MostBet Casino - El jugador afirma que el pago se ha retrasado.

I am reaching out regarding a withdrawal transaction I made on December 19th. Since then, I have been consistently following up, only to receive an email stating that the withdrawal was successful and advising me to check with my bank.

However, I would like to highlight that this was a wallet transfer, and it is the sender’s obligation to provide a clear confirmation of the transfer, including the wallet details from which the transfer was initiated, along with the transaction reference number. The SMS message I received only included the amount and my wallet ID but lacked any transaction reference number or the sender’s wallet details, which makes it impossible for me to effectively verify the transaction with my bank.

As per your instructions, I have already provided the following:

1. A bank statement covering the relevant period (attached).

2. A screen recording showing me accessing my wallet and transaction history (attached).

3. A video recording of my call with the bank, highlighting their feedback (link attached). Despite providing all the requested evidence, I received a generic response stating that the withdrawal was made, after which communication from your side ceased.

I kindly request your assistance in resolving this matter. Please note that most of the communication with my bank was conducted in Arabic. If necessary, please involve the relevant person to help address this issue.

I have pasted below the initial email and all relevant documentation for your reference. Your prompt attention and support on this matter would be greatly appreciated.

MY Account ID: 1193****

Withdrawal on Etisalat cashAmount 6000

Date and time : 19/12/24 3:02 am 

To my wallet number : 01275****

Despite the transaction being marked as successful, no funds have been credited to my account. But in this case I am the one expecting the transfer and you are the one who claims doing the transfer successfully, so you must provide me evidence I will not request the hat you have requested from me in the deposit issue but all I’ll request is (The Etisalat transfer Number and Tranwaction Refrence Number) since I am the receiver then I must have at least these two info to check with my bank as proclivity advised by them that they can’t investigate without this data 

So please I urgently request:

- Etisalat Wallet number the money was transferred from 

- The transaction reference

As well explained Without this information, I am unable to follow up with my bank.

I expect a prompt resolution and clear communication on this matter.

Thank you.

Dear sheriftoukhy,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

After one email that we investigating I kept following up till I got this final reply on live chat twice

After the responsible team reviewed your case, they still confirm that the withdrawal was successfully sent to

your wallet, sir.

and this is the final reply on I hit on email

Last thing I raised the issue because they told me case closed

Sorry last thing I wanted to highlight that how I was treated when I made my first deposit and how I was treated when I made the withdrawal as seen in the email o sent time

can I know why it’s pending since they confirmed scamming me and you are rating safe index Very High and they are scammers

Dear sheriftoukhy,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Not yet sir I showed you there final reply and the photoshopped proof of transfer with no information

Thank you sheriftoukhy for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Branislav

Why all that time for the casino that has (SAFETY INDEX:VERY HIGH) wow take all this time to reply ??

and please if proof that they are scamming then you must not lower there very high Safty index as others will get scammed because of you (casino.guru)

Wow I bet they are ignoring you to (casino guru) same as what they didn’t with me and you are ranking them (SAFETY INDEX:VERY HIGH) !!!

I can also bet since all is gambling 🙂 that they got ranked very safety index here through scamming the site and giving incentive for players like bonus or free spins to rank them high , as there is no way the ranking is legit !!

They will ignore you

Hello, sheriftoukhy,

I am sorry to hear about your unpleasant experience and apologize for the delay. Unfortunately, there was a mistake, and the timer was probably switched to the casino without me inviting the casino representative to the thread. Therefore, the system extended the timer automatically and my previous post was added here by our system (I removed it), and I noticed this recently. However, from now on, I will assist you with the matter, and I am sorry for the inconvenience caused.

I will contact the casino and try my best to resolve the issue as soon as possible. So, I will provide them with the standard time for a response (2x7 days), with the first timer shorter, and officially invite the casino representative to the thread.

However, since I noticed your evidence is not up-to-date, and they were created quite a short time after the withdrawal in question should have been processed on the casino's side, please be prepared that they will need similar data, but more up-to-date.

Thank you for your patience and understanding.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear MostBet Casino team,

Could you please explain the player's situation in more detail? What happened and can you please prove the withdrawal was processed successfully?

