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If anything seems suspicious, contact us directly.

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Dear Ceslavas,

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

«The support agent Timur officially stated that they "do not provide such information" regarding the RRN code. This is a clear refusal to cooperate and a violation of financial transparency. Mostbet is hiding payment details while the funds are missing for 8 days.»

Mostbet support is officially refusing to answer questions about date discrepancies (June 4 in the history versus June 9 in the chat). This confirms that they provided false information to the client and the arbitration team. They demand a PDF statement, but fail to provide the RRN transaction code, which is mandatory in such cases.

Поддержка Mostbet официально уходит от ответа на вопрос о расхождении дат (04.06 в истории против 09.06 в чате). Это подтверждает факт предоставления ложной информации клиенту и арбитражу. Требуют PDF-выписку, при этом не предоставляя обязательный в таких случаях RRN код транзакции

Update as of June 16: Today, I contacted Mostbet support via their official Telegram bot, as requested by the operator. I provided a full bank statement in PDF format for the period from June 4 to June 15, confirming that the 2,200 PLN was not credited. My request has been officially accepted and forwarded to the finance department (account ID 235083196). Currently, the bookmaker continues to withhold funds without providing the RRN code, despite having my statement. I am awaiting a response from the finance department.

Обновление информации от 16.06:Сегодня связался с поддержкой Mostbet через их официальный Telegram-бот, как того потребовал оператор.Предоставил полную банковскую выписку в формате PDF за период с 04.06 по 15.06, подтверждающую отсутствие зачисления 2200 PLN.Обращение официально принято и передано в финансовый отдел (ID аккаунта 235083196).На данный момент букмекер продолжает удерживать средства, не предоставляя RRN-код, несмотря на наличие у них моей выписки. Жду ответа от финотдела

On June 16 at 10:16 AM, I submitted a full package of documents to the official Mostbet Telegram bot as requested by the finance department: a PDF statement from VeloBank for the period from June 4 to June 15 and official confirmation of my request to the bank to trace the transaction. Support confirmed receipt. I'm waiting for the RRN code or a refund of 2,200 PLN to my balance.

16.06 в 10:16 предоставил в официальный Telegram-бот Mostbet полный пакет документов по запросу финансового отдела: PDF-выписку из VeloBank за период с 04.06 по 15.06 и официальное подтверждение моего обращения в банк для розыска транзакции. Поддержка получение подтвердила. Жду предоставления RRN-кода или возврата 2200 PLN на баланс

Update as of June 17 (11:15 AM). The first morning banking session at VeloBank has ended, with no deposits. More than 25 hours have passed since the official PDF response from the bank and the latest statement were sent to Mostbet's finance department. The bookmaker has not provided any counterclaims or RRN codes, and the PLN 2,200 balance is being withheld. I request that the Azov Arbitration Court take this into account when the timer expires.

Обновление на 17.06 (11:15). Первая утренняя банковская сессия в VeloBank завершилась, зачислений нет. Прошло более 25 часов с момента передачи финансовому отделу Mostbet официального PDF-ответа из банка и свежей выписки. Никаких встречных требований или RRN-кода БК не предоставила, деньги в размере 2200 PLN удерживаются. Прошу арбитраж Азова учесть это при истечении таймера

Update from June 17 (3:30 PM). I requested a specific status of my document verification from Mostbet technical support. The response was another dry, boilerplate script: "There's no solution yet, specialists are working on it." The bookmaker has been ignoring official bank statements for over 29 hours. I request that the arbitration court record the bookmaker's deliberate delays.

Обновление от 17.06 (15:30). Потребовал от техподдержки Mostbet конкретный статус проверки моих документов. В ответ — очередной сухой шаблонный скрипт "решения пока нет, специалисты занимаются". БК игнорирует официальные выписки из банка более 29 часов. Прошу арбитраж зафиксировать умышленное затягивание времени со стороны букмекера

Telegram support continues to respond with standard templates and doesn't provide any specific details (RRN code or receipt). The funds still haven't arrived in my account.

I ask the arbitrator to take into account that the casino is delaying the process and to make a decision after the timer expires if the funds are not credited.

Поддержка в Telegram продолжает отвечать стандартными шаблонами и не предоставляет конкретных данных (RRN-кода или чека). Деньги на счет так и не поступили.

Прошу арбитра учесть, что со стороны казино идет затягивание процесса, и вынести решение по истечении таймера, если средства не будут зачислены.

Elixir's daily session at VeloBank has ended, and there have been no deposits for PLN 2,200. The official statement was provided over 50 hours ago. I consider the transaction to be irrevocably cancelled by the bookmaker's gateway. I demand that the transaction be declared invalid, that the delays be stopped, and that the funds be returned to my MostBet gaming balance.

Дневная сессия Elixir в VeloBank завершилась, зачислений на сумму 2200 PLN нет. Официальная выписка предоставлена более 50 часов назад. Считаю транзакцию со стороны шлюза БК окончательно сорванной. Требую признать операцию несостоявшейся, прекратить затягивание времени и вернуть деньги на мой игровой баланс в MostBet.

Dear Ceslavas,

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.

Hello, Karla! No, I still haven't received the funds. More than 50 hours have passed since I sent the official PDF statement from VeloBank to MostBet's financial department. The funds haven't been returned to my casino balance either. The bookmaker is completely ignoring my requests and refusing to provide the RRN transaction code to track the bank's payment, sending only boilerplate "please wait" responses. I request the website administration to request official confirmation of the funds transfer (RRN/ARN code) from MostBet representatives or to declare the transaction invalid and return 2,200 PLN to my gaming balance.

Здравствуйте, Karla! Нет, средства я так и не получил. С момента отправки официальной PDF-выписки из VeloBank в финансовый отдел MostBet прошло уже более 50 часов. На баланс казино деньги также не вернулись. Букмекер полностью игнорирует мои запросы и отказывается предоставить RRN-код транзакции для розыска платежа банком, присылая лишь шаблонные ответы «ожидайте». Прошу администрацию сайта запросить у представителей MostBet официальное подтверждение отправки средств (RRN/ARN код) или признать операцию несостоявшейся с возвратом 2200 PLN на мой игровой баланс

Hello, Karla.

I'd like to inform you that the situation hasn't changed. The funds still haven't arrived in my bank account or been returned to my game balance.

It's been about 165 hours since I received the official PDF statement from VeloBank. Despite this, I haven't received any confirmation of the payment (RRN/ARN) or information about its current status.

Please request MostBet to confirm the transfer of funds again, indicating the RRN/ARN code, or to declare the payment unsuccessful and return PLN 2,200 to my gaming balance.

Thanks for your help

Здравствуйте, Karla.

Хочу сообщить, что ситуация не изменилась. Средства по-прежнему не поступили на мой банковский счет и не были возвращены на игровой баланс.

С момента предоставления официальной PDF-выписки из VeloBank прошло уже около 165 часов. Несмотря на это, я не получил ни подтверждения отправки платежа (RRN/ARN), ни информации о его текущем статусе.

Прошу повторно запросить у MostBet подтверждение перевода средств с указанием RRN/ARN-кода либо признать выплату несостоявшейся и вернуть 2200 PLN на мой игровой баланс.

Спасибо за помощь

On June 23, 2026, I received a letter regarding request SR7605555, in which Mostbet informed me that sending funds to the previously specified details was impossible due to restrictions of the bank or payment system and suggested providing other details.

This letter raises questions because for several weeks I have been informed that the payment is being processed or that the funds have been sent and asked to wait for the result.

Moreover, on June 16, 2026, I provided a bank statement confirming the absence of receipt of funds.

To date, the company has not provided any proof of the actual payment (receipt, transaction ID, or other document), despite my repeated requests.

If sending to the specified details was not possible, please clarify on what basis it was previously stated that the payment was in progress or was sent from 06/04/26 to the present day.

I also remind you that I have repeatedly asked to either provide proof of payment or return the funds to my gaming account.

At the moment, none of these requirements have been met, and I have not received the funds in the amount of 2200 zł.

I'm also attaching a screenshot from my Mostbet account. Despite receiving an email stating that funds could not be sent to the specified account details, the withdrawal request still has the "Paid" status.

23.06.2026 я получил письмо по обращению SR7605555, в котором Mostbet сообщает, что отправка средств на ранее указанные реквизиты невозможна из-за ограничений банка или платёжной системы и предлагает предоставить другие реквизиты.

Данное письмо вызывает вопросы, поскольку на протяжении нескольких недель мне сообщалось, что выплата находится в обработке или что средства были отправлены, а также запрашивалось ожидание результата.

При этом 16.06.2026 я предоставил банковскую выписку, подтверждающую отсутствие поступления средств.

На сегодняшний день компания так и не предоставила никаких подтверждений фактической отправки платежа (квитанцию, идентификатор транзакции либо иной документ), несмотря на мои неоднократные запросы.

Если отправка на указанные реквизиты была невозможна, прошу разъяснить, на каком основании ранее утверждалось, что выплата находится в процессе либо была отправлена с 04.06.26 по сегодняшний день .

Также напоминаю, что неоднократно просил либо предоставить подтверждение отправки платежа, либо вернуть средства на игровой счёт.

На данный момент ни одно из этих требований не выполнено, а средства в размере 2200 zł мной не получены.

Дополнительно прикладываю скриншот из личного кабинета Mostbet. Несмотря на полученное письмо о невозможности отправки средств на указанные реквизиты, заявка на вывод средств до сих пор имеет статус «Оплачено».

Dear Ceslavas, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Yesterday (June 23, 2026), I received an official letter from the financial department stating that withdrawal of funds to the previously provided details is not possible due to reasons on the part of the bank/payment system.

I was asked to provide new payment details.

On the same day at 11:00 AM I submitted new payment details through customer support.

At this time, I have not received confirmation that the new details have been processed or information about the payment deadline.

I believe that the casino continues to delay the payment process, since the payment status is still shown as "Paid", although I have not actually received the funds.

Instead of resolving the issue, I am being sent template responses again.

Вчера, (23.06.26), я получил официальное письмо от финансового отдела о том, что вывод средств на ранее предоставленные реквизиты невозможен по причинам со стороны банка/платёжной системы.

Мне было предложено предоставить новые реквизиты для выплаты.

В тот же день в 11:00 я передал новые платёжные реквизиты через службу поддержки.

На данный момент подтверждения обработки новых реквизитов и информации о сроках выплаты я не получил.

Считаю, что казино продолжает затягивать процесс выплаты, поскольку статус выплаты по-прежнему отображается как «Оплачено», хотя фактически денежные средства мной не получены.

Вместо решения вопроса мне повторно направляются шаблонные ответы.

Hello, Carla.

Thank you for your reply.

I answer your questions:

Previously, all withdrawals were successful:

KYC verification is fully completed.

The winnings were received without using bonuses.

I played at the casino:

I sent you screenshots of the correspondence by email. karla.m@casino.guru

Thank you in advance for your help, and have a nice day.

Здравствуйте, Карла.

Спасибо за ваш ответ.

Отвечаю на ваши вопросы:

Ранее все выводы средств были успешные:

Верификация KYC полностью пройдена.

Выигрыш был получен без использования бонусов.

Я играл в казино:

Скриншоты переписки отправил вам на почту karla.m@casino.guru

За ранне благодарю за помощь,и хорошего дня.

Dear Ceslavas,

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, Munya,( munya.s@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,

Karla Mayfly

Dear Ceslavas,

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 this matter?

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

MostBet Casino

Thank you for your response and proactive approach. I am looking forward to a positive solution soon.

Ceslavas

Kindly take note of the communication from the casino and act as advised. Kindly provide an update once you complete the verification.

Since it is not possible to attach a PDF file, I am sending a screenshot of the bank account statement from which my gaming account was replenished.

It was also to this bank account that funds were withdrawn on June 4 through the BLIK system using a phone number.

If a PDF file is required for verification, please let me know how I can provide it (email, secure upload form, or other method).

I also ask you to answer my previous question:

On what basis did you indicate bank account No. 66 1020 5242 0000 2002 0622 1438 if it does not belong to me?

Поскольку возможность прикрепить PDF-файл отсутствует, направляю скриншот выписки с банковского счета, с которого осуществлялись пополнения моего игрового счета.

Также именно на этот банковский счет был произведен вывод средств 4 июня через систему BLIK по номеру телефона.

Если для проверки необходим именно PDF-файл, пожалуйста, сообщите, каким способом я могу его предоставить (электронная почта, защищенная форма загрузки или другой способ).

Также прошу ответить на мой предыдущий вопрос:

на каком основании вы указали банковский счет № 66 1020 5242 0000 2002 0622 1438, если он мне не принадлежит?

MostBet Casino

Could I kindly request your response to the player's submissions?

Dear Ceslavas,

As part of our review, we need further clarification regarding the withdrawal made via the BLIK system on June 4.

Please contact your bank or payment provider and request one of the following confirmations:

– official confirmation that the specified IBAN is not linked to your bank account (or does not appear in your banking history), or

– an official response from your bank confirming all accounts/payment instruments used for transactions associated with your phone number on June 4,

– or a written statement from your bank or service provider stating that they are unable to identify the specified IBAN as belonging to you.

MostBet Casino

Thank you for taking time to review the matter. I look forward to your continued cooperation and assistance until the matter is finalized.

Ceslavas

Kindly take note of the communication from the casino and act as advised. I will be grateful to receive an update from you.

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

Dear Ceslavas,

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,

Munya