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Title: Missing PLN 8,936 - Blik installment issue - Fraudulent support behavior - Mostbet

Description of the complaint (PL):

I'm seeking assistance with a missing PLN 8,936 from Mostbet Casino. Since March 27, 2026, I've been struggling to receive a full payout from three PLN 10,000 orders (PLN 30,000 total).

The withdrawals were processed via the Blik system in numerous small installments. I meticulously summarized every single transaction that flowed into both of my bank accounts. The total amount of all transfers received was PLN 21,064. Exactly PLN 8,936 is missing.

The casino claims to have paid out the entire amount, but their support is acting dishonestly:

My report number SR00378511 was suddenly deleted or changed.

My live chat is regularly disabled, making it impossible to contact me.

Support manipulates the amounts by providing data inconsistent with my order history (e.g. claiming that they sent 2x PLN 5,000, while I ordered 3x PLN 10,000).

I have provided full PDF statements confirming my calculations. I am requesting your intervention and forcing the casino to release the missing funds.

English Version (EN):

I am requesting assistance regarding a missing PLN 8,936 from Mostbet Casino. Since March 27, 2026, I have been disputing the balance of three withdrawals for 10,000 PLN each (30,000 PLN total).

The payments were processed via Blik in multiple small installments. I have meticulously calculated every single transaction that reached my two bank accounts. The total sum received is PLN 21,064. Exactly PLN 8,936 is missing.

The casino claims the full amount was paid, but their support is acting fraudulently:

My original complaint ID SR00378511 was suddenly deleted or changed.

Live chat is repeatedly disabled for me, blocking any communication.

Support is manipulating transaction data, providing figures that contradict my withdrawal history (eg, claiming they sent 2x PLN 5,000 when I requested 3x PLN 10,000).

I have submitted full PDF bank statements proving my calculations. I request mediation to recover the remaining funds.

What to do now?

Paste this on CasinoGuru.

As evidence, please attach:

Screenshots from Mostbet history (those 3x 10k).

Those bank statements (PDF) you tallied up.

Tytuł: Missing 8,936 PLN - Blik installment issue - Fraudulent support behavior - Mostbet

Opis skargi (PL):

Zwracam się o pomoc w sprawie brakujących 8 936 PLN od kasyna Mostbet. Od 27 marca 2026 r. walczę o pełną wypłatę z trzech zleceń po 10 000 PLN (łącznie 30 000 PLN).

Wypłaty były realizowane systemem Blik w wielu małych transzach. Dokonałem bardzo skrupulatnego podsumowania każdej pojedynczej transakcji, która wpłynęła na moje oba konta bankowe. Łączna suma wszystkich otrzymanych przelewów to 21 064 PLN. Brakuje dokładnie 8 936 PLN.

Kasyno twierdzi, że wypłaciło całość, ale ich support zachowuje się nieuczciwie:

Mój numer zgłoszenia SR00378511 został nagle usunięty lub zmieniony.

Czat na żywo jest mi regularnie wyłączany, co uniemożliwia kontakt.

Support manipuluje kwotami, podając dane niezgodne z moją historią zleceń (np. twierdząc, że wysłali 2x 5000 PLN, podczas gdy ja zlecałem 3x 10 000 PLN).

Dostarczyłem pełne wyciągi PDF, które potwierdzają moje wyliczenia. Proszę o interwencję i zmuszenie kasyna do przekazania brakujących środków.

English Version (EN):

I am requesting assistance regarding a missing 8,936 PLN from Mostbet Casino. Since March 27, 2026, I have been disputing the balance of three withdrawals for 10,000 PLN each (30,000 PLN total).

The payments were processed via Blik in multiple small installments. I have meticulously calculated every single transaction that reached my two bank accounts. The total sum received is 21,064 PLN. Exactly 8,936 PLN is missing.

The casino claims the full amount was paid, but their support is acting fraudulently:

My original complaint ID SR00378511 was suddenly deleted or changed.

Live chat is repeatedly disabled for me, blocking any communication.

Support is manipulating transaction data, providing figures that contradict my withdrawal history (e.g., claiming they sent 2x 5,000 PLN when I requested 3x 10,000 PLN).

I have submitted full PDF bank statements proving my calculations. I request mediation to recover the remaining funds.

Co teraz zrób?

Wklej to na CasinoGuru.

Jako dowody dołącz:

Screeny z historii Mostbet (te 3x 10k).

Te wyciągi z banku (PDF), które podliczałeś.

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 your complaint. I’m sorry to hear about your negative experience with MostBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you successfully received payouts from this online casino before the incident?
• Could you please share with me your communication with the casino regarding the missing amount? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello, there have been a few bizarre situations for me in recent days. First, they gave me a bonus of PLN 520 and then claimed it was a refund. Yesterday they publicly lied to everyone by commenting on my opinion on the website that the funds were sent back to my account yesterday. However, I still don't see any change in the account balance. I have several screenshots to prove it. And so they paid me an amount of around PLN 21,000. The rest is stuck, I don't know what happened. I don't have the strength to fight them anymore. Here are a few screenshots that show my truth.

Witam Było kilka kurozjalnych dla mnie sytuacji ostatnimi dniami po pierwsze przyznali mi jakiś bonus 520 zł po czym twierdzili że to zwrot środków, wczoraj publicznie okłamali wszystkich komentując moja opinie na stronie że środki zostały z dniem wczorajszym odesłane na konto chodź do tej pory nie widzę żeby stan konta się zmienił posiadam kilka screenów żeby to udowodnić, oraz tak wypłacili mi sumę w okolicach 21000 reszta utknęła nie wiem co się stało nie mam siły już z nimi wojować si kilka screenów które przedstawia moja prawdę

When I requested specific data from the system logs (the date and time of the alleged refund from a month ago), consultant Adrian wordlessly disconnected the call and transferred me to the evaluation bot (see screenshot from 9:40 AM). This confirms that the operator has no confirmation of the PLN 8,930 refund and is using evasive tactics to avoid admitting to lying.

Gdy zażądałem konkretnych danych z logów systemowych (daty i godziny rzekomego zwrotu sprzed miesiąca), konsultant Adrian bez słowa rozłączył rozmowę i przełączył mnie na bota oceniającego (patrz screen z 09:40). To potwierdza, że operator nie posiada żadnego potwierdzenia zwrotu 8930 PLN i stosuje uniki, aby nie przyznać się do kłamstwa

The operator just officially admitted in chat (10:09) that they're monitoring my posts here and intend to respond here. This confirms that only public pressure is forcing them to act. Since support previously admitted to providing me with "false information" about the refund, I expect their official response here to include hard proof of the transfer (transaction ID), not further evasion.

Operator właśnie oficjalnie przyznał na czacie (10:09), że obserwuje moje wpisy tutaj i to tutaj zamierza udzielić odpowiedzi. To potwierdza, że tylko publiczna presja zmusza ich do działania. Skoro support przyznał wcześniej, że podawał mi 'nieprawdziwe informacje' o zwrocie, oczekuję, że ich oficjalna odpowiedź tutaj będzie zawierała twardy dowód przelewu (ID transakcji), a nie kolejne uniki.

I'm attaching final proof that the operator has received all the required documents. The screenshot from my inbox clearly shows that the messages with the video recordings (MP4) and bank statements (PDF) were delivered and received by the finance department (FinClaims) today (April 30).

Despite clear confirmation that the evidence has been provided, the operator's support team continues to send me automated responses requesting the same documents. This is clearly a stalling tactic and an attempt to ignore the hard video evidence confirming the lack of payment of PLN 8,936. I request immediate intervention from the mediator, as the operator already has all the evidence, yet is avoiding a substantive resolution of the matter.

załączeniu przesyłam ostateczny dowód na to, że operator otrzymał komplet wymaganych dokumentów. Na zrzucie ekranu z mojej skrzynki pocztowej wyraźnie widać, że wiadomości z nagraniami wideo (MP4) oraz wyciągami bankowymi (PDF) zostały dostarczone i odebrane przez dział finansowy (finclaims) w dniu dzisiejszym (30.04).

Mimo jednoznacznego potwierdzenia dostarczenia dowodów, support operatora nadal wysyła mi automatyczne odpowiedzi z prośbą o te same dokumenty. Jest to ewidentna gra na zwłokę i próba zignorowania twardych dowodów wideo, które potwierdzają brak wpłaty 8 936 PLN. Proszę mediatora o natychmiastową interwencję, ponieważ operator dysponuje już wszystkimi dowodami, a mimo to unika merytorycznego rozwiązania sprawy."

I am contacting you regarding my ongoing issue with the casino. Despite providing all the requested documents multiple times, the support continues to ask for the same information. Attached, you will find the documents I have sent them once again. I am requesting your mediation to resolve this situation, as the casino is clearly stalling the process.

They ask for the same documents again and again, on average every 24 hours...

Po raz kolejny proszą o te same dokumenty, średnio co 24h...

Dear Yyyyttd,

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, Kubo (jakub.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,

Tomas

Dear Yyyyttd,

I hope this message finds you well. My name is Kubo, and I will be assisting you with your complaint moving forward.

If there have been any updates or developments since your last communication, please feel free to share them with me at your earliest convenience.

As part of our standard procedure, I would like to invite a representative from MostBet Casino to join our conversation. Their involvement will help facilitate a smoother and more efficient resolution to your case.

Dear MostBet Casino,

I kindly request that you provide detailed information regarding the player’s issue. Specifically, I would appreciate clarification on the reasons for the delay in processing the player's withdrawal, as well as details concerning the missing funds in the player's account.

Thank you in advance for your cooperation and prompt attention to this matter.

Best regards,

Kubo

Hello, I would like to inform you that the complaint has brought results, they paid another PLN 5,000 but there is still PLN 3,936 missing, another delaying game and I received information that this is the end and my request has already been considered but not entirely, thank you and best regards.

Witam chciałbym poinformować że skarga przyniosła rezultaty wypłacili kolejne 5000 zł lecz dalej brakuje 3936zł kolejna gra na zwłokę oraz dostałem informację że na tym kończą i moja prośba została już rozpatrzona lecz nie do końca dziękuję i pozdrawiam.

Mostbet

As the above-mentioned email shows, all information is included, what amounts were transferred to my account, everything is correct, as described, 5,000 in exactly the same installments, but this is not the whole amount, I am still trying not to withdraw all the money, I am avoiding the casino, as you can see they know well what amounts and what transactions were transferred to my account and they are well aware that these are not all the funds that should be paid to me, thank you, best regards.

Mostbet

Jak przedstawia wyżej wymieniony email wszystkie informacje są zawarte jakie kwoty przyszły mi na moje konto wszystko się zgadza tak jak opisane 5000 dokładnie w takich samych ratach ale to nie jest cała suma, kasyno dalej próbuję nie wypłacić wszystkich pieniędzy unikać jak widać dobrze wiedzą jakie kwoty i jakie transakcje przyszły mi na konto jakie wykonali i dobrze są świadomi tego że to nie są wszystkie środki jakie powinny zostać mi wypłacone dziękuję pozdrawiam.

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.

Hello, Dear Yyyyttd and Casino Guru!

We're sorry you had a negative impression. 

We always strive to improve the experience of our users and interested in getting to the bottom of a situation. 

We have already conducted a thorough review, and regarding the remaining amount in dispute, we have requested alternative bank details from the client for the transfer of funds that are not associated with Revolut.

We will keep you updated on any new developments.

Thank you for your patience and understanding.

Best regards, Mostbet.

Dear Casino Guru, unfortunately, the customer did not provide the requested information in their reply to our team.

To resolve this issue, we need other details that are not related to Revolut (a Blik or Polish bank account number + full name).

Dear Yyyyttd, please provide this information in writing here. We will forward it to the finance department.

Besides, this is one big lie, they recently paid me by Blik as the payment was ordered and it arrived at BGŻ without any problems, so I don't understand how it worked then and now it's not supposed to work.

Poza tym to jest jedno wielkie kłamstwo wypłacili mi ostatnio blikiem tak jak była zlecana wypłata i doszła mi bez problemu wtedy na BGŻ więc nie rozumiem jak wtedy działało teraz ma nie działać.

The information in the screenshot is illegible. Please send us your Blik account number or Polish bank account number, along with your full name, via text message here.

Dear MostBet Casino,

Could you please confirm whether the information provided by the player in his last post is now sufficient for you to proceed with the refund?

Thank you for your cooperation.

We have forwarded the information provided by the client to the finance department and are awaiting their response. Thank you for your patience and understanding.

You know perfectly well what amount was sent to me and how much is still missing. You are constantly stalling, but we are waiting for the response from your finance department. And looking at your approach so far, this will surely lead to more problematic document requests, which – as usual – I will have to send multiple times. These are just cheap tactics. We will see, time will tell. I will continue to document everything here, just as I have done up until now."

Dear MostBet Casino,

Two weeks have already passed since you requested the player’s payment information, which the player subsequently provided. However, there has been any further update since then.

Could you please inform us about the current status of the matter and provide an estimated timeframe for its resolution?

Thank you.

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.

Hello, Dear Kubo!

We have received a reply from the finance department regarding your request: "The withdrawal was successfully confirmed by the Betting Company 30.03.2026 18:20 2535 PLN, 30.03.2026 18:20 3438 PLN, 03.06.2026 18:20 405 PLN, 03.06.2026 18:25 1606 PLN, 03.06.2026 18:25 410 PLN, 03.06.2026 18:40 450 PLN, 03.06.2026 18:30 1156 PLN. To find out information about the lack of funds on the client's details, the client needs to contact the bank. If the bank cannot find the funds for this period, the client must provide:

• a screenshot of the bank's official response based on the results of the code verification
• a bank statement from the day the funds were withdrawn to today in PDF format."

Please send all data to sermsupport@mostbet.com. 

Have a nice day!

Best regards, Mostbet.

Dear Yyyyttd,

The casino has informed us that all of the withdrawals in question were successfully processed on their end.

Could you please confirm whether you have already contacted your bank regarding these transactions and provided the requested information to the casino?

Thank you.

Dear Yyyyttd,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru