Hello

My complaint is due to the KYC procedure. I registered at the casino around November 2023, played slots as well as sports betting. I wanted to withdraw the winnings, but the withdrawal was unavailable. I contacted the support service and provided the required documents. My account was frozen at the same time. Now the problem is that I cannot provide information about the replenishment of the account, because I replenished it with cryptocurrency, but I do not remember exactly when and for what amount. I can't find it, because at that time I was playing in different casinos, with different cryptocurrencies (TRX, USDT (trc20, bep 20), etc.) and I had a lot of transactions. I also cannot view the casino's transaction history, as access is blocked. I asked the casino to tell me at least the date of the deposit, then I can find this transaction in the history of operations of the crypto wallet and report the hash. But they do not meet me halfway, they only inform me that it is necessary to provide data from my side.

Dear Golubev,

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.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Golubev,

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.

Am I correct in understanding that verifying your payment method seems to be the only obstacle between you and your winnings?

Have you provided all other personal documents to verify your identity?

You are absolutely right, I have provided all the other documents, but I cannot provide confirmation of the deposit because I have many transactions and I do not know which one is related to the casino.

Правильно ли я понимаю, что проверка способа оплаты кажется единственным препятствием между вами и вашим выигрышем?

Предоставили ли вы все остальные личные документы для подтверждения вашей личности?

Вы совершенно правы, я предоставил все остальные документы, но не могу предоставить подтверждение депозита, потому что у меня много транзакций и я не знаю, какая именно относится к казино.

Hi Golubev,

Since your Thank you very much, Golubev, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) 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.  

Hello, Golubev!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello, Dear Golubev and Casino Guru!

Thank you for letting us know about this situation. We are always striving to improve our customers' experience and help you.

We have forwarded your request to the security department. At this time, we can see that the verification of the documents you provided has been done. After verification of the data you need to attend the video call. You have confirmed a Skype video call on 30.03.2024 as part of the account verification procedure. Our specialists will contact you at the appointed time. 

The player moved to the next stage of account verification - video call, and the problem with providing data is solved. 

Best regards, Mostbet.

Thank you, Mostbet!

Golubev, please, let us know if you will pass the verification call. I will set the timer for 9 more days.

Thank you, you helped me a lot! I received a prompt response from the casino, I was assigned video verification and today I successfully passed it.

Dear Golubev,

I'm happy to hear that your issue has been resolved successfully! We can now consider this complaint resolved.

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team

We have decided to reopen this complaint, because it seems that it was closed by mistake. Golubev, I apologize for that. Please, let us know if anything prevents you from withdrawing winnings.

Dear Golubev,

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.

I still haven't received my winnings, I'm waiting for a response from the casino

Я до сих пор не получил свой выигрыш, ожидаю ответ от казино

MostBet Casino, is there any reason for the delay?

Hello, Dear Golubev and Casino Guru!

Thank you for waiting! We have received information that the player's account was unfrozen on 17.04.2024 due to verification results. Please confirm that your complaint has been resolved.

Have a nice day!

Best regards, Mostbet.

I received my winnings in full! I thank casino guru for helping me solve my problem. The best and most important service! I am also grateful to mostbet for promptly addressing the issue. The complaint can be closed

Я получил свой выигрыш в полном объеме! Благодарю casino guru за помощь в решении моей проблемы. Лучший и важный сервис! Я также признателен компании mostbet за оперативный разбор вопроса. Жалоба может быть закрыта

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Golubev, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

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/www.kpvfaw.com. 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,

Pavel K

www.kpvfaw.com