What would the casino need from the player as proof he has not received his funds?

Can you provide the player with the transaction details he requested above ("The Etisalat transfer Number"/"Etisalat Wallet Number" and "Transaction Reference Number") so he can contact his payment method provider to investigate it?

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

I am all prepared Branislav it’s enough the the attached fake proof of transfer they provided without the number that made the transfer nor the transaction reference number totally scam and if your request any more data please confirm and I’ll provide immediately

Alright, sheriftoukhy. That is great. However, we have to wait for the casino representative regarding the details and what they need to investigate the matter on their side. Unfortunately, we cannot move anywhere without their response and cooperation.

Thank you for your patience and understanding.

I totally understand and really appreciate your usually support but they will not reply and we will see it’s a pure scam and incase they don’t reply you must lower their Safty index to the minimum as I new this site and started to play on it because of you !

Thanks

Hello, Dear sheriftoukhy and Casino Guru!

We're sorry you had a negative impression. We always strive to deal with every situation.

This is a non-standard situation, we requested information from the responsible department and received a reply that a PDF bank statement with a bank stamp was requested from the player. Unfortunately, the previously received statement does not contain the required bank stamp.

Please send us the requested bank statement from the date of withdrawal until today in PDF format with bank stamp to sermsupport@mostbet.com so that we can forward the file to the responsible department for further verification. 

Have a nice day!

Best regards, Mostbet.

Sir, this is a wallet, not an account, and I am sure you are aware of the differences. Thankfully, this wallet has a statement generation feature that sends statements directly to my email. I have already forwarded the email to you and also attached the statement in the main discussion. Additionally, I included a detailed video showing me accessing my wallet and transaction history.

Lastly, I provided what I believe to be the most unusual request: calling the bank, putting the call on speaker, and recording the conversation to confirm that nothing was received.

As I mentioned from the beginning, the bank requires the wallet number from which the transfer was initiated, along with the transaction reference number. However, all I received was a generic SMS confirmation that appears to be a standard template.

I hope this clarifies the situation.

Dear Branislav,

Over the past few weeks the process has been significantly delayed. To recap:

• The first two weeks passed without an initial reply.
• In the third week, I was informed that there was a mistake and the request wasn’t transferred to the casino.
• In the fourth week, I received the first response from the casino.

Since then the casino reply and my subsequent response have been waiting for your approval. As of now, it’s been six days and the post is still not approved.

I understand that delays happen but I am relying heavily on your support to move this forward.

Thank you in advance for your understanding and assistance.

Greetings all,

Thank you for your replies.

Dear sheriftoukhy,

I think all involved parties (so also the casino) should see your posts even if they are not approved.

Dear Mostbet,

Any news or updates regarding the player's unsuccessful withdrawal after he provided the last documents?

Were the documents already reviewed? What is the status of the investigation and the withdrawal itself?

Thank you. Looking forward to hearing from you.

Dear Branislav

I really wanted to thank you and tell you that issue resolved but unfortunately it looks like they only accept deposits and no withdrawal

as I found the 6000 back I my casino account so before telling issue resolved I tried to withdrawal 4000 using Vodafone cash but unfortunately the same issue the transaction was approved and processed and noting reflected in my wallet so I would appreciate if you can help me as I can’t go with the same process and provide all what I had on my last withdrawal so all I need of the wallet number they claim they made the transfer from and transaction reference number and both should me In the confirmation message

Dear Mostbet,

can you please explain what’s going on ! As thanks you found that I was right and you owned me the 6000 and thankfully you credit them in the account instead of depositing them in my wallet , but when I tried to withdrawal a smaller amount 4000 I faced the same issue !!! So your site accepts only deposits and never process withdrawals !?

appreciate your prompt support

Hello, Dear sheriftoukhy and Casino Guru!

We are always interested in understanding the situation and helping you. In our system the withdrawal of funds in the amount of 4000 is with the successful status. 

If the funds have not been credited to your account, please send a PDF bank statement from the date of withdrawal until today so that we can pass your request for verification. 

Please send the file to sermsupport@mostbet.com, include your game account ID in the subject line, or by contacting our online support chat on the website.

Have a nice day!

Best regards, Mostbet.

Dear mostbet ,

I have went through that for weeks with my last withdraw so can uoublkrase provide me this time with the sms confirmation message including the wallet number the transfer was made from and the transaction reference number

as I can start by screen shot that screen recording than video recording then I get told it was sent and go F your self so if you really want to help whoever made the transfer is the one who should share the proof otherwise this is a scam !!! And when the issue is resolved the money should be in my wallet not back in my account !!

That’s all I need as this is wallet that doesn’t got any statements

can share another email where I can cc you just to see your team reply after I share the pdf document

lets see…

Finally I don’t want my money back in the casino account ! But I want the withdrawal to be successful and the money to credited to my wallet please

Dear Mostbet Team,

As requested, I sent my complaint to sermsupport@mostbet.comâ€"first on February 6th and then a follow-up on February 9th. However, I have yet to receive any response, not even a confirmation that my complaint was received and is being processed.

I would really appreciate your support in resolving this matter. Additionally, I strongly suggest reviewing your customer service processes, as my experience so far has been extremely disappointing. If you have a Quality Assurance department, this issue should be addressed immediately. If not, I highly recommend establishing one, as the level of support I have encountered has been unprofessional and, at times, outright disrespectful.

Looking forward to your prompt response please 🙏

NB: Please don’t wait until the complaint status is Pending Casino to Reply and then only respond on the last day of the 7-day window. A timely response would be much appreciated please 🙏

Dear Branislav,

Could you please help me by updating my posts by approving them and changing the complaint status from Waiting for Casino Guru to Reply to Waiting for Casino to Reply , As you’ve noticed they tend to take advantage of every minute in the countdown which has also been evident in their previous responses.

Also since you confirmed that they can see my posts immediately upon submission even before your approval I believe it would be fair to reflect this in the status update.

I appreciate your usual support.

Thanks and have a great day 🙂

Dear Mostbet,

I sent complain on the 6th , 9th and today 11th of February and till not a single reply

your support is highly needed as I raised the complaint to share email by you

Thank you for the updates, sheriftoukhy. I am sorry for the delay. It is not a live chat, and this is far from the only open complaint I am assigned to.

Thank you for your patience and understanding.

Dear Mostbet Team,

Can you please review the complainant's current issue with a pending/approved withdrawal of EGP4,000, and provide us with an update?

Thank you.

Dear MOSTBET

I used the email you gave me here to make the complaint and sent 4 reminders without a single reply what down that mean !? Is a scamming online casino or casino with unprofessional nor quality control !? I really don’t understand the way issue are handled at your end as I have never ever encountered an online casino like you

I hope you hot power Internally can ask your friends to at least reply Infornt of casino guru to look professional!!

Dear Mostbet

this is my fifth email to the email you gave me to raise my complain but not a single reply !!

Very weird as this is the email you gave me as if my issue I was going to be resolved once I send them my complaint !! Really professional and well organized online casino "Scammers"

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.

Dear Branislav

I just wanted to highlight that o raised my complaint to the exact email provided by mostbet sermsupport@mostbet.com

ans since then I have raised my complaint to them along with 5 reminders without a single response not even providing a ticket number nothing zero feedback

thanks

Greetings all,

I am extending the timer once again for the casino, contacting the relevant contacts outside the thread.

Waiting for the casino's response and updates.

Thank you for your patience and understanding.

Hello, Dear sheriftoukhy and Casino Guru!

Rest assured, we are always interested in handling any situation and helping you. Unfortunately, sometimes the check takes longer than we would like. We do our best. Thank you for the data provided, during this time we sent it for verification, received a reply that the withdrawal was successfully done on 31.01.2025, then requested a second verification, as according to you, the funds have not yet arrived to your account. We will get back to you as soon as we get an update. 

Have a nice day!

Best regards, Mostbet.

Ok thanks but please note that I don’t receive a single reply on the complaint I raised to the email you’ve provided !

Thank you both for your replies and updates.

Dear Mostbet Team,

Feel free to inform us about any progress or updates regarding the issue.

Since the disputed amount of the complaint was set up to EGP6,000, it would be great if you could update us on the whole amount - what is the status of the withdrawal of EGP4,000 and the remaining amount of EGP2,000.

Thank you. Looking forward to hearing from you.

Hello, Dear sheriftoukhy and Casino Guru!

Thank you for waiting. We received a screenshot of the confirmation of the funds transfer. Your funds have been sent from our side. If the payment has not been received, please contact your bank. 

Have a nice day!

Best regards, Mostbet.

Dear Mostbet

I have already provided a screen recording of my wallet activity and transaction history, clearly showing the transaction in question. However similar to my previous withdrawal the confirmation SMS you shared is invalid. While you have also provided the standard SMS notification, it lacks critical details.

It is essential that the confirmation SMS includes the following information:

1. The wallet number from which the transfer was made.

2. The transaction date and time.

3. The transaction ID (this is the most critical detail, as it is required to file a claim with my wallet operator).

4. The transferred amount.

5. The applicable fees.

Upon comparison, the SMS confirmation provided by your vendor does not contain these necessary details, making it impossible for me to raise a formal complaint with my wallet operator.

Please confirm if you can provide a valid confirmation message containing all the required details. Your prompt response would be highly appreciates

Dear Mostebet ten

I am extremely frustrated with how my complaint is being handled. This is exactly the same way I was scammed previously receiving a fake SMS containing only my wallet number, the transferred amount, and the date. I have repeatedly stated that the bank will not process my complaint without the wallet number of the sender and the transaction ID. Without these details, it is impossible for them to investigate or take any action.

I also fail to understand why your system accepts SMS confirmations that lack critical mandatory information, such as the sender wallet number and transaction ID.

Additionally, there are two major discrepancies in the details you have provided:

1. Incorrect Fees " The stated 1 EGP fee does not apply since the transfer is not between the same mobile network operator.

2. Time Discrepancy " The SMS you sent indicates that I received 4,000 EGP 35 minutes before I even made the withdrawal request, which is completely illogical.

Given these clear inconsistencies, this is a complete waste of time. Any reasonable person can see how fabricated this SMS is. If this transaction is legitimate, why is your team refusing to provide a screenshot from the app showing the actual transfer details along with all relevant information?

I expect a prompt resolution and a proper response addressing these concerns instead of generic replies that do not acknowledge the actual issue.

Looking forward to your immediate action.

Hello, Dear sheriftoukhy and Casino Guru!

We sent a request for additional verification and received a response that the number at the beginning of the SMS is your recipient wallet number. As you wrote earlier, this is a standard SMS notification of payment, there are no other confirmation messages from our agent. 

The time difference between the withdrawal request and the data on the screenshot may occur due to time zone differences. According to data from our system, no commission was applied, the amount of 4000 was credited. 

We have also sent additional information about the payment to branislav.b@casino.guru. We hope this will help resolve the complaint.

At the same time we ask sheriftoukhy, please send us a new PDF statement from the time of your withdrawal request until today so that we can investigate further. Please send the file to sermsupport@mostbet.com, include your game account ID in the subject line.

Have a nice day!

Best regards, Mostbet.

This is not the standard sms sir as the information that are missing are mandatory and as requested j have exported all my transaction history for my wallet and it was sent as pdf to my email and I have shared it with your team I hope they will see it as they have never replied !!

Hello, Dear sheriftoukhy and Casino Guru!

Thank you for providing the data. As a result of a thorough check we have received information that the money has been returned to your game balance. Your situation is non standart, thank you for your understanding. We are doing our best to help you. We recommend you to retry withdrawal via another payment method. 

Have a nice day!

Best regards, Mostbet.

Greetings all,

Thank you both for your replies and updates.

Dear sheriftoukhy,

Can you please confirm that your funds have already been credited back to your casino account balance?

If so - considering the fact that it is not the best option to withdraw via the payment method in question used before, can you please try to withdraw your winnings via another available payment method and provide us with an update?

Thank you.

Dear sheriftoukhy,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, we will need the requested information.

Thank you very much, MostBet Casino Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru