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Dear basesdedatosdanilo,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Are the funds inside your casino account your untouched deposit only, or have you accumulated any winnings before your account got blocked?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello, dear all!

basesdedatosdanilo, first of all, let me thank you for choosing our BC!

We sincerely regret that you experienced this situation and we apologize for the inconvenience caused.

Your account was blocked for the purpose of verification. This is a completely normal practice in many bookmakers.

We have reviewed your situation.

You submitted your request with attached documents on April 2nd. You have received a letter from our support service with the following content, to which you have not responded:

"Good afternoon, dear player!

We ask you to provide us with the ID of your game account (the ID is indicated in your account, in the upper right corner, under the "Account Panel" button) and the full name of the game account holder."

Please reply to the email and complete verification.

As soon as the verification is over, we are waiting for you to play and win with us again!

Sincerely yours, Mostbet.

Thank you very much, MostBet Casino, for your assistance and guideline.

Dear basesdedatosdanilo,

Please follow the casino's instructions and keep me informed about any further developments. Thank you in advance.

Dear basesdedatosdanilo,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.