Complaint #314 Mostbet Casino

Closure of my gaming account with my money for no reason

By Paulo11

11 months ago

I am writing to file a complaint regarding the unexpected closure of my gaming account (ID: 237456830). On May 30, I was contacted by the casino's security team requesting ID documents for verification. I promptly provided the requested documents and was scheduled for a video verification call.

After the call, I was informed that I would receive a follow-up via email. However, since then, I have been unable to access my account, which still had a balance of $33. I have not received any further communication or clarification regarding the closure.

I have always followed the casino’s rules and terms of use. I kindly request that my account be reviewed and reopened, or at the very least, that I receive an explanation and the remaining balance be returned to me.
Thank you for your attention to this

Disputed Casino Mostbet Casino

Reason Account closure

Amount $33

Discussion

AskGamblers

• Support Team

10 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Paulo11

10 months ago

The issues has been resolved now and I have withdrawal my balance. Thanks to askgamblers support team

Mostbet Casino

• Representative

10 months ago

Hello, Dear Paulo11 and AskGamblers Team!

We apologize, there was an error and the wrong answer was given above.

The client's account has been unfrozen and is in active status.

Dear Paulo11, please confirm that the complaint has been resolved.

Have a nice day!
Best regards, Mostbet.

AskGamblers

• Support Team

10 months ago

Dear Mostbet Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Mostbet Casino Complaint Stats

Resolved 141 / 147

Avg. Amount $1,466

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

COMPLAINT REFERRED BY AGCCS PARTNER Freakspin (106)

Mostbet Casino Complaints

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Money that did not arrive

Name: < username removed >

ID Mostbet 133797205

On May 26, 2026, at 11:08 PM, I submitted a withdrawal request for 500.00 Egyptian pounds. I waited for the funds to arrive in my Vodafone Cash wallet for about an hour until I fell asleep. I woke up around 5:00 AM on May 27, approximately five hours after submitting the request. It was Eid al-Adha, and I woke up to prepare for the Eid prayer. I checked my Vodafone Cash wallet account on my phone and discovered that the funds hadn't arrived. I then opened the Mostbet app and checked my withdrawal history, only to find that the status showed the withdrawal as "Payment Completed." I contacted customer support and informed them that my withdrawal request hadn't been received. I also sent emails to the finance and technical support departments, explaining the problem and attaching a video recording of my transaction history from my payment app to prove that the money hadn't reached my Vodafone Cash wallet. Unfortunately, I received no response.

About 24 hours after my withdrawal request, which hadn't been processed, I contacted the Mostbet support team again via chat. As soon as they responded, I found they were aware of my problem and asked me to create a video of my Vodafone Cash transaction log from the time of my withdrawal request until I contacted them. The video should show all transactions with their dates and times. I did indeed record a video of my Vodafone Cash transaction log, showing all transactions with their dates and times at the beginning and my Vodafone Cash wallet name and account number at the end. Since then, I haven't received a response and the funds haven't been transferred.

Attached are screenshots of my messages with the operator, both via chat with their support team and email. Each message includes a video recording of my Vodafone Cash transaction history, which is a statement of my account proving that I did not receive the funds and that the money did not reach my Vodafone Cash wallet.

I recommend the operator review the sender and send the withdrawal amount to my wallet number as soon as possible because I haven't received the money. Thank you.

93h left

ج.م.‏500

Number verification for withdrawal

I have been emailing their Support email address for help regarding verifying my phone number and as of today they saying my number is attached but I am still unable to withdraw funds they keep saying that verify my number and all that and if I click on verify I receive nothing no sms no verification call nothing I have contacted both the Telegram (English Support Bot) and their Online Chat and all say they can do nothing and that I must email their English Support.

I have tried 3 different phone numbers trying to get verified but no Pass Code is sent, two of those numbers are from Barbados (area code 246) and one from Canada (area code 437).

MostBet requires that you verify your phone number before they even to begin processing your withdrawal request. This lack of response is making me feel like they are holding my money hostage, its just stuck there. I can still place bets but why continue if I cant get my winnings out?

26h left

Frozen Account Verification Problem

Hello,

My account has been frozen even though I already submitted all the required verification documents.

The operator scheduled a video verification call, but unfortunately I missed the first appointment because their email was delivered to my spam/junk folder and I did not notice it in time. As soon as I discovered the message, I immediately contacted support, explained the situation, and asked them to reschedule the interview.

After contacting them again, they finally scheduled a second appointment. I selected the date and time they provided and waited for the call. However, they did not send me the meeting link at the agreed time. Instead, the email containing the link arrived about one hour later than the scheduled appointment time.

I have screenshots showing both the agreed appointment time and the actual time they sent the email. I have work and personal responsibilities, and I cannot spend hours constantly monitoring my email waiting for a delayed message.

At the moment, I have 124 USD locked in my account and I am unable to access my funds or use my account normally. I am fully willing to cooperate and complete the verification process, but I kindly ask the operator to arrange a proper appointment and send the meeting link on time.

I would appreciate your assistance in helping resolve this issue as soon as possible.

Thank you.

Saed aloran
ID mostbet : 255783244

71h left

$124

Mostbet Casino- Mostbet withdrawal pending for 7 days

Withdrawal requested: May 5 2026
Amount: 1054 PLN
Method: BLIK

My withdrawal has been pending for almost a week.
Support keeps repeating generic answers such as “please wait” and “we are waiting for the provider”.

My account is fully accessible and the withdrawal still shows as pending, but no real update or payment has been provided.

I am posting this complaint because support has not provided any concrete resolution timeframe.

gaming id - 275527750

Resolved

zł1,054

Request to remove betting limit

Hello,

My Mostbet account was previously frozen, and after it was unfrozen, I received an email from Mostbet stating that I could apply for an increase in my betting limit after 90 days.

More than 90 days have already passed since my account was unfrozen. I contacted Mostbet support by email and requested them to increase or remove my betting limits, but they have not provided any proper resolution.

I am a verified user and have been using my account regularly.

I kindly request Mostbet to review my account and remove or significantly increase my betting limits as promised.

Thank you for your assistance.

Account email:

Resolved

50000 Not Credit Into My Account

Dear AskGamblers Team,

I would like to report another unresolved deposit issue related to my Mostbet account
Gaming ID

On **3 April 2026 at 12:06 AM**, I made a deposit of **PKR 50,000** to my Mostbet Agent account. The amount was successfully deducted from my bank account, but it was never credited to my Mostbet balance.

Transaction details are as follows:
Amount: PKR 50,000
Date: 3 April 2026
Time: 12:06 AM
Reference Number: 123876

I previously contacted Mostbet support regarding this issue, and they requested **PDF Statement**, which I already provided. However, the issue is still unresolved.

I have also submitted a complaint to my bank to trace this transaction. According to my bank records, the amount was successfully processed.

I kindly request AskGamblers to investigate this matter and assist in resolving this missing deposit.

I am ready to provide any additional documents or bank confirmations if required.

Thank you for your support.

Best regards.

Resolved

₨50,000

Two deposits not credited to my account

My Mostbet Gaming ID is 150343241
First Deposit:
Amount: 45,000 PKR
Date: 5 March 2026
Time: 6:00 PST
Reference Number: 060009

Second Deposit:
Amount: 20,000 PKR
Date: 30 March 2026
Time: 2:56 AM PST
Reference Number: 025615

Both payments were successfully deducted from my side, but the funds are still missing from my Mostbet account. I have the transaction proof and screenshots for these deposits.

I have already tried contacting the support team but the issue has not been resolved. I kindly request AskGamblers to help investigate this matter and ask the casino to credit my missing deposits as soon as possible.

Resolved

They refused to pay me my money

Dear team,

I’m seeking your urgent support to get my money from this platform as almost 2 weeks right now and they still trying and he just rejecting to give me my money

The issue starts when I win and start to withdraw. I ordered ,i submitted a withdrawal request for 3000 EGP. That was on March 5, 2026 exactly at 4:12 AM sharp CLT and next second one on the same date after exactly 15 minutes it was at 4:28 AM CLT for amount 2000 EGP and I found out that force request submitted successfully and the resolution which is showing on the website that payment done successfully. You have fun both attached transactions.

I complained the schedule you receive I didn’t receive this provide proof that you didn’t receive. I censor prove he said no way it’s not official. We will not consider this as approved. You have to get some requirements and they required whatever they required. I provide even they required me to record the video using another phone to my accountant, showing that I didn’t receive and I provided all whatever they ask me for then I ask them to show me the proof of payment from your agent, they didn’t provide anything. They told me that they were sent me emails with the result of my complaint and they didn’t send me emails by coincidence I’m talking to customer service for the serve withdrawal request I made today for a amount 3550 EGP they told me the previous one is closed. We already paid you and it’s fine decision. You have nothing to do with this and regarding this process action you did today again same thing happen? They showed the results that they pay me successfully. Meanwhile, they pay nothing and I didn’t receive any of those three amounts. What kind of website is this?

Briefly I have to 3 transactions

1- 3000EGP-04:12am -05.03.2026-payment method e&money 01099285876

2- 2000EGP - 04:28am-05.03.2026 payment method e&money 01099285876

3- 3550EGP-00:40am-12.03.2026

Vodafone cash 01031846648

The city transactions fulfilled all the website policy and they assumed they pay me, but they didn’t pay me anything and they refused even to show me the proof of payment or send me official mail informing me that I received my money

UserID:270445498

Resolved

ج.م.‏12,750

200 euros not refunded to my casino balance

My name is Łukasz Żakowski (User ID: 233896864). I am filing this complaint because Mostbet is withholding my withdrawal of 200 EUR and demanding documents that are technically impossible to provide.
On February 24, 2026, a withdrawal was sent to my old VeloBank account (PL38156000132030643620000001). This account was officially closed in November 2025. I have provided Mostbet with the "Confirmation of Account Closure" document generated on 26.02.2026.
Despite this, Mostbet support insists on a bank statement for February 2026. As the account is closed and inactive, the bank does not generate statements. The funds must have been automatically returned ("bounced back") to Mostbet's bank account.
Furthermore, Mostbet is blocking my email communication (Error 550) and their live chat support is ignoring my technical explanations. I request that Mostbet perform a manual search for the returned transfer and credit the funds back to my casino balance.*"I am resubmitting this complaint because your previous rejection was based on a lie. You claimed that Mostbet is working on a solution, but I have received an email from them stating that the withdrawal was processed on February 24, 2026, and they now consider the matter closed.
This completely misses the point of my complaint. I never denied that they processed the payment; the issue is that they sent it to a CLOSED bank account. This has been clear from the very beginning. They are simply playing me for a fool, and by rejecting my case, you are letting them get away with it. I request a formal reopening and a fair review of this complaint."**

Resolved

€200

Incorrect settlement bet 140252903 Luxembourg Germany

I am submitting a formal complaint regarding a clear settlement error by Mostbet.
Event: Luxembourg vs Germany (UEFA Nations League, 15.11.2025)
Market: Luxembourg Total Shots on Target - Under 2.5
Bet Result: Loss (according to Mostbet)
Actual Result: Win (according to UEFA)
Mostbet support claims there were 3 shots on target for Luxembourg. However, the official UEFA Match Report (which I have attached) clearly states that Luxembourg had only 2 shots on target.
I have provided the operator with the official link and screenshots from the UEFA website, but they refuse to correct the error, stating they use "their own sources" which contradict the official tournament organizer. This is a violation of fair play and betting standards. I request Mostbet to recalculate my bet according to the official UEFA protocol.

Resolved