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I am writing to request a clear and specific explanation regarding the suspension of my Mostbet account. I opened my account on 23 April 2025 and deposited 23,350 BDT. Shortly after playing some casino slots, my account was unexpectedly frozen. I found it unusual and concerning that my account was blocked on the very same day it was created. I promptly followed all verification procedures, including participating in a Skype call where I was informed that I had successfully passed verification. However, despite passing verification, my account was blocked again today. I want to make it clear that I do not have any other accounts on Mostbet, nor have any of my family members ever deposited on this platform. Therefore, I am requesting a detailed explanation of the exact reason why my account was suspended, or a refund of the remaining balance of approximately 21,000 BDT that was in my account at the time of suspension, as I am fully confident that I have not violated any of your rules. My account number is 236885356.

Dear Amal22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation, could you please provide us with the following details?

• What specific message did you receive when your account was frozen today?
• Can you provide any details about the verification process you went through?
• Have you used any VPN or IP-masking software to access the casino website?

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

Thank you in advance for your reply.

Best regards,

Veronika

 For security reasons, your account has been temporarily suspended. To restore full access to games and all MOSTBET features, please follow our simple instructions.

2 they ask for id card photos and my face photos and my transactions details screenshot which I provide after that they called me on Skype and take my interview.

3 no I never used any vpn.

Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Kindly include the documents you sent to the casino for the KYC.

Have you passed the Skype call verification?

Dear Amal22,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.