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Hi, I won and when I wanted to withdraw the money, they blocked the accounts. I contacted them by email. I sent everything they asked for and they accepted it, but my account hasn't been unlocked yet. This happened about 2 months ago.

szia nyertem és mikor ki akartam utalni a fiókokat zároltak emailba felvettem a kapcsolatot velük be kuldtem mindent amit kértek el is fogadták de a fiokom nem oldották meg most sem fel ez történt kb 2 honapja

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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.

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?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• 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

I played a slot machine on the game machine called garuda games. And I didn't win from a bonus, no bonus was active, I paid and won. I started checking after my account was closed and everything was sent to the email that you requested.

Nyerőgépen játszottam a garuda games nevű játék gépen . És nem bónuszbol nyertem nem is volt aktívalva semmilyen bónusz be fizettem és nyertem. Az ellenőrzést akkor kezdtem ellenőrizni miután le zárták a fiokom és emailba amit kérte teljesen be lett küldve minden

I played a slot machine on the game machine called garuda games. And I didn't win from a bonus, no bonus was active, I paid and won. I started checking after my account was closed and everything was sent to the email that you requested.

Nyerőgépen játszottam a garuda games nevű játék gépen . És nem bónuszbol nyertem nem is volt aktívalva semmilyen bónusz be fizettem és nyertem. Az ellenőrzést akkor kezdtem ellenőrizni miután le zárták a fiokom és emailba amit kérte teljesen be lett küldve minden

Thank you very much for your reply, Sosemnyerek1997. Do I understand correctly that you had Ft98000 (dispute value) in your casino account before you lost access to it?

Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Yes, the 98,000 HUF is still sitting in my Mostbet account, and I can't do anything with it because my account was locked over 60 days ago. I submitted everything they requested via email—they haven't asked for anything else—yet for the past 60 days, all they’ve told me is to wait for the verification results. No one is saying when the account will be unblocked.

Yes, the 98,000 HUF is still sitting in my Mostbet account, and I can't do anything with it because my account was locked over 60 days ago. I submitted everything they requested via email—they haven't asked for anything else—yet for the past 60 days, all they’ve told me is to wait for the verification results. No one is saying when the account will be unblocked.

ghmh

Dear Casino Guru Team, I am attaching the full email correspondence with Mostbet Casino in PDF format to support my case. As you can see, I provided all requested KYC documents, but my account has been frozen for 2 months."

Dear Sosemnyerek1997,

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, Martina ([email protected]). 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

es, the 98,000 HUF is still sitting in my Mostbet account, and I can't do anything with it because my account was locked over 60 days ago. I submitted everything they requested via email—they haven't asked for anything else—yet for the past 60 days, all they’ve told me is to wait for the verification results. No one is saying when the account will be unblocked

"The 60-day verification deadline required by the casino has already passed, I submitted all requested documents in full more than 60 days ago, but my account version is still locked."

"A kaszinó által előírt 60 napos verifikációs határidő már letelt, minden kért dokumentumot hiánytalanul beküldtem több mint 60 napja, a számlám verziója mégis zárolva van."

Dear Sosemnyerek1997,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite MostBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello, Dear Sosemnyerek1997 and Casino Guru!

We understand that it is unpleasant for your account to be frozen.

However, all bookmakers carry out account verification. It is a security measure to protect customer accounts.

Verification can take up to 60 days, and in rare cases, it can take even longer. The verification process consists of several steps, each of which takes time.

We are pleased to inform you that, according to the verification results, your gaming account was unfrozen on 04.08.2026. Please confirm that the complaint has been resolved. 

 Have a nice day!

 Best regards, Mostbet.

Dear Sosemnyerek1997,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru