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Dear elmanhacizade1,

Thank you very much for submitting your complaint. I’m sorry to hear about your experience regarding the blocked account and withheld winnings.

In order to better understand your situation and investigate the matter with the casino, we kindly ask you to clarify a few points:

• When exactly was your account blocked, and what was the last message you received from the casino’s support or security team?
• Could you share the full text of the explanation they provided, specifically referencing "Article 2.10"?
• You mentioned that you played Aviator and Pragmatic slots. Did you ever use any bonuses or promotional offers, or was all your gameplay from deposited funds only?
• Have you been informed whether your case has been reviewed by a specific department (e.g., risk, fraud, or responsible gambling team)?
• Have you ever shared your account, device, or internet connection with anyone else who might also be using the same casino?

If you have any relevant documents, such as verification emails, transaction records, chat logs, or screenshots showing your gameplay, please forward them to petronela.k@casino.guru so we can examine the case more closely.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear elmanhacizade1,

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, thank you for your reply. I only played on the main deposits, never used bonuses. Yes, there were visits from other devices, but this is my personal one, I can also open it on my computer and on my phone, too, on one Aviator, on the other, play slots. I have all the correspondence with the security service, they have been mocking me for 4 months. Before the check, I had already passed verification twice to avoid payment, they presented article 2.10, but why should I present this article? I was a VIP player until I won, I lost 200,000+ every time I deposited from 3,000 to 10,000 dollars, and I spun the slots, which costs from 100 to 1,000 dollars, is it normal that I won so much, I have all the screenshots, all the correspondence from the security service, but this is in Russian and in Azerbaijani. I won more than 800,000 dollars, they did not pay, then they helped me from Uzbekistan, they started to pay a little, but then they asked for verification again, and then I lost a large part of the amount on the balance when 375,000 dollars remained, like 637,000 AZN in Azerbaijani currency. They tormented me so much, then 2.10 article was presented, now I will send you what they sent

Hi,

Thank you for your detailed response and for sharing more information about your situation.

I would like to kindly point out that, up until now, I have not received any of the communication you mentioned — such as the email correspondence with the casino’s security team or the screenshots you referred to. In order for us to properly review your complaint and take the next steps, we do need to see this evidence.

Could you please forward all relevant emails, screenshots, and documentation to petronela.k@casino.guru as soon as possible? This will help us better understand what happened and assess whether the casino acted fairly based on their terms and policies.

Thank you again for your cooperation.

Dear elmanhacizade1,

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,

Thank you once again for your detailed explanation.

To proceed further with our investigation, we kindly ask you to forward the exact selfie photo you previously submitted to the casino during the verification process. Please send it to petronela.k@casino.guru.

I must be honest with you — based on the seriousness of the claims and the very large balance involved, we need to verify every element of your case very carefully. The materials provided so far raise some concerns, and receiving the original verification photo will help us better evaluate the situation and understand how the casino may have assessed your identity check.

We appreciate your cooperation and hope to review all the necessary details soon.

Hello, I sent you all the documents, all the screenshots too during verification. I went through several times, but they still didn't want to pay out the winnings for this and here's what article they want to present. It needs to be checked carefully, you need to send an agent to their office for verification.

Dear elmanhacizade1,

Thank you for your continued cooperation and for sending the documents and screenshots. We understand your frustration and agree that the situation needs to be carefully examined.

To move forward with our review and ensure that we’re handling this case fairly and thoroughly, we kindly ask you to record and send a short verification video. This is a standard step we occasionally request in complex cases, especially when a high balance is involved and identity concerns have been raised.

Video Instructions:

• Use a well-lit room and make sure your face is clearly visible.
• Hold your ID (passport or government-issued ID) next to your face.
• State the following information out loud in the video:

1. Your full name
2. Today’s date
3. "This video is for Casino.Guru"
4. The video should be no longer than 30 seconds and recorded in one continuous take (no cuts or edits).

Once recorded, please send the video as an attachment to petronela.k@casino.guru. If the file is too large for regular email, you can upload it to a file-sharing service (such as WeTransfer or Google Drive) and send us the download link.

This additional step will help us verify your identity more confidently and assess how the casino may have interpreted your KYC documents.

Thank you again for your cooperation — we truly appreciate your efforts and will do our best to support you throughout this process.

Hello dear. It's ready done. File so big i put the Google disk and I put link also you can take it. Thank you

Thank you very much, elmanhacizade1, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Okay it's not problem but I have to send again all documents or you will send to you're colleg?

Dear elmanhacizade1,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me. There's no need to resend any previously submitted information - I have full access to everything you've already provided.

