Mostbet Casino - Rejects official proof for 700 EGP withdrawal

Dear Mostbet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hello, Dear Marwan2007 and AskGamblers Team!

We're always interested in getting to the bottom of a situation.

We have carefully checked the information. The withdrawal has been successfully confirmed by the Bookmaker on 27.12.2025. We attach a screenshot of the transfer of funds.

Dear Marwan2007, you need to provide video evidence of how you log into your account via the banking app, open your transaction history, and show that the payment has not been credited to your bank account. The video can be recorded from another device or using screen recording. Please note that all data must be clearly visible, of good quality, and reflect transactions from December 27, 2025, to January 2, 2026. You can send the video recording to sermsu­ppo­rt@­mos­tbe­t.com.

Best regards, Mostbet.

Dear AskGamblers team, please keep this complaint open. The evidence provided by the casino is illogical and proves they falsified their records. The timing discrepancy: The casino claims the payment was successfully processed at 1:26 AM, while I only placed my order at 1:42 AM. It's impossible to pay a customer 16 minutes before they placed their order. Official proof: I've provided a video from the casino branch showing my live login and complete transaction history, proving that no money was received. Video link: https:­//d­riv­e.g­oog­le.c­om­/fi­le/­d/1­m9y­pvY­xcE­ZU1­X79­m4Z­Rns­u7c­88_­dcT­GL/­vie­w?u­sp=­dri­vesdk

Dear AskGamblers team, please keep this complaint open. The evidence provided by the casino is illogical and proves they falsified their records. The timing discrepancy: the casino claims the payment was successfully processed at 1:26 AM, while I only placed my order at 1:42 AM. It's impossible to pay a customer 16 minutes before they placed their order. Official proof: I've provided a video from the casino branch showing my live login and complete transaction history, proving that no money was received. Video link: https:­//d­riv­e.g­oog­le.c­om­/fi­le/­d/1­m9y­pvY­xcE­ZU1­X79­m4Z­Rns­u7c­88_­dcT­GL/­vie­w?u­sp=­dri­vesdk

Dear AskGamblers team, I am writing to clarify the evidence that refutes the casino's false claims. I have attached screenshots of my official Vodafone Cash transaction log for December 27th. As you can see in these images, there is no record of any incoming transaction of £700 (or any other amount) from the casino on that day. This completely contradicts the fabricated evidence they have presented. It is clear that the casino is lying to mislead this investigation. Their claim of a successful payment at 1:26 AM – 16 minutes before I submitted my withdrawal request at 1:42 AM – is conclusive proof that they have falsified their records. Please review these transaction logs and the previously attached video link, which shows the current status of my wallet. Thank you for your support in exposing this deception.

I sent the video evidence and screenshots of all transactions to your official email address as requested. The evidence clearly proves your claims false. My Vodafone Cash account records for December 27th show no incoming funds. More importantly, you claim the payment was successfully processed at 1:26 AM, while I only submitted the withdrawal request at 1:42 AM. It is impossible to pay a customer before they request a withdrawal. I shared all this evidence with AskGamblers to ensure complete transparency.

In addition to the time difference (16 minutes), I would like to draw your attention to the fact that the image provided by the casino (attached) clearly shows manipulation. The displayed balance (746.28) is accompanied by the word 'now,' a format not found in official Vodafone Cash transfer messages, but only in real-time balance inquiry messages. This confirms that the casino altered the image and combined different text to mislead you into believing the transaction was successful, which is completely contradicted by my official transaction history.

I contacted your email and sent photos and videos of my Vodafone Cash wallet transactions, but I haven't received a response.

Thank you for providing this information.

We have forwarded all the details to our finance department and received the following response:

"Regarding the payment time, the payment request was created in BIRPAY at 02:02 AM (GMT+3).
The agent sent the amount to the customer's account 01060568493 at 02:26 AM (GMT+3), at which time the status was changed to successful in BIRPAY.

The user's video does not contain information about which account is being checked.
If the user claims that they did not receive the amount, they must provide a video showing them logging into the recipient's account and checking the transaction history from the time of the payment request to the present.
An official response from the bank is also required. In this case, the bank must verify the amount and date of payment and provide an official response confirming that no such payment was made to the customer's account."

All data must be sent to sermsu­ppo­rt@­mos­tbe­t.com.

Best regards, Mostbet.

