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I deposited money at this casino via LTC. I played a few sports bets. When I want to withdraw money from the casino, it asks me to verify my phone number. I enter my phone number, but I don't receive any call or sms and I can't verify. I sent messages via live chat but the auto reply says to send an email to support@mostbet.com. I did that too, but never got an answer.

I started playing at this casino because I trust your site and they have a very high rating of 9.5. It's a shame that they have such a rating, and they can't perform a simple verification of my account!

Dear Shurda,

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 to make sure I understand your situation completely.

When was the last time you contacted customer support via email about the issue with your phone number? The casino might be dealing with some technical issues right now. Would it be possible to ask customer support to approve your withdrawal request manually? Could you please advise if you passed the full KYC verification?

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

Best regards

Veronika

Greetings,

The last attempt to contact support was on 3/23/2024. over support-en@mostbet.com , while the first was on 17.3.2024. over support@mostbet.com , in the meantime I tried to contact live support but they didn't help me at all.

As for manually approving a pull request, I can't even create one, and therefore I don't know how they would approve it for me, if there is a way for me to do it.

I didn't find any other type of verification other than phone number verification, so I don't think there is a standard KYC verification.

Pozdrav,

Poslednji pokušaj kontaktiranja sa podrškom je bio 23.3.2024. preko support-en@mostbet.com, dok je prvi bio 17.3.2024. preko support@mostbet.com, u međuvremenu sam pokušao da kontaktiram live podršku ali mi nikako nisu pomogli.

Što se tiče ručnog odobravanja zahteva za povlačenje, ja njega ne mogu ni da kreiram, a samim tim ne znam ni kako bi oni meni to odobrili, ako postoji način ja sam za to.

Nikakav drugačiji vid verifikacije nisam pronašao sem verifikacije broja telefona, tako da mislim da ne postoji standardna KYC verifikacija.

Before we proceed with your case, please forward me all the communication between you and customer support that could be relevant to our investigation. My email address is veronika.l@casino.guru. Thank you.

I sent the pictures.

Based on the email you forwarded, it appears that you received a message requesting your phone number from an email address not associated with MostBet Casino. It's crucial to exercise caution and refrain from sharing personal information with any third party. Always ensure that you communicate with casino representatives only through official channels listed on their website. Have you received any response from MostBet regarding your phone verification?

Unfortunately, I already shared my phone number, but it doesn't matter, I don't think it will be a big problem. MostBet still hasn't answered me, this has crossed the line. Please do something about their rating on your site, they cannot allow me to verify myself and therefore withdraw money, and they have a rating of 9.5. I started playing with them exclusively because I saw that they have a high rating on your site.

Nažalost već sam podelio moj broj telefona, ali nema veze, mislim da to neće biti veliki problem. MostBet mi još uvek ništa nije odgovorio, ovo je prevršilo svaku granicu. Uradite nešto po pitanju njihove ocene kod Vas na sajtu, ne mogu da mi omoguće da se verifikujem i samim tim da povučem novac, a imaju ocenu 9.5. Kod njih sam krenuo da igram isključivo jer sam video da na vašem sajtu imaju visoku ocenu.

Thank you very much, Shurda, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Shurda,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite MostBet Casino representative to join this conversation.

Dear MostBet Casino,

Could you please clarify, what can be done to speed up the verification process?

Thank you in advance,

Mirka

Hello, Dear Shurda and Casino Guru!

We're sorry you had a negative impression. We strive to keep every customer happy. Our support team respond to mail on a first-come and always try to respond faster. We have verified the information, the phone number was successfully linked to your game account on 01.04.2024.  As of today, there are no funds available for withdrawal on your balance. Please advise if you have any remaining questions that require our help with this situation?

Best regards, Mostbet.

I did not receive any notification that my account was verified, I only saw it now when I logged in, thanks to both parties for resolving the situation.

Ja nikakvo obaveštenje nisam dobio da mi je verifikovan nalog, tek sad kad sam ušao vidim, hvala obema stranama na rešenoj situaciji.

Thank you, for your reply. I am glad, that you have been able to complete your verification process.

Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint. 

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Kind regards,

Mirka

Casino.Guru