MostBet Casino - A conta do jogador está congelada e os fundos estão retidos.

Dear Team,

I am writing to seek your assistance regarding my Mostbet account. Recently, I deposited 25,000 HUF and successfully placed some sports bets, bringing my balance to approximately 147,000 HUF. Shortly after, my account was temporarily frozen for "security purposes".

I immediately contacted their security department and fully cooperated. I sent all requested KYC documents in high quality, including:

A photo of my ID next to my face

A photo of my ID next to my secondary document

A selfie with my bank card (showing the required digits safely)

Mostbet initially asked for a Zoom call, but then emailed me stating that their administration would make a decision without a video conference. After waiting for days, I asked for an update and received a generic template stating that the account verification period is "usually 60 days".

My account is still frozen, and my funds are locked. I have provided all documents, played fairly, and broke no rules. A 60-day delay for a standard KYC check on a regular sports betting win is completely unjustified. I kindly ask for your help in contacting Mostbet to unfreeze my account and allow me to withdraw my legitimate winnings.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any response from the casino customer support regarding the documents you submitted for KYC verification? Have these documents been reviewed by the relevant department so far?
• Has the casino specified whether the investigation concerns your betting activity or the verification of your identity?
• Could you please forward the communication between you and the casino customer support regarding the verification of your account to veronika.f@casino.guru?

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

Dear Veronika,

Thank you very much for taking my case. Here are the answers to your questions:

• 1. Regarding the documents: After I sent the requested KYC documents (ID, bank card, secondary document), they initially agreed to a Zoom call. However, they later sent an email stating: "Our bookmaker's administration will make a decision on your account without a video conference." Since then, they have only sent a generic template stating that the verification period is "usually 60 days." They have not explicitly confirmed if the documents were fully accepted, only that I have to wait for their decision.

• 2. Regarding the investigation: Yes, the casino specified that my account was frozen for identification purposes, referring to paragraph 3.7 of their rules. They asked for identity and payment verification.

• 3. Forwarding communication: I will forward the entire email thread between me and the Mostbet Security Service to your email address (veronika.f@casino.guru) immediately after posting this reply.

Thank you again for your help in resolving this matter!

Best regards,

Patrik

Dear Veronika,

I have great news! I randomly checked my Mostbet account today, and it is no longer frozen. They unfroze it without sending me any email notification.

I have just requested a withdrawal for my winnings. Could we please keep this complaint open until the money successfully arrives in my bank account?

Thank you so much for your quick intervention, it definitely helped!

Best regards,

Patrik

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gridder05,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika