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Complaint for Casino Guru

​Subject: Unjustified account closure and seizure of winnings (505,000 CZK) - Mostbet

​Description:

I am filing a complaint against Mostbet Casino regarding my account (ID: 256846560). I won a total of 505,000 CZK.

​On the day of my win, I requested a withdrawal of 40,000 CZK, which the casino successfully processed and sent to my bank account. Immediately after, I attempted to withdraw another 40,000 CZK, but I accidentally selected a different payment method/details.

​Right after this mistake, the casino froze my account. I was told to wait for a 60-day investigation period. After waiting for 60 days, instead of restoring my access, the casino informed me that my account is permanently blocked without the possibility of recovery and that my remaining winnings will not be paid out.

​The casino claims I violated their rules (mentioning multi-accounting or automated bets), but I strictly deny this. I have provided all requested identity documents and cooperated fully. The fact that they successfully paid out the first 40,000 CZK proves that my account and winnings were initially considered legitimate.

​I am requesting Casino Guru’s assistance in recovering my remaining balance of 505,000 CZK.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which payment method did you select for your successful withdrawal?
• Which payment method did you accidentally select for your second withdrawal that was unsuccessful? Have you made any deposits with this payment method previously?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• What types of games did you play at this casino?

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

Best regards

Veronika

Hello, thank you for being a casino. I haven't been very cooperative with them. I've won and lost money several times and then I made another payment by mistake so I could just have it sent by bank transfer and then they froze my account right away. Yes, my girlfriend has an account, but she normally has it in her name, last name, but we have the same account. We have a joint account.

Dobrý den děkuji že jste casino moc být se mnou moc nespolupracuje už já už jsem u nich několikrát vyhrál i prohrál peníze a potom si dal hned omylem jsem dal další platbu abych prostě si nechal poslat bankovní převodem a potom mi hned účet zamrazili ano moje přítelkyně má účet ale ona ho má normálně na svoje jméno příjmení ale máme stejnou jako stejný účet společný účet máme

When I won the money, I played, I changed games, I played about three games in total, they were five reels, and I got something like Wild, I called that game.

And thank you very much in advance for your help because so far no one wants to help me with this case and it's a lot of money and right now I need money for housing or I don't have it I have to move quickly so it's so important to me thank you very much

Jak jsem vyhrál ty peníze tak jsem hrál jsem střídal hry hrál jsem asi tři hry celkově pětiválce to byly a přišly mi takové Wild něco jsem ti jmenuje ta hra

A předem moc děkuji za pomoc protože zatím mi nikdo nechce pomoct s tímhle tím případem a je to jedná se o dost peněz a já teďka právě že potřebuji peníze na bydlení nebo nemám musím se rychle přestěhovat tak to pro mě takové důležité no děkuji moc

I sent you the screenshots you wanted by email, thank you again for taking a look at them.

Poslal jsem vám na meil ty screenshoty co jste chtěla děkuji ještě jednou ze jsem nato aspoň podíváte

Here are 17 rules they have when someone registers

Make a deposit

rules

1. BASIC CONCEPTS AND TERMINOLOGY

A game of chance is a winning agreement based on risk, which is concluded between two or more participants between themselves or with a gambling operator (bookmaker) according to the rules set by the gambling operator (bookmaker).

Betting is a form of gambling in which the outcome of a risk-based winning agreement entered into by two or more participants in the bet with each other or with the operator of this form of gambling depends on an event whose outcome is undecided.

A bet is money, including electronic money, which a participant in a gambling game (Client) transfers to the organizer of the gambling game (bookmaker) and which serves as a condition for participating in a gambling game in accordance with these Rules set by the gambling game operator (bookmaker). Acceptance of bets from Clients takes place under the conditions offered by the gambling game operator (bookmaker).

Gambling operator (bookmaker) – a legal entity providing services on the website.

A Client is a natural person who places bets on the outcome of an event at a Betting Company. A legal entity cannot be a Client of a Betting Company and participate in gambling/betting.

The outcome is the result of an event, individual events on a bet line or events on which a bet was placed.

A bet line is a set of events, possible outcomes of these events, odds on possible outcomes of these events and their date and time after which the Betting Company will stop accepting bets on the outcomes of these events offered by the Betting Company for betting.

Winnings are money or other property to be paid out and/or transferred to the Client once the outcome of the gambling game is known, as set out in these Rules.

Winning coefficient, coefficient-number that determines the probability of an event outcome occurring, expressed in numbers that participate in determining the payout amount of a winning bet. The maximum coefficient for a coupon is 1000

Cancellation of a bet or wager, refund of a bet or settlement of a bet at odds of 1 is the decision of the Betting Company to set a new odds (winning odds) equal to 1 (one) for the given wager in accordance with these Rules.

Regular playing time – the duration of a match according to the rules of a given sporting event, including time added by the referee. Regular playing time does not include set-ups, overtime, penalty shoot-outs, etc.

Personal account / user account / account is a computer program, the interface of which is located and/or accessible on the Internet on the Betting Company's website and is displayed through a web browser (browser), which allows the Client to familiarize himself with the bets offered by the Betting Company, place bets, etc., as provided for in these Rules. Access to the Personal Account is carried out using the Access Data.

Access data are data that enable authentication of the Client's Personal Account. By default, the access data are the Client's username and password. Other types of Access Data may be used at the request of the Betting Company.

The Client is a user of the Personal Account.

There are a number of terms and definitions used in the betting and gaming industry. If you are in doubt about the meaning of any term:

Find out its meaning in relation to the event or game you are betting on.

If you are still unsure about the meaning of any term, please contact the Betting Company support team.

Do not place any bets or participate in the game until you fully understand the betting and/or game rules.

The Betting Company is not responsible for your actions if you place a bet or participate in a game in cases where you do not fully understand the terms and conditions associated with such participation or bet.

The Betting Company's website may use the term Theoretical Return on Investment (or its abbreviation) in connection with specific services. Theoretical Return on Investment is a theoretical value or the result of virtual calculations intended to show the theoretically calculated amount of bets in percentage that a certain service (game) will return to the Client after a certain number of rounds and/or spins. The Theoretical Return on Investment indicator is virtual and does not guarantee that the Client will achieve exactly this rate of return on bets. The Client may win or lose, regardless of the given Theoretical Return on Investment indicator.

Tady je 17 pravidel co tam mají když jsem někdo zaregistruje

Provést vklad

pravidla

1. ZÁKLADNÍ POJMY A TERMINOLOGIE

Hazardní hra je výherní dohoda založená na riziku, kterou uzavírají dva nebo více účastníků mezi sebou nebo s provozovatelem hazardní hry (sázkovou společností) podle pravidel stanovených provozovatelem hazardní hry (sázkovou společností).

Sázení je forma hazardní hry, při níž výsledek výherní dohody založené na riziku, kterou uzavřeli dva nebo více účastníků sázky mezi sebou nebo s provozovatelem této formy hazardní hry, závisí na události, o jejímž výsledku není rozhodnuto.

Sázka jsou peníze, včetně elektronických peněz, které účastník hazardní hry (Klient) předává pořadateli hazardní hry (sázkové společnosti) a které slouží jako podmínka účasti na hazardní hře v souladu s těmito Pravidly stanovenými provozovatelem hazardní hry (sázkovou společností). Přijímání sázek od Klientů probíhá za podmínek, které nabízí provozovatel hazardní hry (sázková společnost).

Pořadatel hazardních her (sázková společnost) –⁠ právnická osoba poskytující služby na webu.

Klient je fyzická osoba, která v Sázkové společnosti uzavírá sázky na výsledek události. Právnická osoba nemůže být Klientem Sázkové společnosti a účastnit se hazardních her / sázení.

Výsledek je výsledek události, jednotlivé události na řádku sázky nebo událostí, na které byla sázka uzavřena.

Řádek sázky je soubor událostí, možných výsledků těchto událostí, kurzů na možné výsledky těchto událostí a jejich datum a čas, po kterém Sázková společnost přestane přijímat sázky na výsledky těchto událostí nabízených Sázkovou společností k sázení.

Výhry jsou peníze nebo jiný majetek, které mají být vyplaceny a/nebo převedeny Klientovi, jakmile bude znám výsledek hazardní hry, jak je uvedeno v těchto Pravidlech.

Koeficient výhry, koeficient-číslo, které určuje pravděpodobnost, že dojde k výsledku události, vyjádřené v číslech, které se účastní při určování výše výplaty výherní sázky. Maximální koeficient pro kupón je 1000

Zrušení sázky nebo prosázení, vrácení sázky nebo vyhodnocení sázky kurzem 1 je rozhodnutí Sázkové společnosti o stanovení nového kurzu (výherního kurzu) rovnajícího se 1 (jedné) pro dané prosázení v souladu s těmito Pravidly.

Základní hrací doba – doba trvání zápasu podle pravidel dané sportovní události, včetně času přidaného rozhodčím. Do základní hrací doby se nezapočítávají nastavení, prodloužení, penaltové rozstřely atd.

Osobní účet / uživatelský účet / účet je počítačový program, jehož rozhraní je umístěno a/nebo přístupné na internetu na webu Sázkové společnosti a zobrazuje se prostřednictvím programu pro prohlížení webu (prohlížeče), který umožňuje Klientovi seznámit se se sázkami nabízenými Sázkovou společností, uzavírat sázky apod., jak je stanoveno těmito Pravidly. Přístup k Osobnímu účtu se provádí pomocí Přístupových údajů.

Přístupové údaje jsou údaje, které umožňují autentizaci Osobního účtu Klienta. Ve výchozím nastavení jsou přístupovými údaji uživatelské jméno a heslo Klienta. Na žádost Sázkové společnosti lze použít i jiné typy Přístupových údajů.

Klient je uživatelem Osobního účtu.

V sázkovém a herním odvětví se používá řada pojmů a definic. Pokud máte pochybnosti o významu jakéhokoli pojmu:

Zjistěte jeho význam v souvislosti s událostí nebo hrou, na kterou sázíte.

Pokud máte stále pochybnosti o významu některého pojmu, obraťte se na tým podpory Sázkové společnosti.

Neuzavírejte žádné sázky a neúčastněte se hry, dokud plně neporozumíte pravidlům sázení a/nebo hry.

Sázková společnost nenese odpovědnost za Vaše jednání, pokud uzavřete sázku nebo se zúčastníte hry v případech, kdy zcela nerozumíte podmínkám souvisejícím s takovou účastí nebo sázkou.

Na webu Sázkové společnosti se v souvislosti s konkrétními službami může používat pojem Teoretická návratnost Klienta (nebo jeho zkratka). Teoretická návratnost je teoretická hodnota nebo výsledek virtuálních výpočtů, které mají ukázat teoreticky vypočtenou částku sázek v procentech, kterou určitá služba (hra) vrátí Klientovi po určitém počtu kol a/nebo zatočení. Ukazatel teoretické návratnosti je virtuální a nezaručuje, že Klient dosáhne přesně této míry návratnosti sázek. Klient může vyhrát i prohrát, bez ohledu na daný ukazatel Teoretické návratnosti.

Thank you for providing the additional information regarding your account, as well as the emails.

To better understand the situation, could you please clarify the following:

• Do you and your girlfriend use the same bank account to deposit money into this casino? Are both of you listed as owners of the bank account used?
• Is it a joint bank account with shared cards, or does each of you use a card issued in your own name?
• Has it ever happened that you or your girlfriend used the same device to log in to both accounts?

Thank you for your cooperation. I look forward to your reply.

Hello. Yes, my girlfriend and I have one account in my name. I have an app on my mobile and she has a card but it is in my name and the account is one as I said in my name and she uses it with me. I don't remember but it is possible that we used the same device. It is possible but I don't remember but I know that you are a casino. My girlfriend also topped up through the account. That's for sure. She also withdrew a few times. Yes.

Dobrý den. Ano máme s pritelkyni jeden účet vedený na moje jméno já mám v mobilu aplikaci a ona má kartu ale je to vedené na moje jméno a účet to je jeden jak jsem řekl na moje jméno a ona ho používá semnou.nepamatuju jsi ale je to možné že jsme pouzily stejně zařízení možné to je ale nepamatuju jsi ale vím že casino jsi přítelkyně taky nabíjela přes účet to určitě jo i vybírala párkrát to ano

Thank you for your patience and for providing detailed answers to our questions.

After carefully reviewing all the information you shared, we regret to inform you that we are unable to assist further with this complaint.

Based on your own statements, you and your girlfriend both used:

• the same bank account,
• payment cards issued in one name,
• potentially the same device, and
• both deposited and withdrew funds from the casino using this shared payment method.

Most online casinos, including Mostbet, strictly require that:

• each player has only one account, and
• all deposits and withdrawals are made using payment methods registered in the same name as the account holder.

Using a shared bank account and allowing another person to actively use the same payment method for deposits and withdrawals is commonly treated as a multi-accounting or account sharing violation, even if the second account belongs to a partner or family member. These rules exist to prevent fraud, money laundering, and bonus abuse, and casinos enforce them very strictly.

While we understand your argument that one withdrawal was initially processed, a successful payout does not prevent the casino from later reviewing account activity and taking action if rule violations are discovered afterward.

Since the casino’s decision is based on a breach of its Terms and Conditions related to account ownership and payment methods — and since these violations have been confirmed by your own explanation — we do not have sufficient grounds to dispute the casino’s actions.

For these reasons, this complaint will be closed as rejected.

We understand that this outcome is disappointing, especially given the amount involved, but under these circumstances, Casino Guru is unfortunately unable to intervene.

Thank you for your understanding.

Best regards,

Veronika

We’ve reopened this complaint at the request of Michaltarabcak. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Michaltarabcak

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 ([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,

Veronika

Hello there,

Thank you Michaltarabcak 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 blocked and their winnings were confiscated.

Thank you!

Hello, Dear Michaltarabcak and Casino Guru!

Account blocked for violating the rules:

2.6 The customer confirms that they are aware that bets will not be accepted:

from persons who have provided false information about themselves as customers during registration and/or identification;

from persons who have two or more accounts (multiple registrations) on the Bookmaker's website (only one Customer account is allowed).

According to clause 2.8 of the Company's Rules: Each registered Client can have only one account. When registration on the Website, the rule applies for: one family, one address, e-mail address, credit/debit card number or IP address.

2.10 The Bookmaker reserves the right to close the Client's account and/or cancel some or all of the bets made by such Client, and/or impose restrictions on the withdrawal of funds from the Client's account, and/or apply other restrictions at the Bookmaker's discretion, if it is established that:

the bets were placed by a Customer in violation of the prohibitions set forth in clauses 2.6 and 2.8 of these Rules.

Dear Peter, in the complaint itself, the customer does not hide the fact that he uses the same payment account with his girlfriend to deposit and withdraw funds. We hope this information will help you to be sure that we are acting honestly, and we ask you to close the complaint, taking into account the customer's own words.

 Have a nice day!

 Best regards, Mostbet.

Thank you for the update MostBet Casino representative.

Dear Michaltarabcak, as you may know, it is industry standard that each player may open only one account in their own name and fund it solely with their own funds. As you and your partner are using the same account, it is difficult to determine the origins of the funds, and it raises concerns regarding the validity of any of your casino accounts. I would like to ask you if you have a joint account officially, and if so, if you can supply any documentation that can prove that. Otherwise, we won't be able to assist you further in this situation, for which I apologize. Thank you in advance for your clarification!

