MostBet Casino - Играчът е недоволен от процеса на проверка.

Casino unfairly asked me for FULL KYC right after 2nd deposit.

I made the first deposit, lost it, and used a VPN for a few games (the casino allows players to use VPN services from what I see). Made 2nd deposit and my account was immediately frozen. Without any explanations, their support told me:

Your account has been frozen.

According to paragraph 3.7. of the Rules, for identification, the Bookmaker Company has the right to request from the user identity documents and conduct a video call.

In order to carry out the identification procedure, you need to send the following data by reply letter:

1. A photo of the bank card from which the deposit was made (if there are several cards - it is enough to provide a photo of one card), as well as selfies with this card;

2. Your passport photo with your passport near your face (all data in the document must be clearly visible and not covered);

3. Your passport photo with all personal data next to your other personal document of your choice (TIN, SNILS, driver's license, birth certificate, passport, military ID and others);

4. Skype login;

After submitting the required documents, you will be assigned a Skype video conference for identification.

All data should be sent in one letter

I have no issue uploading my national ID, even a selfie with that. But I don't know why they asking me for a bank card - I lost it's physical copy. Also, what my card had to do when deposit was made via 3rd party service (kinda wallet which gathers p2p transactions and then send it to casinos balance).

Also, they asking for SKYPE. OMG.

I did not use any bonuses (however, they added bonuses to my account, but I couldn't cancel them).

I planned to play there, but now I want only to get my deposit back and forget about this scammy casino.

Dear silverhank77,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

The casino is not asking for anything unusual, the vast majority of online casinos need to verify the deposit method to ensure that it belongs to a specific player. Moreover, we personally often suggest a Skype call to verify the player's identity.

I would suggest that you discuss the issue of the lost card with the casino and what are your alternative options. Somehow there must be a way to verify your deposits as they didn't just appear in your account out of nowhere and the casino here is the best subject to guide you through this. Then fully cooperate and provide all the requested information as soon as possible and please, keep me updated.

Thank you in advance for your reply.

Best regards,

Kristina

The reasons why I find this KYC suspicious are:

1) no secret that the website is russian-owned

2) they mentioned "military ID" as appropriate type of document (I never saw that in any other casinos)

3) I'm ukrainian.

I won't complain in case this KYC was triggered for withdrawal or in case I used bonuses. They don't ask at least for proof of address or income. But it is for a deposit, and it was triggered right after 2nd deposit which is equal ~$100 (not a big money for KYC, most casinos never ask for documents up to $1k)

My concern is that this casino is operated by russian FSB Fifth Service and their goal is to collect data about ukrainian gamblers who may have money issues which later will be used by russians.

Thank you for your reply, silverhank77. If you truly believe in what you mentioned here, why did you create an account and make deposits at this casino?

Please understand that the casino may require verification at any time, whether it is before the initial deposit, after a withdrawal request, or simply as a routine check whenever the casino deems it necessary.

If you do not want to provide the necessary documents and information to pass the verification, I am afraid that there is nothing we can do for you here.

Dear silverhank77,

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.

Hello, please go ahead and close this complaint. I've chosen not to proceed with the verification process due to my security concerns and MostBet's Russian background.

Thank you.

I understand. I will now close this complaint as per your request. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.