In accordance with our standard procedure, I’d like to invite a representative from MostBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear MostBet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello, I have all the screenshots where I played and how I won these amounts! Until I won these amounts, I lost more than 250,000. I won in the Pragmatic and Aviator slots and there is no fraud possible there! And if I violated the rules then why did I lose a large amount for the first time?! I spun from 100 to 1000 dollars! This is normal! I didn’t even break even because I played big, each spin was not cents but hundreds of dollars! They corresponded with me enough, they don’t like to pay. Not only me, but many in Azerbaijan were thrown and blocked with large balances! But I’m interested in my account! For what? Do you have a conscience? I lost large amounts! If the office decided that you can’t play then they should pay first and then ban, and they took all my losses and wins! It’s just fair, let them be! How can what they presented to me concern me? If the account has already been verified 3 times! for what? Dear Cuba, everything I wrote is the pure truth! with proof!

I bought free spins in the game Sweet Bonanza and others bought bonus spins there for 15,000 to 20,000 did you understand what we are talking about? for 10 spins bought for 10,000-20,000 dollars! I lost large sums at the beginning and now they took everything from me! please just let them pay my winnings and so it is equal to my losses if you count. Please pay! This is not a joke

Hello, Dear elmanhacizade and Casino Guru!

The game account was blocked in accordance with Paragraph 2.10 of the Rules: 

 If a Player is suspected of committing fraudulent actions against the Betting Company (multiple accounts, multiple sessions (multiple simultaneous active sessions on one account), bets made by third parties, the use of betting automation software, playing on arbitrage situations, bets placed to exceed the limits set by the Company, misuse of Loyalty Programmes, or if the gaming account is not used to place bets, etc.), the Betting Company reserves the right to prevent these fraudulent actions by:

 Cancelling bets.

 Restricting withdrawals.

 Closing the client's account without reimbursement.

More details can be found in clause 2.10 of the rules on our website.

We have sent the details of the case to jakub.m@casino.guru and will await a response from the Casino Guru team.

 Have a nice day!

 Best regards, Mostbet.

Dear MostBet Casino,

Thank you for your response and for your message. I’ve replied to your email and look forward to hearing back from you.

I appreciate your assistance.

Dear Kubo,

Thank you, we have responded to your letter.

Please take a look.

Have a nice day!

Regards, Mostbet.

Dear MostBet Casino,

I’ve responded to your email - kindly review my previous message more thoroughly and provide a more appropriate and constructive response.

Thank you for your attention to this matter.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear elmanhacizade1,

Under normal circumstances, I would now proceed with closing the complaint as unresolved, since the casino has not responded nor provided the requested information within the given timeframe. However, considering the complexity of the case and the significant amount in dispute, I have decided to extend the deadline by an additional week.

Closing the complaint at this stage as unresolved would not be helpful to either party. By granting this extension, we will have the opportunity to further assess the situation and discuss possible solutions in greater detail.

Thank you for your continued patience.

Dear MostBet Casino,

Please be aware that if this complaint - given the dispute amount- remains unresolved, your safety index on our platform will be severely impacted. In fact, it would be almost completely wiped out.

For this reason, I strongly urge you to review the complaint with the seriousness it warrants and provide a comprehensive response without further delay. This case is of high importance, and we expect your full cooperation in resolving it.

Thank you for your understanding. I look forward to your prompt and constructive reply.

Dear Kubo,

Thank you for waiting and for giving us the opportunity to provide evidence in this case. 

We have responded to your letter.

Please take a look.

Have a nice day!

Regards, Mostbet.

Dear MostBet Casino,

Thank you for providing the response and additional evidence.

Dear elmanhacizade1,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified. The records clearly show that your account is connected to multiple other accounts, either through the use of the same device, location, or payment details. Creating multiple accounts to take advantage of bonuses is considered a serious breach of the Terms and Conditions at most online casinos.

This practice undermines the fairness of the gaming environment by providing an unfair advantage and exploiting promotions intended for individual accounts. Such behavior also risks causing significant financial harm to the casino, which is why strict enforcement of these rules is applied across the industry.

For future reference, I strongly recommend reviewing and following the casino’s Terms and Conditions carefully and avoiding any practices that could be seen as attempts to gain an unfair advantage. I understand that this is not the outcome you were hoping for, but the evidence is conclusive.

Thank you for your understanding. I’m sorry I couldn’t provide a more favorable resolution in this case. Please know that if you encounter any other issues with this or any other casino in the future, our Complaint Resolution Center will always be here to assist you.

Best Regards,

Kubo