Subject: Statement on the case and supporting documentation (ID: 256846560)

Hello, Peter,

Thank you for the opportunity to set everything straight. I present the following facts in response to your questions and the claims of Mostbet casino:

Timeline (Key Evidence): My account was frozen on 12/14/2025 immediately after my win. My girlfriend only created her account on January 20, 2026 (5 weeks later). She only did so because the casino had not communicated with me for a month and ignored my emails. So at the time of my win and the freeze, no other account existed and there could not have been a violation of the multi-accounting rules on my part.

Bank account and first payout: I am the sole owner of the bank account at Air Bank, from which I made deposits. My girlfriend has the right of disposal (joint finances) to this account, which is common in a partnership. The most important fact is that on 16. 12. 2025 the casino paid me the first 40,000 CZK to this account without any problems. This confirmed that they recognized my identity and payment method as legitimate.

Identity Verification: I completed a full video call via Zoom, provided all my documents and a selfie. My identity was fully verified and the casino had no objections until the moment it was time to pay out the rest of the winnings (over 500,000 CZK).

Fair Play: I played the slot machines honestly, without any software or cheating. I was just lucky and won a lifetime amount.

I am now sending you all the documents (account statement confirming ownership, screenshots of communication and confirmation of the first payment) by email to the address [email protected] .

I am requesting a fair reassessment of the situation as the casino is now trying to use later events as an excuse to unjustly seize my money.

Best regards,

Michael T***

Předmět: Vyjádření k případu a doložení dokumentace (ID: 256846560)

Dobrý den, Petře,

děkuji za možnost uvést vše na pravou míru. K vašim dotazům a k tvrzení casina Mostbet uvádím následující fakta:

Časová osa (Klíčový důkaz): Můj účet byl zmrazen 14. 12. 2025 ihned po mé výhře. Moje přítelkyně si svůj účet založila až 20. ledna 2026 (tedy o 5 týdnů později). Učinila tak pouze proto, že casino se mnou měsíc nekomunikovalo a ignorovalo mé e-maily. V době mé výhry a blokace tedy žádný jiný účet neexistoval a k porušení pravidel o více účtech (multi-accounting) z mé strany dojít nemohlo.

Bankovní účet a první výplata: Jsem výhradním majitelem bankovního účtu u Air Bank, ze kterého jsem prováděl vklady. Moje přítelkyně má k tomuto účtu disponentské právo (společné finance), což je v partnerském vztahu běžné. Nejdůležitějším faktem je, že 16. 12. 2025 mi casino na tento účet bez problémů vyplatilo prvních 40 000 Kč. Tím potvrdili, že mou identitu i platební metodu uznali za legitimní.

Ověření identity: Absolvoval jsem kompletní videohovor přes Zoom, doložil jsem všechny své doklady a selfie. Moje totožnost byla plně ověřena a casino nemělo žádné námitky až do chvíle, kdy mělo vyplatit zbytek výhry (přes 500 000 Kč).

Poctivá hra: Hrál jsem poctivě na výherních automatech, bez jakéhokoli softwaru nebo podvodu. Měl jsem prostě štěstí a vyhrál životní částku.

Všechny dokumenty (výpis z účtu potvrzující vlastnictví, screenshoty komunikace a potvrzení o první platbě) vám nyní zasílám do e-mailu na adresu [email protected].

Žádám o spravedlivé přehodnocení situace, protože casino se nyní snaží využít pozdější události jako záminku k neoprávněnému zabavení mých peněz.

S pozdravem,

Michal T***

Why doesn't the casino write mostbet I've been waiting long enough for my won money I just keep it !!!!!!!!!!!

Proč nepiše kasino mostbet uz čekám dost dlouho na me vyhrané Peníze jen to udržuji !!!!!!!!!!!

