Mojobetz Casino - Player's withdrawal of €500 is delayed.

I am submitting this complaint regarding Mojobetz Casino and an outstanding €500 withdrawal/account balance.

I deposited €192 into my Mojobetz account. After playing, my balance increased to approximately €500, which I requested to withdraw.

Mojobetz then rejected my identity verification, stating that all four corners of my ID were not visible. I believed the document I originally submitted was clearly visible, but I nevertheless cooperated and uploaded the ID again as requested.

While my €500 withdrawal was still unresolved, I became concerned that I might gamble the money again while waiting for Mojobetz to process the withdrawal. I therefore informed Mojobetz that I had a gambling problem and requested self-exclusion specifically to prevent myself from gambling the funds I had already requested to withdraw.

Mojobetz subsequently sent me an official "Self-Exclusion Request" email confirming that they had received my request. Their email states:

"We received a request to self-exclude your Mojobetz account."

It also explains that self-exclusion restricts access to the platform.

My self-exclusion request was not a request to cancel my withdrawal, abandon my balance, or forfeit my winnings. I simply wanted the gambling account inaccessible while my withdrawal was processed.

After this, Mojobetz support informed me that my withdrawal was affected because my KYC verification was incomplete and again asked me to ensure all four corners of my ID were visible. I confirmed that I had resubmitted the requested document.

Mojobetz then confirmed that my account had been "excluded", but instead of confirming what would happen to my €500, support told me:

"We will contact you once we receive an update regarding the reason for the closure of your account."

This was confusing because Mojobetz already knew the reason for the account closure: I explicitly requested self-exclusion due to a gambling problem, and their own system had confirmed the self-exclusion request.

I asked Mojobetz to confirm that self-exclusion would not affect payment of my balance. I also explained clearly that I did not want the gambling account reopened and only wanted my existing balance paid.

Their latest response states that the matter has been escalated to the relevant team for further review, including my account closure and concerns regarding my funds.

However, I still have no clear confirmation that my €500 will be paid, no clear confirmation regarding the status of my resubmitted KYC documents, and no explanation of any contractual reason why my funds should be withheld.

I have contacted Mojobetz several times and have retained screenshots/emails showing:

My KYC rejection and request to resubmit my ID.

My communication explaining that I had a gambling problem and wanted self-exclusion.

Mojobetz's official self-exclusion confirmation.

Mojobetz confirming that my account was excluded.

My requests for confirmation regarding my withdrawal.

Mojobetz stating that the issue has been escalated regarding my funds.

I am not asking for my gambling account to be reopened. I want the self-exclusion to remain in place.

I am also willing to complete any legitimate remaining KYC requirement necessary solely for payment of my existing balance.

Requested resolution

I am asking Casino Guru to help obtain a clear resolution from Mojobetz and ensure that my €500 balance is paid following completion of any legitimate KYC requirements.

If Mojobetz believes that any part of my €500 balance should be withheld or confiscated, I would like them to provide the specific reason, evidence, and contractual term that they believe permits them to do so.

At present, the situation is:

€192 deposited → balance reached approximately €500 → withdrawal requested → KYC questioned → ID resubmitted → self-exclusion requested to protect the money from further gambling → self-exclusion confirmed by Mojobetz → account excluded → €500 remains unresolved.

I would appreciate Casino Guru's assistance in resolving this matter.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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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 the situation.

• Could you please forward me the emails between you and the casino’s customer support regarding the self-exclusion of your account and the verification requests? My email address is veronika.f@casino.guru. Kindly include any screenshots, chat transcripts, and other evidence that may be relevant to the investigation of your case.
• Have you submitted any other documents for the KYC verification of your account apart from your ID?

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

Best regards,

Veronika

Hi Veronika,

Thank you for getting back to me.

I will forward the complete email correspondence with Mojobetz to the email address you provided, together with the relevant screenshots and evidence.

Regarding KYC, the identification document is the only document Mojobetz has asked me to submit so far. I originally submitted my ID plus proof of address and the ID it was rejected because they stated that all four corners were not visible, and I then resubmitted it as requested. I have not been asked for any additional KYC documents at this stage.

I would also like to highlight two points that I believe may be relevant to your investigation:

Mojobetz issued my KYC rejection on Saturday 22 August, but subsequently told me in writing that their KYC and Finance teams do not work weekends.

After I explained that I had a gambling problem and requested self-exclusion to protect the remaining €500 I was trying to withdraw, Mojobetz later advised me that self-exclusion was "not advised" while waiting for the withdrawal to be processed.

The €500 withdrawal remains the amount in dispute.

I will forward the supporting documentation separately.

Thank you for your assistance,

Cozmin

Hi Veronika,

I wanted to provide a further update regarding my complaint against Mojobetz.

I resubmitted my identification documents on Saturday 22 August, after Mojobetz rejected the original KYC submission.

Mojobetz later told me in writing that their KYC and Finance teams do not work weekends and that KYC normally takes 24–48 hours.

Even allowing for the weekend and treating Monday as the first working day, two full business days have now passed and it is now Wednesday. I still have:

No KYC approval or rejection

No request for any additional documentation

No explanation of what, if anything, remains outstanding

No progress on my €500 withdrawal

I have also sent Mojobetz a follow-up asking them to confirm whether my resubmitted ID has been approved and, if not, to state exactly what is still required.

At this stage, I am concerned that the KYC process is simply being delayed without a clear reason. I am fully willing to complete any legitimate verification required, but Mojobetz has not told me that anything further is needed from me.

My €500 withdrawal remains submitted and pending, and I have not cancelled it or used the funds for further gambling.

