MostBet Casino - Povlačenje igrača je nepravedno obustavljeno.

Hello

I am filing an official complaint against Mostbet Casino for the unjustified suspension and refusal to pay out my winnings of 8,000 PLN. My casino account is fully verified (KYC).

I have previously made Blik deposits and successful withdrawals using Blik methods as well as a withdrawal to a bank account, which proves that my account is working properly.

The current situation is as follows:

I requested a withdrawal of my winnings. The transaction status in the casino dashboard was finally "Paid" and the funds were deducted from my gaming balance. I have no way to cancel this transaction. The money never reached my bank account. I have an official bank statement from the day the transaction was supposedly paid, which clearly confirms that I did not receive any transfer from the casino. After I contacted support, the finance department sent me an email (request number: SR7589971) claiming that my Blik deposit had allegedly not been properly credited. Based on this, the casino only offered to refund the deposit and forfeit the entire winning amount.

I flatly rejected this offer. The casino's claim of a deposit issue is illogical and contradicts their own system, which first accepted the game and then marked the withdrawal as "Paid." I provided the casino with alternative Revolut account details for a manual transfer, but my messages and live chat ultimatums were ignored. I am requesting CasinoGuru's mediators to intervene and assist me in obtaining a full withdrawal of my winnings from Mostbet. I have and attach full documentation (screenshots of status, previous withdrawals, and a bank statement).

Witam

Składam oficjalną skargę na kasyno Mostbet z powodu bezpodstawnego zablokowania i odmowy wypłaty mojej wygranej w kwocie 8000 PLN. Moje konto w kasynie jest w pełni zweryfikowane (KYC).

Wczesniej realizowałem już wpłate Blik oraz udane wypłaty za pomocą metod Blik oraz wypłatę na konto bankowe, co udowadnia, że moje konto działa prawidłowo.

Obecna sytuacja wygląda następująco:

Zleciłem wypłatę wygranej. Transakcja w panelu kasyna otrzymała ostateczny status „Opłacona" (Paid) i środki zostały zdjęte z mojego salda gry. Nie mam możliwości anulowania tej transakcji.Pieniądze nigdy nie trafiły na moje konto bankowe. Posiadam oficjalny wyciąg z banku z dnia rzekomego opłacenia transakcji, który jednoznacznie potwierdza, że nie otrzymałem żadnego przelewu od kasyna.Po moim kontakcie z obsługą, dział finansowy wysłał mi e-mail (numer wniosku: SR7589971), w którym twierdzi, że mój depozyt Blik rzekomo nie został prawidłowo zaksięgowany. Na tej podstawie kasyno zaoferowało mi jedynie zwrot samego depozytu i anulowanie całej wygranej kwoty.

Stanowczo odrzuciłem tę propozycję. Twierdzenie kasyna o problemie z depozytem jest nielogiczne i sprzeczne z ich własnym systemem, który najpierw zaakceptował grę, a potem oznaczył wypłatę wygranej jako „Opłacona".Podałem kasynu alternatywne dane mojego konta Revolut do realizacji manualnego przelewu, jednak moje wiadomości oraz ultimatum na czacie na żywo zostały zignorowane. Proszę mediatorów CasinoGuru o interwencję i pomoc w wyegzekwowaniu od Mostbet wypłaty pełnej kwoty mojej wygranej. Posiadam i załączam pełną dokumentację (screeny statusu, poprzednich wypłat oraz wyciąg bankowy).

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.

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide a bank statement that covers the entire relevant period? You can send it to me at attila.g@casino.guru.
• Have your previous successful withdrawals been made using the same payment method?
• Is the casino claiming that your deposit has not been credited to your casino account?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I sent an email with statements from two bank accounts and screenshots of messages from mostbet to the provided email address.

Because I'm not sure if I fully understand the second question.

And when it comes to withdrawals, I only ordered 3 withdrawals.

1. Blik successful
2. Blik failed (we are in dispute about this payment)
3. Successful bank account

Przeslałem na podany adres e-mail wiadomość z wyciągami z dwóch kont bankowych oraz screenami z wiadomościami od mostbet

Ponieważ nie wiem czy do końca rozumiem drugie pytanie

A jeśli chodzi o wypłaty to zlecalem tylko 3 wypłaty

1. Blik udana
2. Blik nieudana (o tę wypłatę toczymy spór)
3. Na konto bankowe udana

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, Stefan (stefan.m@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,

Attila

Dear Nazwa,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from MostBet Casino to join this conversation and assist in addressing the complaint.

Dear MostBet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello, Dear Nazwa and Casino Guru!

We always strive to understand the situation and help our customers. 

We have carefully checked the information. The withdrawal amount was returned to the customer's gaming account on 16.06.2026.

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

Thank you for your loyalty!

Yours, Mostbet.

Hello

I recommend withdrawing money to your bank account twice, 4000 each, and when I have the money in my account, the problem will be solved.

Witam

Zalecam wypłaty na konto bankowe 2 razy po 4000 kiedy pieniądze będę miał na koncie problem będzie rozwiązany

Thank you Casino Guru

Thank you Mostbet

I'm closing the case

Dziękuję Casino Guru

Dziękuję Mostbet

Zamykam sprawe

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

Dear Nazwa,

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,

Stefan