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Made account after i deposit 20 eur then i went to play slots i got error message your account is blocked so i went back to my account try to withdrawal back my deposit i got error message again account frozen

Dear mdarowiche1978,

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. 

• Do I understand correctly that you didn't manage to place any bets?
• Did you activate any bonuses on top of your bonus?
• Have you tried contacting the casino regarding this issue?

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

Best regards,

Kristina

without bonus, yes I have contacted them but they refuse to answer but turn off the chat all the time.

utan bonus, ja jag har kontaktat dom men dom vägrar svara utan stänger av chatten hela tiden.

Hello, I have sent an email with fortf they refuse to answer now they have closed my account and my deposit is still in the account

Hej jag har skickat epost med fortf vägrar dom svara nu har dom stängt ner mitt konto och min insättning är fortfarande kvar i kontot

Thank you for your reply, mdarowiche1978. Do I understand correctly that you haven't received any explanation from the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi, they don't answer so there is no conversation

Hej dom svarar inte så det finns ingen konversation

Thank you very much, mdarowiche1978, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello mdarowiche1978,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Mostbet Casino to join the conversation.

Dear Mostbet Casino,

Could you kindly furnish details regarding the reason for the player's account being blocked? Should you opt not to continue providing services to the player, please proceed with closing their account. However, it is imperative that their initial deposit be refunded.

It's been a few weeks now and they still haven't refunded my money

Det har gått några veckor nu och de har fort inte återbetalt mina pengar

Hello, Dear mdarowiche1978! 

We are sorry that you have a negative impression. We understand that it is unpleasant to find out that your game account is frozen. At the same time, we act strictly within the established rules. Account verification is carried out in all bookmaker companies as one of the security measures for clients' accounts. As part of the verification process, it is necessary to provide documents and undergo a video call. By registering at our casino, you agree to these rules. 

Unfortunately, earlier you did not provide the necessary documents for verification and did not respond to our email, so your account has been blocked.

To restart the verification procedure, please write to our email id@mostbet.com and provide your game account ID. Our security specialists will reply to you and send you further instructions. Once the account verification is completed, you will be able to use your deposit. 

Have a nice day!

Best regards, Mostbet.

You are so fake, I have sent over 4 emails that were not answered by you, how are you even going to verify my account when you don't even respond to my emails? You must send back the 20 Eur that I deposited, otherwise I will report you to the ic3 internet fraud agency

Så falska ni är,jag har skickat över 4 email som inte besvardes av er, hur ska ni ens verifiera mitt konto när ni inte ens svarar på mina email? Ni skall skicka tillbaka 20 Eur som jag satte in annars anmäler jag er till ic3 internet fraud agency