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I would like to report the transactions related to my account number (*********) on the Mostbet website. I withdrew 700 Egyptian pounds on December 27, 2025, and it was processed in my account on the site as 'successful', but as of December 29, no electronic winnings have reached my wallet (Vodafone Cash).

I provided a video of my phone during the login process, clearly showing the complete transaction history in my Vodafone Cash wallet from the date of withdrawal until now, which proves receipt of the funds. However, the website insists on ignoring this evidence and requires a genuine verification: "an official letter from the website, hand-stamped by the branch manager of the telecommunications company."

I assure you that this request is impossible to fulfill in Egypt, where companies only issue automated printed account statements. This website is using lasers to delay the process despite the video providing irrefutable digital evidence. My assistants are helping me find the website, reviewing their payment information, and leading the submission teams.

Thank you for your cooperation and attention.

​أود تقديم المعاملات الخاصة بحسابي رقم (*********) في موقع Mostbet. لقد قمت بسحب مبلغ 700 جنيه مصري بتاريخ 27 ديسمبر 2025، وتمت السيطرة عليها في حسابي بالموقع إنها 'ناجحة'، ولكن حتى تاريخ 29 ديسمبر لم تصل أي أرباح إلكترونية إلى محفظتي (Vodafone Cash).

لقد قمت بتزويد تسجيل الدخول بـ قسم فيديو لهاتفي يظهر بوضوح تاريخ المعاملات بالكامل في محفظة فودافون كاش من تاريخ السحب وحتى الآن، وهو ما يثبت الاستلام للمبلغ. ومع ذلك، يصر الموقع على تجاهل هذا الدليل ويشترط وجود تعريف حقيقي وهو "خطاب رسمي للموقع ومختوم يدوياً من مدير فرع شركة الاتصالات".

​أؤكد لكم أن هذا الطلب غير ممكن تنفيذه في مصر، حيث تكتفي الشركات بإصدار بيانات الحساب المطبوعة آلياً فقط. يستخدم هذا الموقع الليزر للماطلة رغم وجود الفيديو كدليل رقمي لا يقبل التشكيك. مساعد مساعدي في البحث عن الموقع على مراجعة الدفع الخاص بهم والقيادة في الفرق المقدمة.

​شاكر لكم حسن تعاونكم واهتمامكم."

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.

Dear Marwan2007,

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.

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 share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@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.

Best regards,

Attila G.

A. Attila, thank you for your help.

Regarding your questions, no, I haven't made any successful withdrawals before. This is my first time. I will attach screenshots of the deposit process to my account. I also sent you proof that support is asking for the impossible to delay the withdrawal process, and it has been more than three days. This is the third day since the withdrawal, and it hasn't arrived yet. Every time, they ask for something complicated.

ا أتيلا شكرأ لمساعدتك

بخصوص اسئلتك لا لم اقم باي عمليه سحب ناجحه من قبل هذه اول مره اسحب فيها سأقوم بارفاق لقطات من عمليه السكب في حسابي وقمت بارسال لكم دليل بان الدعم يطلب المستحيل لكي يماطل عمليه السحب ومر عليها اكثر وهذا هو اليوم الثالث للسحب ولم يصل كل مره يطلبون امر معقد

Dear Marwan2007, thank you for your response. Could you please confirm whether you have reached out to your payment provider in relation to this issue?

Additionally, could you please share your bank statement covering the relevant period?

You can reach me via email at attila.g@casino.guru, or you can attach screenshots here.

Thank you in advance for your reply.

I have sent the video as additional proof and transaction log photos to your official email address. attila.g@casino.guru This is due to a technical problem that prevents video files from being uploaded directly here on the site.

لقد قمت بإرسال الفيديو كدليل إثبات إضافي وصور سجل المعاملات إلى بريدكم الإلكتروني الرسمي (attila.g@casino.guru)، وذلك لوجود مشكلة تقنية تمنع رفع ملفات الفيديو مباشرة هنا على الموقع.

Dear Marwan2007,

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, Lala (jean.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,

Attila G.

Thank you, Attila, for your kind cooperation.

شكرا لك اتيلا علي حسن تعاونك

Hello Marwan2007,

My name is Lala and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MostBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lala

Hello, Dear Marwan2007 and Casino Guru!

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

We are already looking into the situation. We previously provided the customer with proof of the transfer of funds, after which we received a video statement from them. Our finance department is conducting a thorough investigation, and we hope to get back to you with news on this matter soon.

We appreciate your patience.

Have a nice day! 

Best regards, Mostbet.

Dear Mostbet,

Thank you for the update. We appreciate that your finance team is reviewing the case.

Please keep us informed of any progress, and let us know if you require anything further from the player. We look forward to your next update so we can help bring this case to a prompt resolution.

Thank you for waiting.

The finance team requests a video from the customer showing them logging into their account and scrolling through their transaction history from the time of the payment request to the present, using the English interface, and asking the customer to show the wallet number in the app they are viewing.

You can send the video to sermsu­ppo­rt@­mos­tbe­t.com

Have a nice day! 

Best regards, Mostbet

I have sent it. Please resolve the issue.

لقد. قمت بارساله ارجو حل المشكله

"I am now officially presenting two comprehensive videos in English to resolve this dispute:

Video (A) - Transaction Confirmation: Recorded on December 27, it shows the specific transaction receipt, the exact time, and the unique "Transaction ID" that proves the funds were successfully sent.

Video (B) - Full Week Log (December 27 to January 3): This video provides a complete transaction log for the week immediately following the deposit. It proves that no refunds or returns of funds occurred to my account.

Regarding the request for a 'live history log' (up to date):

Please note that the 'Ana Vodafone' app has technical limitations that prevent the display of transaction history for more than 7 to 14 days. This is a limitation of the telecom company's system and not a user-related issue. However, the videos provided cover the most crucial period (the first 7 days after the transfer). The absence of any refunds during this period is conclusive proof that the agent received and retained the funds.

I demand that the finance department immediately review the 'Transaction ID' provided to their authorized agent. My evidence is genuine, verifiable, and proves that the amount of 700 Egyptian pounds was successfully deducted from my account.

"أنا أقدم الآن بشكل رسمي مقطعي فيديو شاملين باللغة الإنجليزية لحل هذا النزاع:

​فيديو (أ) - تأكيد المعاملة: تم تسجيله يوم 27 ديسمبر، ويظهر إيصال المعاملة المحدد، والوقت الضبط، و"رقم العملية" (Transaction ID) الفريد الذي يثبت أن الأموال أُرسلت بنجاح.

​فيديو (ب) - سجل أسبوع كامل (27 ديسمبر إلى 3 يناير): يوفر هذا الفيديو سجل المعاملات الكامل للأسبوع التالي للإيداع مباشرة. وهو يثبت عدم حدوث أي عملية 'استرداد' (Refund) أو رجوع للأموال لحسابي.

​بخصوص طلب 'سجل التاريخ المباشر' (لحد النهاردة):

يرجى العلم أن تطبيق 'أنا فودافون' لديه قيود تقنية تمنع عرض سجل المعاملات لأكثر من 7 إلى 14 يومًا. هذا قيد في نظام شركة الاتصالات نفسها وليس من طرف المستخدم. ومع ذلك، الفيديوهات المقدمة تغطي الفترة الأكثر أهمية (أول 7 أيام بعد التحويل). إن عدم وجود أي استرداد مالي خلال هذه الفترة هو دليل قاطع على أن الوكيل استلم الأموال واحتفظ بها.

​أطالب القسم المالي بمراجعة 'رقم العملية' (Transaction ID) المقدم مع الوكيل المعتمد لديهم فوراً. أدلتي حقيقية، وقابلة للتحقق، وتثبت أن مبلغ الـ 700 جنيه مصري قد خُصم بنجاح من حسابي."

Dear Marwan2007,

Thank you for your cooperation.

Dear Mostbet,

The player has already provided the requested video evidence, transaction history in English, and wallet details. Please have your finance team review the materials and update us on the status of the withdrawal. Let us know if anything further is required so we can continue working toward a resolution.

Please resolve this issue as soon as possible.

We apologize for the lengthy proceedings.

We have carefully checked the information. The withdrawal amount was returned to the customer's gaming account on January 28, 2026.

Dear Marwan2007, please confirm that the complaint has been resolved.

Thank you for your loyalty!

Yours, Mostbet.

Dear Mostbet,

Thank you for the update.

To ensure transparency, we kindly ask the player to confirm whether the refunded amount has indeed appeared in their gaming account as stated.

Dear Marwan2007,

I understand you have been waiting a long time for this issue to be resolved, and we truly appreciate your patience throughout the process. Could you please check your Mostbet account and confirm whether the 700 EGP has been returned as the casino stated?

Your confirmation will allow us to move forward and close the case properly.

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

Dear Marwan2007,

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,

Lala