Thank you!

Hello, Dear Rez98!

Thank you for your feedback. We understand it's not nice to find out that your account has been frozen. 

However, account verification is carried out in all betting companies as a measure to ensure the security of our clients' accounts. Verification can take 60 days, and on rare occasions even longer (see Paragraph 2.9 of the Rules). By registering at our casino, you agree to these rules. Our specialists always try to make a decision faster. Account verification is a multi-stage process and takes time.

We have received information and would like to inform you that your gaming account 145838865 was unfrozen on 26.02.2024 as a result of verification. Please confirm that the complaint has been resolved.

Have a nice day!

Yours, Mostbet.

Hello!

Thank you so much for your reply!

Unfortunately I just tried to log in and it says to me that my account is still frozen. So the problem is not resolved as you told me, although you told me that I passed the verification. So the problem remains the same…

Thank you in Advance!

The problem is resolved Mostbet!

I want to thank you so much Peter, you and your team! You’re the best!

Thank you !

Have a great day.

Dear Rez98,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter