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Dear thehappiest0812,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards

Petra

Hello.

Thanks for the answer.

1. I've been playing at this casino for about three years. I've had successful withdrawals before. There have been occasional small delays, but never such long ones (17 days or more).

2. I completed KYC verification immediately after registering my account. My account is fully verified, and this hasn't caused any problems with withdrawals before.

3. The winnings were received without using bonuses.

I would also like to point out that my bank confirmed that there was not even an attempt at a transfer – the transaction did not arrive and is not being processed.

At the same time, the casino indicates the payment status as "paid", which does not correspond to the actual situation.

I would be grateful for your help in resolving this issue.

Здравствуйте.

Спасибо за ответ.

1. Я играю в этом казино около 3 лет. Ранее у меня уже были успешные выводы средств. Иногда возникали небольшие задержки, но таких длительных сроков (17 дней и более) никогда не было.

2. Верификацию (KYC) я прошла сразу после регистрации аккаунта. Мой аккаунт полностью подтверждён, и ранее это не вызывало никаких проблем при выводе средств.

3. Выигрыш был получен без использования бонусов.

Дополнительно хочу отметить, что мой банк подтвердил отсутствие даже попытки перевода — транзакция не поступала и не находится в обработке.

При этом в казино статус выплаты указан как «оплачено», что не соответствует фактической ситуации.

Буду благодарна за помощь в решении данного вопроса.

Thank you for your reply and for providing the previous details, thehappiest0812.

• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Could you please update us on the current status of your withdrawal request? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you again for your cooperation.

Hello, thank you for your response.

I would like to clarify my situation:

On March 1st, I requested a withdrawal of 150,000 KZT.

As of today, 23 days have already passed, and I still have not received my funds.

It is important to note that around 10 days later, I made another deposit, played, won, and requested a withdrawal of 80,000 KZT — this amount was processed and paid out within 30 minutes.

This clearly shows that:

— the issue is not on my side

— the payment system is working properly

— the delay concerns only the first withdrawal

For withdrawals, I always use the same method — Visa card transfer, and I have never used any other withdrawal method.

Currently, customer support either does not respond at all or provides only template replies without any real resolution.

I would also like to point out that according to the casino’s terms, additional verification procedures apply to large amounts.

My withdrawal of 150,000 KZT does not fall under such conditions, therefore such a long delay is unjustified.

I consider this behavior unprofessional, as:

— the withdrawal timeframe has been violated

— no clear information is provided

— the casino is not fulfilling its obligations to the client

If the casino has any technical or financial issues with processing payments, this should not affect the client.

I kindly ask for your assistance in resolving this issue and helping to speed up the payment process.

Thank you.

Dear thehappiest0812,

Thank you for your reply and for providing the previous details.

Could you please provide any additional communication you have had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots directly in the thread.

Once I have these supporting documents, I will forward your case to my dedicated colleague.

Thank you again for your cooperation.

Hello,

Thank you for your message.

I will provide all the necessary screenshots and supporting materials via email shortly.

Best regards.

Dear thehappiest0812

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 Barbora (barbora.p@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,

Petra

Dear player,

My name is Barbora, 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?

Thank you in advance.

Thank you for your response. I confirm that I do not object and fully support inviting the MostBet representative to join this discussion and clarify the situation.

However, I would like to emphasize that my withdrawal request for 150,000 KZT was submitted on March 1st. Since then, I have been receiving the same repeated responses every day, but the issue remains unresolved.

I believe that the processing time has already exceeded all reasonable limits. Even if there are internal or technical issues, this should not affect the customer, especially for such an extended period of time.

Please provide clear information regarding the current status of my withdrawal and specify the exact timeframe for completion.

I am expecting a prompt resolution of this matter.

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

Dear thehappiest0812,

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,

Barbora