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Hi everyone! I want to share the problem I am currently having with the Mostbet casino. I have been playing on that casino for a long time and succesfully completed verification process long time ago. Recently I got big win playing casino slots on that website. Afther that big wins I was not able to make withdrawals while I never had such experience on that webiste. Currently all my withdrawals are being rejected and I got mail from mostbet where they ask me to submit documents to make the verification while account has been already verified. Second day I am receiving the same mail from mostbet where they ask me to submit document for verification of identity. I submit my international passpord, national driving license, identity card. After that they reply with the same mail to submit one of the documents to finish the process. I attach the conversation process with mostbet thrue gmail. Our conversation is on Azerbaijani. I upload the original conversation and translated version using translator. Please take that case in consideration and help me to solve the problem.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear KananMammadov, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MostBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit? 
• Have you accumulated your winnings with or without an active bonus? 

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, 

Katarina

Hi! Thanks for youf responce. I hope you will be able to solve that problem.

previous time when I posted the complaint I pressed publish by mistake and was not able to add all screenshots and my nickname in mostbet. My nickname is Knnivy999.

My account is frozen for withdrawals but I can use and play. Currently my account balance is more than 500k.

two days ago mostbet send me email and mentioned that they confirmed my passport and id card for verification and mentioned that they wil get in touch after they process them.

Now I will answers to your questions.

1. previously I never had problem with withdrawals and even made withdrawals of 50-60k in one day.
2. The deposit and withdrawal card were the same. I also tried antoher card to make withdrawal buy that card is also denied. Both of them are my own cards.
3. I did not use bonus money to play. The amount was deposited around 18k azn (screenshots of deposits also added)

there are more screenshots but I cant add them. Please get in touch with me as soon as possible. Thank you so much!

Hi again! On 11 th of november I got reply from mostbet again.

1. Now they ask me to send the photoes of the bank cards from which I made deposits and withdrawals. There are 2 cards used but both of them are mine and I already got the bank statements also.
2. selfie with bank cards
3. Screenshots of deposits and withdrawals from banks mobile application

I am not in Azerbaijan at the moment on monday I will be there and will send all the related photoes and selfies as I do not have these cards on me.

Additionally my balance on the account is 450.000 azn. Please keep in touch with me and I will tell you the updates.

Dear KananMammadov,

thank you for your replies.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina! Thanks for your response. In last response Mostbet team was asking for bank cards photo and selfie with the card. In addition they asked for screenshots of withdrawals and deposits from bank account. All information was added to the email and sent in responce. Also I sent you all conversation to your email. Please help me with the case to withdraw my winnings as there was not used any other persons bank card or any case of fraud. I believe that CasinoGuru team will help me to solve the problem. Thanks in advance!

Hi, CasinoGuru team! Hope you are doing well!

Bank cards were accepted by mostbet casino team and on 21th of november I got an email where they asked from me any document like the gass or electricity bill or any other document which can verify the adress which was mentioned. Now I sent a document which I got yesterday from the communal association which proves that I live in the adress mentioned on the document. Both reply document and conversations are in the attachment. Please help me to make the process faster as it last for month already. Thanks in advance!

Dear KananMammadov

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hi everyone! Hope you are doing well!

Mostbet Casino did not accept the lazt document that I uploaded as proof of adress while everything is as they mentioned in the email. Now I upload new document from ministry of internal affairs.

Please help with the case and ask the casino support to join our conversation as it lasts for a long time. Thanks in advance!

Dear KananMammadov,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from MostBet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear MostBet Casino,

Please provide detailed information regarding the player’s issue. In particular, we request clarification on the delay in the player’s verification, which is impacting the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hi Samuel! Hope you are doing well! Thank you for joining to our conversation regarding my complaint on MostbetCasino.

For additional information I want to add that today I got an email from Mostbet where they approved my document added last for the adress verification and now waiting for their next action. Wheter it is going to be a new document or it was final step before unblocking my account for withdrawals.

Waiting for good news with your support! Thanks in advance!

Hello KananMammadov,

Thank you for your update. I’m glad to hear that Mostbet has approved your most recent document for address verification.

At this stage, let’s wait for the casino’s next action regarding your account. Once there’s any update, please share it here so I can continue monitoring the situation and assist you further.

Thank you for keeping me informed, and I hope we receive good news soon.

Hi Samuel! Thanks for your response!

Yes now waiting for next step from MostBet.

Also you mentioned my name as shwoopnic2004. I think it is not related to me but no problem thank you!

Hello, Dear KananMammadov and Casino Guru!

We are always available and ready to help our customers.

To withdraw funds, the customer must complete the KYC procedure.

Dear KananMammadov, in order to accelerate the verification of the initial details, you must send us the following documents (according to Paragraph 3.7):

1. Information about the origin of funds that an individual plans to use to place bets.

All information must be provided in a single reply email to id@mostbet.com.

Have a nice day!

Best wishes, Mostbet

Hello KananMammadov,

Thank you for pointing that out, and please accept my sincere apologies for addressing you with the wrong nickname earlier. That was a mix-up with another complaint, and I appreciate your understanding.

Thank you as well, MostBet Casino, for the clarification and for providing the next steps regarding the KYC requirements.

Dear KananMammadov, for the sake of transparency and to help me follow up with the casino more effectively, I kindly ask you to confirm once you have sent the requested information about the origin of funds to id@mostbet.com. If possible, please also provide a screenshot or any form of evidence showing that the email was successfully sent.

Once this is done, I will be able to request further confirmation from the casino and continue assisting you with the withdrawal process.

Thank you both for your cooperation.

Hi everyone! Hope everything is good!

i replied to the mostbet thrue the email for their last response about the source of fund. I have my own company and funds are from my earnings. As proof I added several screenshots from my online business bank account.

Also in august I sold my own property for the price of 265.000 AZN. I can send them also as the proof of my funds.

In addition after the email of proof of evidence they replied me that they confirmed that documents. But did not write about an email about the source of funds. I saw the relpy on our compaint here. Just to clarify.

Hello KananMammadov,

Thank you very much for your update and for providing the details regarding the source of your funds. I appreciate the effort you’ve taken to clarify everything, including the screenshots from your online business account and the information about your property sale.

For the next step, please keep me informed once you receive a confirmation from MostBet Casino regarding the source of funds email. If possible, it would be helpful to forward any confirmation they send directly to me, so I can monitor the process and continue assisting you with your withdrawal efficiently.

Thank you again for your cooperation and for keeping me updated.

Thanks Samuel I appreciate that. As soon as I get any email or reply from MostBet casino I will turn back to you. Hope it will be good news soon!

Hi again Samuel, I got an email from Mostbet Casino after that discussion between us here and then I replied them the same email where I added all source of my funds. Waiting for the response from MostbetCasino now. Lets see how everything goes. I attach my last conversation between me and casino. Thanks again!

Hi everyone.

I got an email from mostbet where they sent the same request about the source of funds while I uploaded all proofs in the previous email. For clarification I adder two contracts between my company and me for which the payments were made. This are the part of funds which I used to make deposits. I replied the same way to the email and added previous screenshots from my bankaccount and two contracts in addition. Please check that contracts also and tell try to help me with that step. Thanks in advance.

Also I forwarded our last email conversation to you

Hi everyone! I got reply from Mostbet and they aceppted my document proof of funds. Now waiting for the next step which mostbet is going to ask! Thanks for your effort with my complaint!

Dear KananMammadov,

thank you very much for the good news and for keeping us updated. I’m glad to hear that MostBet Casino has accepted your proof of funds.

At this stage, we will now wait for the casino’s next instructions. Please continue to inform me as soon as you receive any further updates, and I will gladly assist you with the next steps.

I got an email from Mostbet they asked for new document which proves the phone number that it belongs to me. Tomorrow I will take contract from the mobile operator and upload the new document to the mostbet by email. Also I will post that document here and forward the conversation to your mail. Thanks in advance!

Hi everyone!

I have sent the document wich proofs that number belongs to me and Mostbet accepted it and replied to me. Now waiting for the next step from mostbet. Thanks for your effort with that case. Waiting for good news!

Dear KananMammadov,

Thank you for providing the documents.

The documents are currently being reviewed by a special department.

We are awaiting their response and will post it here shortly.

Sincerely, Mostbet

Dear KananMammadov and MostBet Casino,

Thank you both for the updates. KananMammadov, I appreciate you sending the documents so promptly. MostBet Casino, I look forward to your update once the review is completed.

Hi everyone! Hope you doing well.

today I got an email from MostBet which asks to send the same document which they accepted. They ask for the proof of funds while previous time they accepted it. It seems that they want to lengthen the time to make the player to loose the funds that I won. Please ask the casino to answer that question why they ask again the same document which they already accepted? I send the same documents which they accepted previously. Because i think they made mistake.

thanks in advance. Help me to solve the problem as soon as possible.

Dear KananMammadov, as part of KYC, the information you provided about the source of the funds used to place bets was not accepted by us. In this regard, the specified information was requested again.

In order to accelerate the verification of the initial details, you must send us the following documents (according to Paragraph 3.7):

Information about the origin of funds that an individual plans to use to place bets.

Examples of documents:

You can provide a statement from your personal bank account confirming the receipt of funds from your company and the subsequent use of these funds for deposits over the last 3 months.

All information must be provided in a single reply email to id@mostbet.com.

Best regards, Mostbet.

Dear KananMammadov and MostBet Casino,

Thank you both for the updates.

KananMammadov, I understand your concern, especially since you were previously informed that your proof of funds had been accepted. Thank you for keeping the thread updated and for providing the requested documents promptly.

MostBet Casino, to avoid any confusion, I kindly ask you to clarify why the source of funds documentation was initially confirmed as accepted and is now being requested again. Please also confirm whether the newly submitted documents will fully satisfy the current KYC requirements, provided they meet the criteria outlined in your message.

KananMammadov, at this stage, I recommend following the casino’s instructions and submitting the requested bank statement in a single reply email, as specified. Please let me know once this has been sent and inform me of any further response from the casino.

I will continue monitoring the situation and assist both sides in moving this case forward.

The documents have not been accepted, the KYC procedure has not yet been completed.

The security department has stated that a statement from the personal bank account confirming the receipt of funds from the client's company and the subsequent use of these funds for deposits over the last 3 months may be reviewed as part of the verification process.

 Best regards, Mostbet.

Dear KananMammadov,

Thank you for the update.

According to the casino, the KYC process has not yet been completed, as the source of funds documentation was not accepted. To move the case forward and avoid further delays, please submit the requested bank statement covering the last 3 months (showing the receipt of funds and their use for deposits) in a single reply to id@mostbet.com.

Please let us know here once the document has been sent.

Dear MostBet Casino,

Once the player submits the requested document, please confirm its receipt and whether it satisfies the remaining KYC requirements.

Hi everyone Hope your are doing well and with you all Happy new year.

currently we have non working days till 5th of january because of new year holidays. Please extend the deadline so I can get the related documents from the bank to deliver the documents asked by Mostbet casino. Thanks in advance!

Dear KananMammadov,

thank you for the update and Happy New Year to you as well.

That’s understood. I will extend the deadline accordingly to allow you enough time to obtain the required bank documents after the holidays.

Please submit the requested statement to the casino once available and inform us here afterward so we can continue with the case.

Dear KananMammadov,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru