MostBet Casino - Igrački račun je zatvoren bez obrazloženja.

I deposited 39,200,000 UZS into Mostbet. I have ZERO betting history (not a single bet placed). I passed the full video verification. Despite this, Mostbet blocked my account and refused to refund my remaining 34,200,000 UZS. They are making false and shifting accusations (first "multi-accounting", then "bots", now "fraud"), but they cannot provide any evidence because no gameplay ever occurred. This is a direct seizure of a player's unused deposit.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your questions. Here are my answers:

1. NO OTHER ACCOUNTS: No one else in my household has an account at Mostbet, and I have not used any other account. I am the sole user of this IP for this purpose.

2. ZERO GAMEPLAY: This is the most important point—I have NOT played any games yet. I deposited 39,200,000 UZS, and before I could even place a single bet on sports or slots, my account was blocked. There is absolutely no betting history (Zero Gameplay).

3. NO BONUSES: Since I haven't even started playing, there were no active bonuses or winnings involved. I am simply trying to get my original deposit back.

CRITICAL UPDATE:

Since I filed this complaint, Mostbet has disabled my login access entirely. Now, when I try to log in, it says "Wrong login or password." They are trying to prevent me from seeing my balance (34,200,000 UZS remaining). 

I have passed the video verification successfully. I am attaching the screenshot of the login error and my balance before the block.

Thank you for your assistance.

UPDATE: Mostbet support on Telegram confirmed that my account is restricted due to "Zero Gameplay" (AML policy excuse), despite me passing all verification steps. They also stated they are ready to provide evidence to regulators. This confirms they are holding my deposit only because I haven't started betting yet. I am attaching the screenshot of this conversation.

Thank you very much for your reply, Fedik003. Was this the only explanation you received from the casino regarding this situation? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello Kristina,

I have sent all the screenshots of my conversations with Mostbet support to your email (kristina.s@casino.guru). I am also attaching the most important ones here for your convenience.

In these chats, you can see:

1. They accused me of "fraud" but could not provide any evidence.

2. They admitted there is "Zero Gameplay" on my account.

3. They told me to stop sending messages that look like they were generated by AI, ignoring my legitimate concerns.

4. They claimed my account is blocked due to "AML policy" because I haven't placed any bets after depositing.

I have strictly followed all their rules and passed the video verification. It is clear they are just trying to keep my 34,200,000 UZS.

Thank you for your help.

Dear Fedik003,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello there,

Thank you Fedik003 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 the player's account was closed and what we can do to help resolve this issue.

Thank you!

Hi Peter,

I noticed that the timer for MostBet Casino has expired and they haven't provided any response yet. My account remains blocked and my 34,200,000 UZS deposit is still held by them.

I am waiting for your guidance on the next steps since the deadline has passed. Thank you!

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 Fedik003 and Casino Guru!

The gaming account has been blocked in accordance with our rules.

We have sent details to peter.c@casino.guru, we will wait for the Casino Guru team's response.

Best regards, Mostbet.

Hi Peter,

I am checking in to see if there are any updates regarding the information Mostbet provided. My account is still blocked and I haven't received my deposit back. 

I'm ready to provide any additional information if needed. Thank you for your time.

Thank you for the update MostBet Casino representative. I have responded to your email and I await your reply!

Dear Fedik003, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Peter, we have responded to your letter and are awaiting your decision.

Have a nice day!

Best regards, Mostbet

Thank you for the update MostBet Casino representative. I have responded to your email and I await your reply!

Dear Fedik003, I will keep you updated about any new developments. Thank you for your patience during this time!

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.

Dear Peter, we have responded to your letter and are awaiting your decision.

Have a nice day!

Best regards, Mostbet

Thank you for the update MostBet Casino representative. I have responded to your email and I await your reply!

Dear Fedik003, I will keep you updated about any new developments. Thank you for your patience during this time!

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.

Dear Fedik003,

Since the casino stopped responding. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Kristina