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A month ago, I made a registration deposit of 3000kc. In about five days, I won 25,000, which I wanted to withdraw to a registered account, and out of nowhere my account was frozen. After a month of writing with consultant Jana, she told me that my manager had canceled my account, that I had allegedly committed something. Don't really take it and by no means register !!!

Před měsícem jsem provedl registraci vklad částkou 3000kc.Za cca pět dní jsem vyhrál 25000,ktere jsem chtěl vybrat na registrovaný účet a z ničeho nic mi účet zmrazili. Po měsíci psaní s konzultant Jana mi sdělila, že pan manažer mi účet zrušil, že jsem se neceho prý dopustil. Fakt nebrat a v žádném případě neregistrovat!!!

Dear Mrkvido1212,

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. Could you please advise if you accumulated your winnings with or without an active bonus? Did you receive any explanation from the casino why your account has been deactivated?

Ideally, please forward any relevant communication to petronela.k@casino.guru.

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

Best regards,

Petronela

Good day,

I accumulated my 3000kc deposit in live matches plus I played a Joker slot machine. I don't even know the bonus came. I wanted to withdraw the amount of 25,000 that I uploaded to my account, and within a few minutes my account was frozen. Week 14 days I wrote to consultant Jan where the problem is. The lady is just going to pass it on to the manager and keep writing the same. Then she wrote me that I should take proof of identity and consult with my manager via Skype. The manager told me that the account would be unblocked within 14 days, and yesterday Mrs. Jana wrote me that my account was permanently canceled with the given amount, that I had committed a violation according to some paragraph, but I don't know anything.

Dobrý den,

Svůj vklad 3000kc jsem naschromazdil v live zápasech plus jsem hrál Joker automat. Bonus ani nevím, že přišel. Chtěl jsem částku 25 000,kterou jsem nahrál vybrat na účet a během několika pár minut mi účet zmrazili. Týden 14 dní jsem si psal s konzultant Jana, kde je problém. Paní jen, že to předá manažerovi a pořád dokola stejně psaní. Pak mi napsala, že si mám vzít doklad totožnosti a s manažerem přes Skype provést konzultaci k ověření. Pan manažer mi řekl, že do 14 dnů účet bude odblokován a včera mi paní Jana napsala, že účet mám trvale zrušeny i s danou částkou, že jsem se dopustil podle nějakého paragrafu porušení, ale o ničem nevím.

Thank you very much, Mrkvido1212, for your reply. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. Please let me know how you would like to proceed.

Thank you very much for your understanding.

Good day,

I will be very grateful if you turn this complaint over to Mostbet, because they have all the explanations but answers.

Thank you.

Dobry den,

Budu moc vděčný, když tuto stížnost pretate na Mostbet, protože u nich je vše vysvětlení než odpovědi.

Děkuji.

Thank you very much, Mrkvido1212, for your reply. Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint at the end. I really wish I were of more help.

I contacted the casino requesting more information and will continue our communication via emails.