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Good morning,

My Mostbet gaming account ID 275733400, email [email address hidden by Casino Guru] was frozen around 14.06.2026.

The account balance is exactly 340,287.51 CZK.

I have already sent all the required documents - ID, selfie with ID, proof of address and proof of payment method. Support confirmed that they do not need anything else.

Since then, I have only received automated responses that verification may take 60 days according to paragraph 4.1 of the rules.

This is not a complicated case of fraud, I played normally and according to the rules. 60 days is the maximum period for complicated cases, not the standard time.

I request the immediate completion of the verification and release of my funds in the amount of CZK 340,287.51.

The same complaint has already been filed on AskGamblers.

Thank you.

Dobrý den,

můj herní účet u Mostbet ID 275733400, e-mail [email address hidden by Casino Guru] byl zmražen kolem 14.06.2026.

Zůstatek na účtu je přesně 340 287,51 CZK.

Již jsem zaslala všechny požadované dokumenty - občanský průkaz, selfie s dokladem, doklad o adrese a doklad o platební metodě. Z podpory mi potvrdili, že už nic dalšího nepotřebují.

Od té doby dostávám pouze automatické odpovědi, že ověření může trvat 60 dní podle odstavce 4.1 pravidel.

Nejedná se o žádný složitý případ podvodu, hrála jsem normálně a podle pravidel. 60 dní je maximální lhůta pro složité případy, ne standardní doba.

Žádám o okamžité dokončení ověření a uvolnění mých prostředků ve výši 340 287,51 CZK.

Stejná stížnost je již podána i na AskGamblers.

Děkuji.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play shortly before your account was frozen?
• Am I correct in understanding that your account was frozen after you submitted a withdrawal request?
• Did you accumulate your winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?
• Has the casino suggested video verification as part of their investigation process?

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

Hello Veronica,

> thank you for the response.

> 1. Games: I only played slot machines.

2. Blocking: Yes, account ID 275733400 was blocked only after a withdrawal request of CZK 340,287.51 on 14.06.2026.

3. Bonus: No bonus, all for your own deposits.

4. Previous selections: No, this was my first selection.

5. Video verification: Yes, the casino originally suggested video verification to me, but they asked if I spoke English. I replied that I only spoke Czech. Then on 15.06.2026 they wrote to me from id@mostbet.com , that the administration will decide on the account without a video conference.

> Thank you,

Veronica

Dobrý den Veroniko,

> děkuji za reakci.

> 1. Hry: Hrála jsem pouze automaty / sloty.

2. Blokace: Ano, účet ID 275733400 byl zablokován až po žádosti o výběr 340 287,51 CZK dne 14.06.2026.

3. Bonus: Bez bonusu, vše za vlastní vklady.

4. Předchozí výběry: Ne, toto byl můj první výběr.

5. Video ověření: Ano, kasino mi video ověření původně navrhlo, ale ptali se, zda mluvím anglicky. Odpověděla jsem, že mluvím pouze česky. Poté mi dne 15.06.2026 napsali z id@mostbet.com, že administrativa rozhodne o účtu bez videokonference.

> Děkuji,

Veronika

> update - 23.07.2026 at 11:35

> My account ID 275733400 was unblocked today, the balance of CZK 340,287.51 is back visible on the account, as I can prove with a screenshot.

> After unblocking, the casino re-started verification via Sumsub. I filled everything out again this morning and sent it - ID card, selfie, everything the system wanted.

> Since this morning, I've only been getting the message "We are verifying your information - This may take a while" and nothing is happening. The verification is not progressing. I still can't enter the withdrawal of CZK 340,287.51 from 14.06.2026.

> I remind you: play only machines/slots, without bonus, for your own deposits. First withdrawal. On 15.06.2026 I received from id@mostbet.com they wrote that the administration would make a decision without a video conference.

> So now I've been verified for the second time and the withdrawal is still blocked.

> Please let the casino complete the verification and refund the amount. Please do not close the case, it is not resolved.

> Thank you

Veronica

> aktualizace - 23.07.2026 v 11:35

> Účet ID 275733400 mi byl dnes odblokován, zůstatek 340 287,51 Kč je zpět viditelný na účtu, jak dokládám screenshtem.

> Kasino po odblokování znovu spustilo ověření přes Sumsub. Vše jsem znovu od rána vyplnila a odeslala - občanský průkaz, selfie, vše co systém chtěl.

> Od rána mi ale stále visí pouze hláška "Ověřujeme vaše informace - To může chvíli trvat" a nic se neděje. Ověření se neposouvá. Výběr 340 287,51 Kč ze dne 14.06.2026 stále nemohu zadat.

> Připomínám: hra pouze automaty/sloty, bez bonusu, za vlastní vklady. První výběr. Dne 15.06.2026 mi z id@mostbet.com psali, že administrativa rozhodne bez videokonference.

> Nyní jsem tedy ověřená již podruhé a i tak je výběr blokovaný.

> Prosím, aby kasino dokončilo ověření a proplatilo částku. Případ prosím neuzavírat, není vyřešen.

> Děkuji

Veronika

Dear Support Team,

> I am attaching my T-Mobile invoice as proof that I own the phone number [phone number hidden by Casino Guru].

> The invoice is issued in my name - Veronika T. - and the phone number [phone number hidden by Casino Guru] is clearly visible on page 3 (Next neomezeně XL).

> Please let me know if this document is sufficient to verify my number.

> Thank you,

Veronika T.

Thank you for the updates.

• Has the casino approved the proof of ownership of the mobile number registered on your account?
• Please forward me the most recent communication between you and MostBet Casino's customer support regarding the additional verification requests at veronika.f@casino.guru.
• Which of your identity documents are still pending verification?
• When was the last time you submitted any identity documents to the casino in response to their additional KYC requests?

Dear Veriinka1,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru