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On June 29, 2025, I won 12,000 PLN in my Mostbet account (ID 242324264). On the same day, my account was blocked without any explanation. I was asked to verify my identity and immediately submitted the required documents (passport photo and the bank card used for the deposit).

Support promised to call me for further verification, but no call was made. Since then, I have received only repeated generic responses such as "please wait for the result".

The last reply I got from them was on July 3, 2025. It has now been several days without any progress or update. I have done everything from my side.

I kindly ask Casino.Guru to assist me in resolving this issue and to help release my 12,000 PLN winnings. I am attaching a screenshot as proof of my latest communication with them.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MostBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the blocking of your account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Tomas,

Thank you for your response and your willingness to assist.

Here are the answers to your questions:

1. I have been a player at MostBet Casino for approximately two months. My account was blocked on 29.06.2025.

2. I mainly placed bets on sports to accumulate my current balance.

3. I did not use any bonuses to achieve my balance.

4. My current balance before the account was blocked was 12,000.23 (currency as shown in the account).

I have attached screenshots of my communication with the casino regarding the blocking of my account.

Thank you very much for your support. I look forward to your assistance in resolving this matter.

Best regards,

Thanks for your reply and the submitted information.

Have you managed to pass the verification call requested afterwards?

Was your account made available as a result?

Please let me know.

Dear ArturNovakivskyi,

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,
Tomas
Casino.Guru