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My gaming account was recently frozen pending identity verification on the 31/05/2025. I fully complied with the verification process by submitting all requested documents and completing a video call as instructed. However, immediately following the completion of the verification, my account was permanently blocked without any explanation.

I have contacted Mostbet’s support team multiple times to request clarification, but their response was simply that I will no longer have access to my account or the funds within it. No justification was provided for this decision, which raises serious concerns regarding transparency, fairness, and customer treatment.

I am so frustrated right now because I feel I was targeted as a lady from Nigeria. How can you blocked and deny me from withdrawing my deposits and winnings. This is totally not accepted by all standards.

Kindly assist in mediating between me and mostbet.

Dear Vicky1550,

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 which games you focused on - slots, live casino, sports betting, etc.?  
• Could you please advise which documents you have already provided for KYC and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Dear katarina, thank you for your response and I will answer your questions accordingly.

1. I majorly play sport betting though I can't remember the exact teams.

2.The following are the documents I provided

ID card

Birth certificate

Proof of deposit

I also provided a picture of myself holding my ID card.

3. All my winnings were accumulated without the use of bonus. It is my deposit funds that I used to play the sport betting.

I am available to answer anymore questions you might have.

Thank you

Dear Vicky1550,

thank you for your message.

• Have you received a message from the casino stating your verification is successfully completed, please?
• Have you made any successful withdrawals before?  
• Could you please provide the exact date your account was created?

Looking forward to your reply.

Katarina

As at when replying this message, I have not received any message from mostbet. Also, I have not made any withdrawal from the account since I created it on the 23rd of May 2025.

Thank you

In continuation to my previous response, if you wish, I can forward all my correspondence between mostbet and me to your email address.

Dear Vicky1550,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Kindly check your inbox for my response.

Thank you

Thank you very much, Vicky1550, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Vicky1550 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MostBet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello, Dear Vicky1550 and Casino Guru!

The game account was blocked in accordance with Paragraph 2.10 of the Rules: 

 If a Player is suspected of committing fraudulent actions against the Betting Company (multiple accounts, multiple sessions (multiple simultaneous active sessions on one account), bets made by third parties, the use of betting automation software, playing on arbitrage situations, bets placed to exceed the limits set by the Company, misuse of Loyalty Programmes, or if the gaming account is not used to place bets, etc.), the Betting Company reserves the right to prevent these fraudulent actions by:

 Cancelling bets.

 Restricting withdrawals.

 Closing the client's account without reimbursement.

More details can be found in clause 2.10 of the rules on our website.

We have sent details to peter.c@casino.guru, we will wait for your response.

 Have a nice day!

 Best regards, Mostbet.

Thank you for providing me with the evidence MostBet Casino representative.

Vicky1550, the casino has provided us with evidence indicating the creation and use of multiple accounts associated with you. These accounts appear to have been established in an attempt to circumvent the restrictions that had been previously imposed on your original account.

As you may be aware, it is an industry standard that each individual is permitted to operate only one account, registered in their own name and funded solely with their own resources. Unfortunately, your activity constitutes a clear violation of this policy. As a result, we must inform you that your complaint will be rejected.

We strongly advise you to refrain from engaging in such activity in the future, as it may lead to similar situations. Casinos have many tools to look for this activity.

We appreciate your understanding and cooperation in this matter.