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Dear Sujeeban,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case.

Additionally, I would like to point out that there is no need to repeat the same information over and over or send multiple identical emails, as we have to go through all of the information you provide and it slows us down. Your cooperation in this matter is highly appreciated. Thank you for understanding.

from, Date.02 / 01/22

Im mostbet play an screen sort game display

Thank you very much Sujeeban for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@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 soon.

Dear Sujeeban,

I apologize for the delayed response. From now on, I’ll be taking care of your complaint. I’ll contact the casino and see if I can help.

I would like to invite Mostbet Casino to join this conversation.

Dear casino team,

Could you please clarify the situation and explain the reasoning behind the decision to block Sujeeban’s gaming account? Any relevant evidence can be forwarded to andrej.p@casino.guru.

Dear Sujeeban,

Unfortunately, we still haven’t received a response from the casino. We will now try to contact the casino team via other means.

Thank you for your replies and for your e-mails. I need to point out that there is absolutely no need to send multiple e-mails containing information that you’ve provided previously. Please understand that it will only cause additional delays as all information you send over needs to be thoroughly reviewed.

Thank you for your understanding in this matter.

We would like to ask Mostbet 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 this complaint as ‘unresolved’.

Dear Sujeeban,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

There’s still the option to submit an official complaint to the casino’s Licensing Authority – Curacao Antillephone.

Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.

Dear all,

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

Dear Sujeeban,

According to the information the casino has provided us with, the casino’s decision to block your gaming account and void your winnings was based on a strong connection between your and another gaming account. Could you please advise if you’re aware of any of the members of your household or your neighbors creating a gaming account when connected to the same network?

Thank you in advance for your reply.

I’m setting the timer for 7 days.

I am Nirupaya sir, I was sending a lot of information with you, but I did not get any help.

আমি নিরুপায় স্যার,আপনাদের সাথে অনেক তথ্যপাঠিয়ে ছিলাম,কিন্তু কোন সহযোগিতা পেলাম না।

Thank you, Sujeeban, for your response. We’ve previously closed your complaint as ‘Unresolved’ because the casino team was unresponsive. As indicated in my previous comment, the representatives of Mostbet Casino have recently contacted us and provided clarification regarding the casino’s decision in your case. Apparently, there’s a strong connection between yours and another gaming account registered at Mostbet Casino.

Therefore, could you please advise if you’re aware of creating another account at Mostbet Casino or of any of the members of your household or your neighbors creating one while using the same internet connection?

Thank you in advance for your reply.

Dear Sujeebanchakma ,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame we will close this complaint as 'Rejected'.

Dear all,

Unfortunately, Sujeebanchakma has stopped responding to our messages and questions. Without their cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

Due to this reason as well as based on the information provided by the casino team, which indicates there’s a strong unusual connection between the player’s account to another gaming account, giving grounds for a suspicion of a breach of the Terms and Conditions, this complaint will be closed as ‘Rejected’.

The player can reopen this complaint anytime.