I wanted to add this update to the complaint record, particularly because Mojobetz’s own stated 24–48 hour KYC timeframe has now passed.

Thank you for your continued assistance.

Hi Veronika,

I need to provide an urgent update because the situation with Mojobetz has now escalated significantly.

My €500 withdrawal has now been cancelled by Mojobetz. I did not request or authorise the cancellation.

The sequence is now as follows:

I resubmitted my KYC documents on Saturday.

Mojobetz told me KYC normally takes 24–48 hours.

Earlier today, their support agent Liam confirmed in writing that my KYC had not even been reviewed yet and that the submission was simply "sitting there in the queue."

Later, my KYC status suddenly changed to Rejected.

Unlike the previous rejection, Mojobetz sent me no email and no explanation for why it had been rejected.

After repeatedly asking for the reason, I was finally told that they require a selfie of me holding my ID.

However, their KYC portal provides no option or upload facility to submit this selfie.

I am willing to provide the requested verification immediately, but Mojobetz has not provided a functional secure method for me to do so.

Mojobetz has now cancelled my €500 withdrawal while this unresolved KYC situation continues.

I am extremely concerned because I am not refusing KYC or failing to cooperate. I have repeatedly tried to comply with every request.

At this point, the withdrawal has been cancelled while the casino is requiring an additional document that I currently have no way to submit through their verification system.

I have screenshots/evidence showing:

The €500 withdrawal

The KYC status changing to Rejected

Liam confirming that the KYC review had not yet been conducted and was just sitting in the queue

Mojobetz requesting the selfie holding my ID

The lack of any upload option for that requested document

The subsequent cancellation of my €500 withdrawal

I will provide all of these screenshots to the complaint.

Could you please add this as an urgent update to my case and contact Mojobetz regarding:

Why my €500 withdrawal was cancelled.

Why my KYC was rejected without any reason being provided.

Why Mojobetz is requesting a selfie-with-ID without providing a way for me to securely submit it.

What exactly remains outstanding in my KYC.

Whether Mojobetz intends to process and pay my €500 once the requested verification is completed.

I am ready to complete any legitimate KYC requirement immediately. I simply need Mojobetz to provide a clear and functional way to do so.

Thank you for your help.

Cozmin

Further update: Mojobetz support has now told me that raising concerns about their "brand reputation" because I am dissatisfied with their KYC process "will not speed up the process."

I want to be clear that I am not asking Mojobetz to bypass KYC or accelerate verification improperly. I am asking them to provide a working method to submit the selfie-with-ID they requested, explain why my KYC was rejected, and process my €500 withdrawal once verification is completed.

My concern is that instead of addressing those specific issues, support is now characterising my external complaints as reputational threats.

I am preserving this message as part of the complaint record.

Thank you for your emails and for providing more information regarding your complaint.

• Have you tried sending your selfie with your ID directly to the casino’s customer support email, since you are unable to upload it through your account? Alternatively, have you contacted customer support to ask how you are supposed to submit the selfie if this option is not available to you?
• What types of games did you play to accumulate the €500 in winnings that you have been trying to withdraw?
• Did you accumulate these winnings with or without an active bonus?
• Could you please specify whether you requested self-exclusion through your casino account or by contacting customer support?

Hi Veronika,

Thank you. To answer your questions:

1. Selfie / KYC submission

Yes. Since my previous update, Mojobetz customer support specifically instructed me to send the requested selfie holding my identification document directly to their support email because I was unable to submit it through the KYC portal.

I followed those instructions and emailed the requested photograph. Mojobetz has subsequently confirmed in writing that the image was received.

However, despite confirming receipt, they have still not confirmed that my Level 2 verification has been completed or provided a substantive update on its current status.

2. Games played

The approximately €500 balance was accumulated through slot games and live casino/game-show games.

3. Bonus

The winnings were accumulated without an active bonus. No bonus was activated in connection with these winnings.

From the communications I have received from Mojobetz, the withdrawal issue is related to KYC verification, not bonus conditions or wagering requirements.

4. Self-exclusion

I initially requested self-exclusion using the automated self-exclusion option available through my Mojobetz account.

This resulted in a 24-hour cooling-off period rather than immediate permanent closure.

I subsequently discussed the situation with Mojobetz customer service. Once the 24-hour cooling-off period had expired, I ultimately kept the account open following the interaction/advice from customer service because, with the withdrawal and KYC process already ongoing, I wanted to avoid creating any additional complications or further surprises with access to the account or the funds.

I want to make this distinction clear: the original self-exclusion request was made through Mojobetz’s automated account functionality, not by asking customer support to initiate it for me.

Regarding the KYC issue, I have continued cooperating with every verification request made by Mojobetz. The difficulty has been the prolonged and sequential nature of the process. I was ultimately asked for a selfie that I could not submit using the available KYC portal, had to obtain separate submission instructions from customer support, and then submitted it exactly as instructed.

Mojobetz has now confirmed receiving that photograph. I am therefore waiting for them to either complete the verification or clearly identify whether anything genuinely remains outstanding but at this stage it really feels stretched out, with no clear response or no response at all.

Please let me know if you require any of the supporting correspondence or further information from me.

Kind regards,

Cozmin

For completeness, I also submitted a formal complaint directly to Mojobetz’s dedicated complaints email address on 25 August. Despite that complaint and several subsequent escalations copied to the same address, I have received no acknowledgement or response from the complaints address.

hi,

i confirm that this issue has been resolved and I received my funds.

thank you for your support.

kind regards

cozmin

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

Dear KnucklesF,

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,

Veronika