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A panasz címe (Subject):

Unfair account closure and 90-day verification delay - User ID: [269422272]

A panasz szövege (Description):

Dear CasinoGuru Team,

I am filing this complaint against Mostbet because they have unfairly blocked my account and are withholding my balance of 220,000 HUF.

The timeline of my case is as follows:

February 10, 2026: I registered my account.

February 21, 2026: The casino requested a KYC (identity verification) procedure. I submitted all requested documents immediately.

February – May 2026: I contacted support several times via email. Each time, I was told to be patient and that the verification was "underway." This process has been stalled for over 90 days.

May 2026: During this excessive delay, my identification documents expired.

Today (May 2026): As a responsible player, I proactively submitted my brand new, valid documents to replace the expired ones.

Result: Immediately after I asked for an update on my case today, my account was banned/blocked without any explanation, prior notice, or the possibility to withdraw my legitimate balance.

My concerns:

The 90-day verification period is unacceptable and far exceeds industry standards.

I have cooperated fully and provided all documents, including updated ones.

The casino is withholding 220,000 HUF and has cut off all communication by blocking my account right after I sent my valid documents.

I have proof of my balance and my correspondence with the support team. I am asking for your help to get my account unblocked and to receive my funds.

User ID: [redacted]

Disputed amount: 220,000 HUF

Thank you for your assistance.

Sincerely,

Szabolcs Tóth

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear gabbana,

Thank you very much for submitting your complaint. I’m sorry to hear that your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• 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?
• In your email to customer support in May 4, you mentioned that your account was blocked for 82 days. Could you please clarify the exact date your account was blocked?
• In the complaint thread, you said that after proactively sending new documents in May, your account was banned/blocked. Is this a different kind of account block than the one you mentioned in the email to customer support?

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

Best regards,

Jean

I increased my winnings by betting on sports.

It was not played with the help of a bonus.

I won with a bigger bet and high odds.

My exact account blocking date is 2026.02.14 in the morning.

They completely blocked me. I was able to log in on 2026.02.14, but I couldn't withdraw or deposit.

I couldn't use anything on the site. Neither sports betting nor casino.

I could log in, I could always write in the chat if there was any progress, but nothing else.

On May 4th, I uploaded my new documents, then the page crashed and from that moment on I can't log in.

I increased my winnings through sports betting; that is how I earned them. It was not through a bonus, as any bonus requirements had already been cleared beforehand. I won using larger stakes and high odds.

My account was specifically restricted on the morning of February 14, 2026. I was completely blocked; on February 14, I could still log in, but I was unable to make any deposits or withdrawals. I couldn't use any features on the site, neither sports betting nor the casino.

I was able to log in and use the chat to ask for updates, but nothing else. On May 4, I uploaded my new identity documents, after which the site logged me out, and I have been unable to log in ever since."

A nyereményemet sportfogadással gyarapitottam azzal szereztem.

Nem bónusz segitségével az ki lett előtte játszva.

Nagyobb téttel magas odds-al nyertem.

A pontos fiók blokkolásom 2026.02.14 reggelre.

Teljesen leblokkoltak 2026.02.14 en be tudtam lépni viszont se ki se befizetni nem tudtam.

Az oldalon semmit nem használhattam.Se sportfogadás sem kaszino.

Belepni be tudtam chaten mindig tudtam irni van e valami fejlemény de más nem.

Május 4 en feltőltöttem az uj okmányaimat azután kidobott az oldal és attól a perctől kezdve nem tudok belépni.

I increased my winnings through sports betting; that is how I earned them. It was not through a bonus, as any bonus requirements had already been cleared beforehand. I won using larger stakes and high odds.

My account was specifically restricted on the morning of February 14, 2026. I was completely blocked; on February 14, I could still log in, but I was unable to make any deposits or withdrawals. I couldn't use any features on the site, neither sports betting nor the casino.

I was able to log in and use the chat to ask for updates, but nothing else. On May 4, I uploaded my new identity documents, after which the site logged me out, and I have been unable to log in ever since."

Dear gabbana,

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don’t have enough insight into this field of online gambling, we wouldn’t be able to interpret the casino’s results of the investigation and/or their explanation correctly and judge this case fairly. We don’t think that your complaint is unjustified, we just couldn’t evaluate the issue properly. We would really like to help, but it is impossible for us at this time.

We are forced to close this complaint. I am sorry that we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with casino gaming. We will try our best to help.

Regards,

Jean