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Hello

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.?
• Can you confirm whether all submitted documents and verification steps were fully accepted prior to the account being restricted?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your response and for reviewing my case.

I was mainly playing casino games, specifically Plinko and live casino games, including a fishing game. I did not participate in sports betting.

Yes, I confirm that all my documents were submitted and the verification process was completed successfully, including video verification, before my account was restricted.

I did not use any active bonus while playing. All winnings were generated from my own deposited funds.

I would also like to emphasize that all my gameplay was normal and done using my personal device and my own payment method.

I am fully willing to cooperate and provide any additional information or documents if required.

I kindly ask for your assistance in resolving this issue and ensuring a fair outcome.

Thank you for your support.

Best regards,

[Redacted]

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hello Attila,

Thank you for your continued assistance.

I am submitting all available evidence regarding my case, including:

Screenshot showing my account balance of 255,413 EGP inside the Mostbet account.

Screenshots of withdrawal requests marked as processed/paid.

Proof from my Vodafone Cash wallet showing that only 1,000 EGP was received.

Screenshot of the account restriction/freeze message.

Previous communication attempts with support and verification departments.

My case is very clear:

My account was fully verified.

I submitted all requested documents and successfully completed video verification.

I played normally using my personal device and my own payment method.

I did not use VPN, multiple accounts, bots, fraud, or any unfair advantage.

My winnings were legitimate.

I played games such as Plinko and Live Casino (Fishing), and my balance reached 255,413 EGP.

After winning, my account was suddenly restricted.

No clear reason was provided.

Withdrawals were marked as paid, but I did not receive all funds.

Only 1,000 EGP was received.

At this point, I respectfully request one of the following fair solutions:

A) Fully restore my account access and balance.

OR

B) Process and send my full remaining funds of 255,413 EGP immediately.

If Mostbet claims any violation, I kindly request full evidence and a clear explanation, because I have cooperated completely and acted in good faith.

I trust Casino Guru will help ensure a fair resolution based on the evidence provided.

Thank you very much.

Best regards,

[Redacted]

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, Jana (jana.k@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,

Attila

Dear Braziliosama,

I sincerely regret to hear about the blocking of your account. Rest assured, I will reach out to the casino promptly to address this matter. Additionally, I would like to invite a representative from MostBet Casino to join this conversation and assist in resolving the issue at hand.

Dear MostBet Casino,

could you please clarify the reasons behind the player's account being blocked? Furthermore, we would appreciate it if you could provide any relevant evidence regarding this matter. You may share your statement and attach the evidence here or kindly send it to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation in providing the necessary information.

Kind regards,

Jana

Hello, Dear Braziliosama and Casino Guru!

The gaming account has been blocked in accordance with our rules.

We have sent details to jana.k@casino.guru, we will wait for the Casino Guru team's response.

Best regards, Mostbet.

Hello Jana,

I hope you are doing well.

I would like to kindly follow up regarding my complaint, as it has been over a week since the last update.

I fully understand that reviewing the case may take time, and I truly appreciate your efforts.

However, I would be grateful if you could provide any update on the current status or let me know if any additional information is required from my side.

Thank you again for your support and assistance.

Best regards,

Dear Braziliosama,

I hope this message finds you well. I wanted to provide you with an update regarding the evidence related to the closure of your account at the casino. I am currently awaiting its delivery and appreciate your patience during this process. Please rest assured that I will keep you informed as soon as I receive any new information.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana