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Forgotten Withdrawals – Separate Complaint Against MostBet

Dear Casino Guru Team,

I would like to submit a new complaint regarding a separate issue that was unintentionally left out of my previous complaint against MostBet.

Previously, Casino Guru helped me with my complaint concerning 8 missing withdrawals totaling 17,345 EGP. During that case, MostBet repeatedly demanded an official stamped document from my mobile wallet provider proving that the money had not been received.

After extensive communication with the wallet provider, it became clear that such a document simply does not exist and cannot be issued. Despite that, MostBet continued insisting on requesting it instead of conducting a proper payment trace.

Eventually, MostBet resolved that complaint by returning the disputed funds to my gaming balance without me ever providing that document, proving that the requested document was never actually necessary to resolve the case.

Unfortunately, I have now discovered another separate case that was unintentionally forgotten during the previous complaint.

The unresolved withdrawals are:

1. 657 EGP

- Transaction ID: 138714492

- Date: 16 May 2026 – 03:00

2. 555 EGP

- Transaction ID: 138818530

- Date: 17 May 2026 – 17:05

3. 399 EGP

- Transaction ID: 138921324

- Date: 19 May 2026 – 02:05

Total amount: 1,611 EGP

Inside my MostBet account, all three withdrawals are marked as Paid, yet I never received any of these funds.

When I contacted MostBet regarding these withdrawals, I was once again asked to provide the same non-existent document from my wallet provider, despite the previous complaint already proving that this requirement is impossible to fulfill.

More than two months have now passed without any resolution.

I respectfully ask Casino Guru to investigate this forgotten case and assist me in obtaining either:

- successful payment of these withdrawals, or

- the return of the funds to my MostBet account.

Thank you for your continued support.

A. Z.

Player ID: 276733388

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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 contacted the casino customer support regarding the additional missing transactions that you have discovered just now?
• When was the last time the casino communicated with you regarding the status of the missing payments? Please forward me all the relevant communication between you and the casino customer support regarding the missing withdrawals at veronika.f@casino.guru.
• Are you able to provide any evidence that you have not received the payments in question?

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 Veronika,

Thank you for your response.

Please find below my answers:

1. Yes, I have contacted MostBet Customer Support many times regarding these withdrawals. They initially requested account statements and additional evidence. I fully cooperated and provided everything they requested, including complete PDF account statements and a video proving that the withdrawals never reached my wallet.

2. After reviewing my case, I would like to clarify that the withdrawal of 657 EGP is no longer part of this complaint because MostBet later informed me that this amount had already been returned to my gaming balance.

Therefore, the remaining disputed withdrawals are:

- 399 EGP

- 555 EGP

Total: 954 EGP

3. The Financial Department has not requested any further documents after receiving my statements and video. According to Customer Support, my case is simply "under review." However, despite the fact that all requested evidence has already been submitted, no final decision has been issued and no explanation has been provided for the continued delay.

4. I will forward all relevant e-mail correspondence and customer support conversations to your e-mail address shortly.

5. Yes, I am able to provide evidence that I never received these withdrawals. I have complete account statements from my wallet provider covering the relevant period, as well as a video proving that the transactions never reached my wallet.

I sincerely appreciate your assistance and hope this remaining matter can be resolved as fairly as the previous complaint.

Kind regards,

A. Z.

Gaming ID: [hidden by Casino Guru]

Dear Veronika,

I would like to provide another important update regarding my complaint.

Today, I contacted MostBet support again. For the first time, a support representative explained what had happened internally.

He informed me that the previous investigations related to my reopened requests had already been closed by the Financial Department with exactly the same conclusion as before: according to them, the withdrawals had been successfully processed.

However, after I submitted my official PDF account statement, another representative opened a new financial investigation, which is currently under review once again.

What concerns me the most is that this is exactly the same pattern that occurred in my previous complaint concerning 17,345 EGP, which Casino Guru is already aware of.

Despite providing:

Official PDF account statements,

Video recordings clearly proving that the disputed funds never reached my wallet,

All requested documents,

the Financial Department has completely ignored the video evidence once again and returned to requesting the same banking document that delayed my previous complaint for months.

Eventually, that previous complaint was resolved in my favor without requiring that document at all.

This demonstrates that the requested document was never actually necessary to resolve the dispute.

Another issue deeply concerns me.

Every time MostBet claims that the funds were transferred successfully, I am required to provide evidence proving that I did not receive them.

However, when I request evidence from MostBet proving that they actually initiated a payment investigation, they refuse to provide:

any Payment Investigation Reference,

any RRN,

any ARN,

any payment trace reference,

or even an official complaint number with their payment provider.

In other words, every statement made by the casino requires proof from me, while the casino itself provides no verifiable proof for its own claims.

As the sending party, MostBet should be able to demonstrate that it has initiated a formal investigation with its payment provider if it genuinely believes the transfers were completed successfully.

Instead, the burden of proof is repeatedly placed entirely on the player, while the sender provides no equivalent evidence whatsoever.

This repeated behavior raises serious concerns regarding the transparency and fairness of their dispute resolution process.

I respectfully ask Casino Guru to consider this recurring pattern carefully.

I also kindly request that MostBet be invited into this complaint as soon as possible.

Based on my previous experience, unnecessary delays have become a recurring pattern, and I am genuinely concerned that the same approach is being repeated again.

I hope Casino Guru can help prevent further delays and ensure that the casino finally provides objective evidence instead of repeating the same requests that have already proven unnecessary in the previous case.

Thank you very much for your continued support.

Kind regards,

A. Z.

Player ID: [hidden by Casino Guru]

Dear Veronika,

I would like to share another important update and also express my growing concern regarding the progress of this complaint.

Unfortunately, my experience with MostBet support has become extremely frustrating.

The live support chat has now been closed on me multiple times while I was simply trying to follow up on my complaint. Instead of receiving answers, I am repeatedly returned to the beginning of the conversation, making meaningful communication nearly impossible.

What concerns me even more is my previous experience with Casino Guru.

During my previous complaint against MostBet, my case remained open here for approximately one month, yet the casino was never invited to participate in the complaint.

In the end, that dispute was resolved only because I escalated it through another independent dispute resolution platform, where MostBet finally returned 17,345 EGP to my gaming balance.

I sincerely hope that the same situation will not happen again.

At this stage, I respectfully ask Casino Guru to invite the casino to participate in this complaint as soon as possible, because every additional day of delay only benefits the casino while the player continues waiting without any meaningful progress.

I have fully cooperated, submitted every requested document, provided official PDF account statements, and even video evidence.

Despite all this, MostBet continues repeating the same requests while ignoring key evidence and refusing to provide any payment investigation reference from the sender's side.

I still have confidence in Casino Guru and sincerely hope that this complaint will move forward more quickly than my previous experience.

Thank you very much for your time and assistance.

Kind regards,

A. Z.

Player ID: [hidden by Casino Guru]

Dear Kapo

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 Kapo,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite MostBet Casino representative to join this conversation.

Dear MostBet Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Hello, Dear Kapo and Casino Guru!

We're always interested in getting to the bottom of a situation. 

We have carefully checked the information.  

1) The withdrawal amount 555 was returned to the client's game account 24.07.2026.

2) The withdrawal of 399 EGP was successfully processed, and this transaction appears on the customer's statement dated May 19, 2026.

Dear Kapo, please confirm that the complaint has been resolved.

Have a nice day!

Best regards, Mostbet

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kapo,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka