MostBet Casino - La cuenta del jugador ha sido bloqueada.

they blocked my account with my balance on it and I provided all the documents that they asked for after all. now keep sending me the same message that I have to wait even I mean 60 days from now. it's really a frustrating thing.

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 Telegram 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..

Check my account ASAP and check on this matter fast....

I don't need to wait on their such decisions. because that's my money NOT THEM!!

I didn't place any single bet yet because of this what happened to my account.

AND ONE THING WHEN YOU GET FROZEN FROM THEIR SITE YOU NEVER CAN GET HELP FROM THEIR SUPPORT, you need to contact their email of : id@mostbet.com. its the only way you can get at least HOPE!

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Has the casino provided any reason for the account block?

Was the account blocked after a single deposit?

Could you please confirm that you have passed the KYC verification?

Could you please share your communication with the casino regarding the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

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.

No didn’t gave me a reason

yes deposited and they blocked it I didn’t place any bet

yes I passed they also got telegram video and I also passed it that girl interviewed me said they will send me email soon of unblock my account

Dear player, did you use a payment method registered in your name for the deposit?

Did you use a VPN during registration or while making payments?

Have you received any email or further update from the casino since the video verification interview? If so, please forward it to me.

Also, please note that I have not yet received any email from you containing your communication with the casino. Could you kindly resend any relevant screenshots, emails, or chat logs to dominika.l@casino.guru so we can review them?

Yea I paid with my own bank account in commercial bank own 100% my account.

no I didn’t use vpn

No after interview didn’t receive anything but I send mails and then they sent me mail by saying 60 days waiting 🙄

Dear player, thank you for your update. However, I still haven’t received any email from you containing your communication with the casino. Could you please send any screenshots, chat logs, or emails to dominika.l@casino.guru?

Dear player,

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.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you kumarage for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MostBet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

But the status above is showing as waiting for casino guru to reply

Hello, Dear kumarage and Casino Guru!

We’re sorry you had a negative impression. At the same time, we act strictly within the established rules. Account verification is carried out in all bookmaker companies as one of the security measures for clients’ accounts. 

In our company, verification may take 60 or more (in rare cases) days. The verification period is specified in our rules, and by registering on our site, you agree to them. Checking an account is a whole range of different actions, the timing of which varies, and therefore the above time is laid. However, this does not mean that this period applies to absolutely all accounts. For our part, our specialists make every effort to shorten the verification timeframe and make a decision as quickly as possible. 

We have checked the information and are pleased to inform you that your account has been unfrozen on 07.08.2025 as a result of the verification. 

Dear kumarage, it would be appreciated if you could confirm that your complaint has been solved.

Have a nice day!

Best regards, Mostbet.

Dear kumarage,

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.

they only refunded me 70k. but I total had 120000 LKR

Thank you for the update kumarage.

Dear MostBet Casino representative, can you let us know why the player's winnings were confiscated and what we can do to help resolve this issue? Thank you!

Dear kumarage,

Please clarify what you mean. After your account was unfrozen on August 7 and 8, we see that you withdrew a total of 118,344 LKR. We would appreciate an explanation of the problem you encountered. Thank you!

I withdrawal by betting. I only had 70000 LKR when unfreezing the account. what happened to rest of my funds of 120000 LKR that were in my wallet previously. what happened to them???

50000 LKR were missing?

Thank you for the data provided. We will check your information and come back with an answer.

Sorry for inconvenience!

Have a nice day!

Sincerely yours, Mostbet.

Thank you for waiting.

We forwarded the information to the relevant department and received the following response: "The agent mistakenly confirmed the deposit for transaction 894483988 in the amount of 50 000 LKR, because the client created two transactions on one check (UTR 0500034592500 and O500034592500). The agent received only 70 000 LKR (50,000 by transaction + 20 000 were credited through the RK), but mistakenly approved two transactions for a total of 120 000 LKR (2 transactions of 50 000 and the RK for 20 000). Therefore, the amount of 50 000 LKR was written off as a result of manual adjustment 05.08.2025."

We were pleased to assist in resolving the situation.

Dear kumarage, please confirm that the complaint has been resolved.

Best regards, Mostbet

Dear kumarage,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru