MostBet Casino - La cuenta del jugador está bloqueada y la verificación está retrasada.

For three weeks now, my Mostbet account has been completely frozen. I have no access to my funds, and the verification process is stalled. I have met all the standard requirements, but the live chat support team keeps repeating the same automated formulas, telling me to "wait," without providing any specific timeframe or reasons for such a long delay. Three weeks (over 21 days) to verify my account or make any decision is completely unprofessional and ignores the customer. I am taking this matter to the official security department and international mediation portals (Askgamblers/CasinoGuru). I warn other players against depositing larger amounts here, because in the event of a win or a routine check, your money may be blocked for weeks without explanation. I demand that my account be unblocked immediately or that the security department provide clear instructions on what steps I should take. My player ID number is 91167725.

Od 3 tygodni moje konto na platformie Mostbet pozostaje całkowicie zamrożone. Nie mam dostępu do swoich środków, a proces weryfikacji stoi w miejscu. Spełniłem wszystkie standardowe wymogi, jednak support na czacie na żywo stale powtarza te same, automatyczne formułki i każe mi "czekać", nie podając żadnych konkretnych terminów ani powodów tak długiego opóźnienia.Trzy tygodnie (ponad 21 dni) na weryfikację konta lub podjęcie jakiejkolwiek decyzji to absolutny brak profesjonalizmu i ignorowanie klienta. Sprawę kieruję do oficjalnego działu bezpieczeństwa oraz na międzynarodowe portale mediacyjne (Askgamblers/CasinoGuru).Ostrzegam innych graczy przed wpłacaniem tutaj większych sum, ponieważ w przypadku wygranej lub rutynowej kontroli Wasze pieniądze mogą zostać zablokowane na długie tygodnie bez słowa wyjaśnienia.Żądam natychmiastowego odblokowania mojego konta lub jasnej informacji od działu bezpieczeństwa, jakie kroki mam podjąć. Mój numer ID gracza to 91167725

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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.

• What types of games did you play at this casino before your account was frozen?
• Which documents have you submitted to the casino for the verification of your account? Have any of your documents been reviewed and approved yet?
• Did you accumulate your winnings with or without a bonus?
• When was the last time the casino requested any documents from you for the verification of your account?
• When was the last time the casino communicated with you regarding the suspension of your account?

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

1. I played various games and spent some time playing each one.

2. I have submitted a bank statement, photos of my identity card and the bank card used for deposits.

3. Yes, the winnings do not come from a bonus.

4. The casino last contacted me on June 24th via email regarding the verification and closure of my account. 5. The documents were accepted.

1. Ich habe verschiedene Spiele gespielt und jeweils etwas Zeit damit verbracht.

2. Ich habe einen Kontoauszug, Fotos meines Personalausweises und der für Einzahlungen verwendeten Bankkarte eingereicht.

3. Ja, die Gewinne stammen nicht aus einem Bonus.

4. Das Casino hat mich zuletzt am 24. Juni per E-Mail bezüglich der Verifizierung und der Sperrung meines Kontos kontaktiert. 5. Die Dokumente wurden akzeptiert.

1. I played various games and devoted some time to each of them.

2. I submitted a bank statement, photos of my ID card and the bank card used for deposits.

3. Yes, winnings do not come from the bonus.

4. The casino last contacted me via email on June 24th regarding verification and closure of my account. 5. The documents were accepted.

1. Grałem w różne gry i każdej z nich poświęciłem trochę czasu.

2. Złożyłem wyciąg bankowy, zdjęcia dowodu osobistego i karty bankowej użytej do wpłat.

3. Tak, wygrane nie pochodzą z bonusu.

4. Kasyno ostatni raz kontaktowało się ze mną mailowo 24 czerwca w sprawie weryfikacji i zamknięcia mojego konta. 5. Dokumenty zostały zaakceptowane.

Please forward me the email you received from the casino on 24 June informing you that your account had been closed. You can send it to me at veronika.f@casino.guru.

Hello Mariuszmtl,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Mariuszmtl

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Mariuszmtl,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite MostBet Casino to join the conversation.

Dear MostBet Casino,

Kindly provide us with clarification and any relevant supporting evidence regarding the reasons for the closure of the player's account and the withholding of the funds.

If such information cannot be shared publicly, please forward the information and evidence to me via email at michal.k@casino.guru for an independent review.

Thank you in advance.

Hello, my account has been frozen, I don't know why! I sent all the necessary documents as requested and they were accepted, but I'm still waiting for it to be unfrozen.

Witam Moje konto zostało zamrożone nie wiem dla czego!Wysłałem wszystkie dokumenty potrzebne tak jak prosili i zostały zaakceptowane a ja nadal czekam na odmrożenie

Hello, Dear Mariuszmtl and Casino Guru!

We understand that it is unpleasant for your account to be frozen.

However, all bookmakers carry out account verification. It is a security measure to protect customer accounts.

Verification can take up to 60 days, and in rare cases, it can take even longer. The verification process consists of several steps, each of which takes time.

We are pleased to inform you that, according to the verification results, your gaming account was unfrozen on 12.08.2026. Please confirm that the complaint has been resolved. 

 Have a nice day!

 Best regards, Mostbet.

Dear Mariuszmtl,

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.

Dear Mariuszmtl,

While it appears that the matter has been addressed and, according to the casino team's response, your gaming account was unfrozen on 12.08.2026, we have not received any confirmation from you as to whether the issue has been resolved or whether you require any further assistance from us.

Due to the lack of a response from you, we must regrettably proceed with closing this complaint as rejected.

Should you experience any issues with this or any other casino in the future, please do not hesitate to contact us. We will try our best to assist you.

Best regards,

Michal

Casino Guru