MostBet Casino - La cuenta del jugador está congelada y los fondos están retenidos.

My account was suddenly frozen, after which I contacted customer support. They asked me to Complete KYC

And They asked me many things regarding it I shared all the documents, screenshots even selfies and private information like even (my bank card!!!). and after all they took a video call with me as saying they need additional verificiation. and that day I well prepared and sat for that interview also (also with some pleasant manner).. and some asian woman interviewed me and said at the end they'll contact me and put the call off suddently...

Now they sayed I have to wait 60 DAY!! My god.... for what 60 days??

It's not for only investigation they taking that 60 days for slightly miss out me and get rid of my funds that were held on this account from my memory... I'm not that kind of fool to be tricked with their scammy techniquess. bruh I'm a cyber security specialist in Scam detection, but how you guys try to scam me... IDK... now all I know is they simply try to block me from their platform.

I know my account will stay in platform forever in frozen state... all money on their hand. But I'll not stop this I want my funds and I don't need to wait for that long. I'll provide each and every scammy techquenic they done in here as well to block me on this platform..

plz help me

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please 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.

Could you please specify if the documents you submitted for verification have been reviewed and approved by the relevant department?

When exactly did you have a video call with the casino? What questions were you asked by the casino?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Did you accumulate your winnings with or without a bonus?

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

Yes my documents approved by relevant department.

Casino question 👇🏻

what is your name?

saw your National ID card

your deposit amounts?

which type beting you do?

your registered email?

Game account blance?

i play casino, slot, sports bet

i winning amount without bonus

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Kindly include the documents you sent to the casino for verification and all the other evidence that could be relevant to the investigation of your case. I appreciate your patience and cooperation.

I sent you all documents and communication by email

Thank you very much, poojachauhan1, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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!

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.

Dear MostBet Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, Dear poojachauhan1 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 09.10.2025. Please confirm that the complaint has been resolved. 

 Have a nice day!

 Best regards, Mostbet.

My account has been unfrozen, but the balance before freezing was 514,000 INR and now it is 359,295 INR. I am being defrauded. I want all my money back.

Dear MostBet Casino, could you please explain the difference in the account balance?

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.

We forwarded the request to the relevant department and received the following information:

"Coupons were cancelled

1414326198 on 2025-10-09 10:03:23 in the amount of 22,100 INR

1414326216 on 2025-10-09 10:03:06 in the amount of 21,900 INR

1414331994 on 2025-10-08 19:30:31 in the amount of 15,500 INR

1414355238 on 2025-10-08 19:30:21 in the amount of 13,000 INR

1414393316 on 2025-10-08 19:29:51 in the amount of 22,600 INR

1414418344 in 2025-10-08 19:29:05 in the amount of INR 12,000

1414418358 in 2025-10-08 19:28:56 in the amount of INR 12,000

1414516100 in 2025-10-08 19:28:23 in the amount of INR 12,400

1414516200 in 2025-10-08 19:28:02 in the amount of INR 12,000

1414516234 in 2025-10-08 19:27:35 in the amount of INR 12,000

1414688466 in 2025-10-08 19:27:05 in the amount of INR 16,500 INR

1414688478 on 2025-10-08 19:26:34 in the amount of INR 11,200

1414888742 on 2025-10-08 19:26:12 in the amount of INR 13,200

1414888762 on 2025-10-08 19:25:24 in the amount of INR 10,700

1414888772 on 2025-10-08 19:24:36 in the amount of INR 10,700

1414895470 on 2025-10-08 19:24:53 in the amount of INR 11,800

1415114476 on 2025-10-08 19:23:41 in the amount of INR 16,100

1415118180 on 2025-10-08 19:23:02 in the amount of INR 13,200

1415125582 on 2025-10-08 19:22:41 in the amount of INR 10,200

1415125608 on 2025-10-08 19:22:13 in the amount of INR 10,200

1415239836 on 2025-10-08 19:21:40 in the amount of INR 260

1415320506 on 2025-10-08 19:21:29 in the amount of INR 11,400

1415462654 on 2025-10-08 19:21:03 in the amount of INR 13,200

1415612012 at 2025-10-08 19:20:33 in the amount of INR 14,000

1415684032 at 2025-10-08 19:13:33 in the amount of INR 14,800" According to the rules of clause 5.11: ‘"Repeated bets on the same outcomes (or on dependent outcomes, for example: team win, team win or draw, team handicap, etc.) from the same Customers are not permitted, including the use of repeated bets on the same outcomes within several bets on a set of events.".

Best regards, Mostbet.

So, player's funds were confiscated because of a sports betting issue?

Yes, the player's winnings on the specified coupons were confiscated.

The reason for this was a violation of clause 5.11 of our Betting Rules, which prohibits certain types of repeat bets. Since the above coupons fall under this violation, the winnings on them were cancelled.

Thank you for the explanation!

Dear poojachauhan1, unfortunately, I cannot be of any more help to you. We do not deal with the cases of sportsbook rules' breaches as we do not have enough of expertise in this area. I must reject your complaint since there is nothing more we can do. You can also try to contact the casino's license regulator, however, I must warn you that they do not take any complaints from the complaints, but you can still try to do so via complaints@cga.cw.

We have reopened this complaint by the request from the player.

Dear MostBet Casino, the player has notified us that there are some funds that derived from the casino play in the player's account. However, they cannot be withdrawn. Could you, please, clarify, if funds in question are the same as previously explained (derived from sports betting coupons) or new ones? If those are new winnings, please, explain the reason behind player's inability to withdraw them, and we will proceed with the issue resolution.

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

Dear poojachauhan1,

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,

Pavel