Thank you for the clarification Michaltarabcak. In the future, I recommend that your partner use their own funds and payment method, as you can prevent situations like these by using joint accounts, which, while not prohibited, create difficulties under AML policies.

Dear MostBet Casino representative, could you please confirm the timeline of the events the player has pointed out? If the account has won the disputed funds before the duplicate account was created (with the clarification that the players are using a joint account, which shouldn't be considered a duplicate), then the player should receive all outstanding winnings before the accounts are blocked at your discretion. Thank you in advance for your clarification!

We have sent details to [email protected], we will wait for the Casino Guru team's response.

Best regards, Mostbet.

Hello Petr, what do you not like about casino most bet this time because they still haven't paid me my money? I've never experienced this before, having to beg for my winnings. When you deposit money online, everything is fine, but once I manage to win and have to beg for my money, this is sad.

Dobrý den Petře tak co se casino most bet nelíbí tentokrát protože furt mi nevyplatily peníze toto jsem ještě nezažil abych jse musel prosit o svoji výhru jak člověk vkládá peníze online je vse v pořádku ale jednou jsem mu povede vyhrát a musí jse prosit o svoje peníze toto je smutné

Thank you for providing me with the information MostBet Casino representative. I have responded to your email, and I await your reply!

Dear Michaltarabcak, 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.

Thank you for your patience. We have responded to your email.

Best regards, Mostbet.

"Hello, Peter, I have sent you an email with additional evidence regarding the registration timeline. Please review it." This will make the casino see that you are still working on the case.

"Dobrý den, Petře, poslal jsem vám na e-mail doplňující důkazy k časové ose registrací. Prosím o kontrolu." To donutí kasino vidět, že na případu stále pracujete.

Hello, Peter,

I would like to add one more crucial fact that proves the unseriousness of Mostbet casino. I contacted the licensing authority Antillephone NV (Curacao) directly, under which Mostbet presents itself on its website.

I received an official statement from them that Mostbet is no longer under their supervision and is using their license illegally. Mostbet is therefore deliberately deceiving players and you with a fake license seal.

I am now sending you this proof (screenshot of the email from Antillephone) to your email ( [email protected] ). Please take this into account when evaluating their 'honesty', which they referred to in the discussion. This is an illegal operator who is just trying to avoid paying out 505,000 CZK."

Dobrý den, Petře,

​chtěl bych doplnit ještě jeden zásadní fakt, který dokazuje neserióznost kasina Mostbet. Kontaktoval jsem přímo licenční autoritu Antillephone N.V. (Curacao), pod kterou se Mostbet na svých stránkách prezentuje.

​Obdržel jsem od nich oficiální vyjádření, že Mostbet již není pod jejich dohledem a jejich licenci využívá neoprávněně. Mostbet tedy vědomě klame hráče i vás falešným licenčním pečetidlem.

​Tento důkaz (screenshot e-mailu od Antillephone) vám nyní zasílám na e-mail ([email protected]). Prosím, vezměte to v úvahu při hodnocení jejich 'čestného jednání', na které se v diskuzi odkazovali. Je to nelegální operátor, který se jen snaží vyhnout vyplacení 505 000 Kč."

Dear Michaltarabcak, as far as I am aware, the casino is licensed by the Curacao Gaming Authority, not the Anjouan NV, which are different licenses. You can find the casino in their online register.

Regarding your issue, I have received information that the use of a joint account is not the issue; rather, a duplicate account was created using your credentials rather than by your partner's. I am awaiting evidence of this, and I will keep you updated about any new developments. Thank you for your patience during this time!

Subject: Statement on duplicate account and game progress

"Hello, Peter,

​I want to be completely honest with you and the entire process so that my case can move forward. After a thorough investigation, I have discovered that I did indeed have an older registration with Mostbet in the past. However, I want to strongly emphasize the key facts:

Inactivity at the time of winning: This old account was completely inactive at the time of my playing and winning of 505,000 CZK. The casino has all the logs and they must clearly show that I played, deposited and won exclusively on my current, fully verified account (ID: 256846560).

