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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

Hello, Dear mdarowiche1978! 

We have checked the information, unfortunately we did not receive your emails on the subject of account freezing. If you sent emails from a different email address, please specify it so we can check additionally. 

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.

I don't want to use my deposit, I want tbx my money

Jag vill inte andvända min insättning jag vill ha tbx mina pengar

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, Dear mdarowiche1978! 

According to clauses 2.9 and 3.7 of our Rules, the Bookmaker's Company has the right at any time to block the client's personal account for the purpose of verification, to request from the client any documents at the choice of the Bookmaker's Company, confirming his identity, or any other data, including to require the client to undergo the procedure of video identification. By registering at our casino, you agree to these rules.

We have received the information and are pleased to inform you that your game account has been unfrozen on 27.05.2024 as a result of a verification. 

Have a nice day!

Best regards, Mostbet.

Dear mdarowiche1978,

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.

Dear mdarowiche1978,

Can you please confirm that your issue has been resolved and if we can consider your complaint resolved? Additionally, please let me know if you still require assistance.

Dear mdarowiche1978,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru