MostBet Casino - Pelaajan voittoja ei ole vastaanotettu.

Several withdrawals from my Mostbet account were marked as "Completed/Paid" but I never received any funds.

The withdrawals were made via Orange Cash and Vodafone Cash on different dates, including a withdrawal of 10,000 EGP on 17/12.

No transaction IDs from the payment providers were provided, and support stopped responding.

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.

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Dear Hanymohsenfawzy1,

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.

• 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?

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,

Kristina

Hello Hanymohsenfawzy1,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply, Hanymohsenfawzy1. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Hello Casino Guru team,

My last successful withdrawal was on 16.12.2025 at 21:30 via Orange Cash, and it was successfully paid without any issues.

The amount was 2,000, and the same payment method is being used for the current withdrawal.

Kind regards,

Hany M***

Hello Casino Guru team,

Thank you for your message. I would like to clarify the following points:

The total amount of my withdrawal request was 35,000, not 28,500.

So far, only 3,000 has been added to my casino balance, which is not an actual withdrawal and was not transferred to my payment method.

The remaining amount has not been paid yet to my original withdrawal method (Orange Cash).

Therefore, the issue is still unresolved, and I am waiting for the full remaining amount to be transferred properly.

Thank you for your assistance.

Kind regards,

Hany M***

Have you tried contacting the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Hanymohsenfawzy1,

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, Romi (romana.r@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,

Kristina

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the MostBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear MostBet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello, Dear Hanymohsenfawzy1 and Casino Guru!

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

Dear Romi, we would like to clarify that the customer also filed a complaint on another complaint website and reported that the following withdrawals were not received by them:

04.12.25 in the amount of 5000

16.12.25 in the amount of 5,000

17.12.25 in the amount of 3,000

17.12.25 in the amount of 10,000.

In response to the complaint, we provided the customer with screenshots confirming the successful transfers of funds. The customer provided a link to a video recording of the transaction history from the banking app. 

What was discovered during the inspection:

A withdrawal of 5,000 made on December 4, 2025, was returned to the client's gaming account and withdrawn again on January 15, 2026. However, the customer claims that he has not received these funds again.

We ask the customer to check whether this money could have been transferred to any other bank accounts. 

Judging by the receipt, the agent sent the money via the Etisalat SMS system when the customer specified Orange Cash as the receiving bank.

Due to the peculiarities of Egypt, the funds could well have come through the same system from which they were sent - Etisalat.

As for the other transactions, namely:

16.12.25 in the amount of 5,000

17.12.25 in the amount of 3,000

17.12.25 in the amount of 10,000

the information on them is, unfortunately, still being verified. We are waiting for a response from financial experts.

Best regards, Mostbet.

We have sent details to romana.r@casino.guru. We look forward to your response!

Best regards, Mostbet.

Thank you, dear MostBet Casino, for providing the evidence.

Dear user,

As we have received the evidence from the MostBet Casino proving that all the withdrawals were sent from their end, there is only one way you could solve the issue with missing funds, and that is by contacting your bank. It looks like the issue is on their end.

Please let us know your updates.

Respectfully,

Romi

Dear MostBet Casino,

Could you kindly provide the requested information to the player?

Thank you.

Respectfully,

Romi

This currency does not have transaction numbers, so we cannot provide them. We are attaching confirmation of the money transfers. Please check the information by wallet number, date, time, and amount.

Have a nice day! 

Best regards, Mostbet

Dear MostBet Casino,

Please try to evaluate all the information provided by the player and inform us about what will be done next.

Thank you in advance.

Respectfully,

Romi

Good afternoon, Dear Romi and Hanymohsenfawzy1!

In one of our previous replies, we already sent you screenshots confirming the transfers. These screenshots relate to transactions made in December, which is why they are dated accordingly.

Dear Romi, we also sent you the results of our investigation by email. We would like to reassure you once again that all funds, including the payment of 5,000 from 15.01.2026, were successfully credited to the recipient and were not returned.

We understand that the lack of a transaction number is inconvenient. Unfortunately, the technical features of this currency are such that the system does not assign unique identifiers to transfers. We are very sorry that we cannot provide this information. In this regard, we suggest you use your wallet number, as well as the exact date, time, and amount of the transfer for verification purposes.

Sincerely,  

The Mostbet Team

Thank you, dear MostBet Casino, for the update.

We have evaluated all the provided screenshots, and we can see that all the payments were really done.

Dear user,

As we have received all the information needed from the casino that shows all the payments were sent by the casino, unfortunately we have to reject your complaint now.

I hope you will be able to find your missing payments soon. Don't hesitate to let us know if you have any updates for us.

Thank you for your understanding.

Best regards,

Romi