MostBet Casino - El retiro del jugador se retrasa debido al cierre de la cuenta.

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Dear Zaczek0405,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing.

Please understand that the KYC (Know Your Customer) process is a very important and essential procedure. It ensures that funds are released only to the rightful owner. As casinos are unable to physically verify each player in person, document verification is the only way to complete this process securely and in compliance with regulations. All reputable and licensed casinos take KYC seriously, and it may take several working days to complete a thorough review.

To better understand your situation, could you please clarify the following:

• Are you currently able to log in to your casino account?
• What specific documents have you been asked to provide besides the Confirmation of Account Closure, and when exactly did you submit the most recent one?
• Have you received any written communication from Mostbet regarding the status of your withdrawal?

We hope to assist you in resolving this issue as quickly as possible and look forward to your reply.

Best regards,

Petra

​„UPDATE: Mostbet financial specialists have just contacted me via email. They claim they are now 'coordinating with the payment system'. This proves they have finally acknowledged that my bank account is closed and they are looking for the returned funds. I will keep you updated on their decision."

Thank you very much for the update.

If possible, could you please provide any additional communication you receive from the casino regarding this matter? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Please also keep us informed about any further progress, including whether the funds have been returned to your account.

We appreciate your cooperation and look forward to your next update.

​Dear Petra,

​Mostbet is treating me like an idiot. First, they replied that they were looking into my case, and later claimed it had been resolved. I am attaching screenshots, but as you know, this is a lie. They only confirmed that the withdrawal was processed to my old bank account, which is exactly what my complaint is about.

​They are making a mockery of me. They haven't said a word about the fact that the bank returned the funds to their account, or about restoring that balance to my casino account. I am certain they received the returned transfer on February 24th, and it is already March 3rd. Please, I’m asking for your help because I’m at my wit's end with these scammers.

​I need your urgent help as Mostbet has rejected my internal appeal, claiming the 200 EUR withdrawal was 'successfully realized' on Feb 24th. They even sent me a cynical email saying the matter is 'successfully resolved' while my balance remains empty.

​They are playing games. They demand a bank statement from a CLOSED account. As I proved before, VeloBank confirmed the account is inactive. It is a banking law that funds sent to a non-existent account MUST be returned to the sender.

​Mostbet is hiding the fact that the money has already bounced back to their provider. Since they refuse to cooperate with me, I ask you to demand the UETR code for this transaction. If they cannot provide it, it proves they never actually checked the status of the return."

and now there is complete silence, no emails, complete silence

Dear Zaczek0405,

Thank you for your reply and for providing the previous details.

• Could you please provide your withdrawal history from your casino account?
• Additionally, any further evidence or communication that supports your case—such as screenshots, emails, or chat records—would be very helpful.

You can send all documents to petra.h@casino.guru or post your screenshots directly in this thread.

Thank you again for your cooperation. I look forward to your reply.

​I am writing to provide additional evidence regarding my case against [Nazwa kasyna]. Despite my previous efforts, the issue remains unresolved. I would like to emphasize the following facts:

​Withdrawal status: A withdrawal request was processed by the casino on February 24, 2026. I have provided the transaction details and screenshots as proof.

​Account closure: I have submitted a formal request to close my account, and I have attached proof of this request, which confirms the account was closed prior to the attempted transfer.

​Please find the attached screenshots confirming:

​The transaction record for the withdrawal from February 24, 2026.

​The formal confirmation of my account closure request.

​As the destination bank account was closed at the time of the transfer, the funds could not have been legally or technically accepted by the recipient bank. Under standard banking protocols, such transactions are automatically rejected and reversed to the originating institution.

​I kindly ask you to:

​Review these documents and provide an update on the status of these funds.

​Confirm that the transaction has been voided/reversed on your end.

​I look forward to your prompt response within 5 business days regarding the resolution of this matter. Thank you for your assistance.

​Sincerely,

I am attaching the bank's response to my request

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

Dear Zaczek0405,

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,

Petra