Mobilebet Casino - Pelaajan voitot on takavarikoitu.

The casino did not allow me to verify my account and thus my identity. The winnings remained with the casino and I only got my deposit back. After sending all the documents requested by Mobilebet, it took them about 2 weeks to verify them and then they closed my account and took my winnings.

Kasino ei antanut minun vahvistaa käyttäjätiliäni eikä siten vahvistaa henkilöllisyyttäni. Voitetut rahat jäivät kasinolle ja sain vain talletusmääräni takaisin. Lähetettyäni kaikki Mobilebetin pyytämät asiakirjat, heillä kesti noin 2 viikkoa tarkistaa ne ja sen jälkeen sulkivat tilini ja veivät voitto rahani.

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.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Pyryukko,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Have you provided truthfull and accurate personal information upon registration, please?  
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Dear Pyryukko,

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.

Hi! I focused entirely on slots, I didn't visit the live casino or the betting section once.

I have submitted completely truthful personal information and other information that was requested from me. I collected my winnings without a captive bonus.

Hei! Keskityin kolikkopeleihin täysin, en käynyt livekasinossa enkä vedonlyöntiosastolla kertaakaan.

Olen lähettänyt täysin todenmukaiset henkilötiedot ja muut tiedot, mitä minulta pyydettiin. Keräsin voittoni ilman katiivista bonusta.

Dear Pyryukko,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, I just sent you the information you requested via email from *************@gmail.com

Merry Christmas

Hei, lähetin nyt sinulle sähköpostissa haluamasi tiedot osoitteesta *************@gmail.com

Mukavaa Joulua

Dear Pyryukko,

thank you for your reply and email.

However, the screenshots you have shared are quite difficult to read, particularly due to their size. To ensure we can properly review the information, could you please resend the screenshots as attachments rather than embedded within the email?

JPEG or PDF formats would be preferred.

Thank you very much for your cooperation, and we appreciate your understanding.

Looking forward to your reply,

Katarina

Photos reposted

Kuvat lähetetty uudelleen

Dear Pyryukko,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Mobilebet Casino representative to join this conversation.

Dear Mobilebet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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 Pyryukko, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.

In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. The Gaming Authority has more options and tools to assist players.

You can find more information on how to correctly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at barbora.p@casino.guru

I am sorry I could not be of more help on this occasion.

Best Regards,

Barbora