MostBet Casino - Depozit igrača je odložen.

My ID : 6454744

On 01.08.2026 at 00:38, I deposited 295 AZN from my M10 wallet to the bank card provided by Mostbet.

I have already submitted all the necessary evidence, including the bank statement, transaction receipt, the bank card number provided by Mostbet, a screen recording of the payment, and I have also contacted my bank (screen recording with bank operator I shared in email to mostbet). The bank has confirmed that the transaction was successful.

Despite this, your support team keeps telling me that the funds have not been received, without providing any evidence to support this claim.

This situation seriously damages Mostbet's reputation. I am a VIP customer, and if this is how I am treated despite my loyalty and numerous deposits, I can only imagine how other customers are treated.

I expect this matter to be investigated properly and my 295 AZN deposit to be credited to my account without any further delay.

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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.

• Have you made any successful deposits into this casino before?

Could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

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

Thank you for your prompt response and professional approach.

I have sent you an email with the subject starting with ID 6454744.

Unfortunately, the Mostbet website does not provide a deposit history; it only shows withdrawals. However, the fact that I am a VIP customer clearly indicates that I have deposited a significant amount of money on this website.

This issue has occurred several times before. I did not pursue those cases aggressively, and they were eventually forgotten.

Based on my experience, I believe there may be a problem involving both the payment provider and the finance department. I hope your investigation will identify the root cause and help resolve this issue fairly.

Dear ID6454744

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, Mirka (miroslava.d@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,

Veronika

Dear ID6454744,

My name is Mirka, and I will be assisting you in solving this case.

Can you please clarify, who is the owner of the payment method, you used for the deposit to this casino?

Hello, I sent you email.

Dear ID6454744,

Unfortunately, since you confirmed, you used a payment method, that is not under your own name to deposit into the casino, we are unable to provide you support in this case. This is generally against Terms and Conditions in online casinos, as well as against our Fair Gambling Codex.

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations. If you plan to use a bank account of which you share ownership with someone else (i.e. a joint account), you should always check if this is allowed with the casino before you do so.

Please understand this rule has been breached. I would like to recommend you to use only payment method that is provably yours to avoid issues with this or other online casinos in the future.

Due to the aforementioned reason, we will now proceed to reject this complaint. 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.

Best regards,

Mirka