​No Unfair Advantage: I did not gain any advantage from the existence of the old account. I did not claim any duplicate bonuses or engage in any fraudulent activities. I won the money honestly through luck on the slots from my own deposits. I have lost large sums at this casino in the past and this win was just a matter of luck.

​Casino's failure to prevent: The casino let me make several deposits, I passed video verification via Zoom and they even paid me the first 40,000 CZK. If my old registration was a problem, the system should have stopped me right from the start. I think it's purposeful that the casino only pulls out this rule when I win 500,000 CZK and need this money for my living expenses and housing.

​Peter, please consider my case according to the 'Fair Play' principles that Casino Guru upholds. If I have not harmed the casino in any way, the existence of an inactive historical record should not be a reason to confiscate legitimate winnings. Thank you for your help."

​Předmět: Vyjádření k duplicitnímu účtu a průběhu hry

​„Dobrý den, Petře,

​chci být k vám i k celému procesu naprosto upřímný, aby se můj případ pohnul dál. Po důkladném prověření jsem zjistil, že jsem u Mostbetu skutečně měl v minulosti starší registraci. Chci ale důrazně zdůraznit klíčová fakta:

​Neaktivita v době výhry: Tento starý účet byl v době mého hraní a výhry 505 000 Kč zcela neaktivní. Kasino má k dispozici veškeré logy a musí z nich být jasně patrné, že jsem hrál, vkládal a vyhrál výhradně na svém současném, plně ověřeném účtu (ID: 256846560).

​Žádná neoprávněná výhoda: Z existence starého účtu jsem nezískal žádnou výhodu. Nečerpal jsem žádné duplicitní bonusy ani jsem se nepouštěl do žádných podvodných aktivit. Peníze jsem vyhrál poctivě díky štěstí na automatech ze svých vlastních vkladů. Prohrál jsem u tohoto kasina v minulosti vysoké částky a tato výhra byla jen otázkou štěstí.

​Pochybení kasina v prevenci: Kasino mě nechalo provést několik vkladů, prošel jsem video-verifikací přes Zoom a dokonce mi vyplatili prvních 40 000 Kč. Pokud by moje stará registrace byla problémem, systém mě měl zastavit hned na začátku. Považuji za účelové, že toto pravidlo kasino vytahuje až ve chvíli, kdy vyhraju 500 000 Kč a potřebuji tyto peníze na své životní náklady a bydlení.

​Petře, prosím o posouzení mého případu podle principů 'Fair Play', které Casino Guru zastává. Pokud jsem kasino nijak nepoškodil, neměla by být existence neaktivního historického záznamu důvodem k zabavení legitimní výhry. Děkuji za vaši pomoc."

Dear Michaltarabcak,

By registering on our website, the customer confirms that they have read and agree to our terms and conditions.

And in this case, as we mentioned above, it is:

2.6 The customer confirms that they are aware that bets will not be accepted:

from persons who have two or more accounts (multiple registrations) on the Bookmaker's website (only one Customer account is allowed).

2.10 The Bookmaker reserves the right to close the Client's account and/or cancel some or all of the bets made by such Client, and/or impose restrictions on the withdrawal of funds from the Client's account, and/or apply other restrictions at the Bookmaker's discretion, if it is established that:

the bets were placed by a Customer in violation of the prohibitions set forth in Section 2.6 of these Rules.

Dear Peter, please consider the client’s own words as evidence of the existence of a second account.

Best regards, Mostbet

Dear Michaltarabcak, I genuinely wish to assist you in this matter; however, it is important to note that our policy, which aligns with industry standards, necessitates the closure of accounts in such cases. While I am open to exploring potential compromises, the casino has clearly communicated its reluctance to make any goodwill gesture in your situation. Therefore, we regrettably are forced to reject your complaint due to the violation of our duplicate account policy. Thank you for your understanding.

I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Peter