In response to the casino's stalling tactics and its request for an 'official bank response,' I would like to clarify the following facts for the investigators: Blatant discrepancy in timing: The casino now claims in its response that the payment was made at 2:26 AM, while the image they previously submitted as proof of payment shows a receipt time of 1:26 AM. This difference (a full hour) between their claim and their 'forged' document proves that they are confused about the numbers and have no real evidence whatsoever. Forgery of content (the word 'now'): The casino completely avoids explaining the presence of the word 'now' in the image they submitted. This word never appears in official Vodafone Cash transfer messages; it only appears in manual balance inquiry messages, proving that they cut and pasted text to fabricate a fictitious payment receipt. Double standards: The casino requests an 'official bank response,' while they themselves have not provided any official bank receipt, but have only submitted a screenshot of a text message (SMS) that they have proven to have manipulated. It is unacceptable for the casino to demand impossible documentation from the customer when their own evidence is clearly fabricated. The strength of the video evidence: The video I sent is a live recording showing access to my account from within the phone's interface. This is stronger and more credible digital evidence than still images, which are easily manipulated with design software. I demand that the casino stop stalling and provide an officially verifiable Transaction ID number, or pay me my dues immediately before you classify this case as "False Evidence."

بخصوص ادعاء الكازينو الأخير لتعطيل مسار الشكوى، أود توضيح ما يلي:
​تقنية تطبيق Vodafone Cash: الفيديو الذي قدمته هو تسجيل حي ومباشر من داخل تطبيق 'أنا فودافون' الرسمي. ومن المعلوم تقنياً أن التطبيق في سجل المعاملات لا يعرض رقم الهاتف بشكل دائم لأسباب تتعلق بالخصوصية والأمان، ولكن الفيديو يوثق بوضوح عملية الدخول الحية من واجهة الهاتف إلى الحساب المرتبط برقمي المسجل لديهم، وهو دليل رقمي قاطع لا يمكن تزييفه.
​سياسة المماطلة والتعجيز: طلب الكازينو لـ 'رد رسمي من البنك' هو محاولة واضحة للمماطلة وفرض شروط تعجيزية للهروب من دفع مستحقاتي البالغة 700 جنيه إسترليني. الكازينو يطالب بمستندات ورقية معقدة في حين أنه هو نفسه عجز عن تقديم 'إيصال بنكي رسمي' (Bank Receipt) واكتفى بصور لرسائل نصية ثبت تلاعبهم بها.
​رفض الادعاءات الوهمية: الفيديو الذي أرسلته يظهر سجل المعاملات كاملاً وبشكل مباشر، ويؤكد عدم وصول أي مبالغ من طرفهم. إصرار الكازينو على تجاهل هذا الدليل الحي والمطالبة ببدائل ورقية هو دليل على سوء نيتهم ومحاولتهم إغلاق القضية دون وجه حق.
​أطالب المحققين باعتبار الفيديو الذي قدمته دليلاً نهائياً وأساسياً، وإلزام الكازينو بتقديم رقم عملية (Transaction ID) حقيقي وقابل للتتبع بدلاً من الاستمرار في إلقاء عبء الإثبات على الضحية بوسائل تعجيزية."

Dear @Marwan2007,

Kindly note that, since you used the international domain of our website to submit your complaint, you are expected to use English only in your further complaint-related communication.

Thank you in advance for your cooperation.

Regarding the casino's recent claims and its demand for an "official bank response": Vodafone Cash app limitations: I have already provided a live video recording from the official Anna Vodafone app. Technically, this app does not continuously display the phone number in the transaction log for security and privacy reasons. However, the video clearly shows a live login from my device's interface to the account linked to my registered number, which is conclusive digital evidence. The casino's stalling tactics: Demanding an "official bank response" is a clear stalling tactic to avoid paying the £700. The casino is demanding official documentation while failing to provide any "official bank receipt," relying instead on a screenshot of an easily manipulated text message. Conflicting evidence: The casino claims the payment was made at 2:26 AM (GMT+3), while the "evidence" it previously provided shows 1:26 AM. This one-hour discrepancy, along with the fabricated text in the screenshot, disproves their evidence. I ask the investigators to accept the live video as conclusive evidence of the missing funds, and to require the casino to provide a verifiable transaction identification number instead of imposing unreasonable conditions on the victim.

Dear AskGamblers Team,

We're always interested in getting to the bottom of a situation. We have sent details to suppor­­t@­a­s­kg­­amb­­le­r­s.com, we will wait for the AskGamblers team's response.

Best regards, Mostbet.

Dear @Marwan2007,

The AskGamblers Complaint Team is kindly asking you to assist the Mostbet Casino team further and send the required video showing them logging into the recipient's account and checking the transaction history from the time of the payment request to the present as well as an official response from the bank as an official response confirming that no such payment was made to the customer's account.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided the requested information.

Should you refuse to send the required verification paperwork or fail to confirm, we will have no other choice but to reject the case and recommend that you forward it to the relevant regulatory body.

Thanks for your cooperation.

Dear AskGamblers Team,
​I acknowledge your request and I am fully willing to cooperate to resolve this matter. I am currently in the process of obtaining the official stamped statement from Vodafone (the service provider) which will cover the entire period from December 27, 2025, until today.
​Furthermore, I will record a new, high-quality video as requested, starting from my account settings (to clearly show my registered phone number) and moving directly to the full transaction history without any cuts.
​I will upload these documents and the video as soon as I receive the official paper from the branch tomorrow. Please keep the complaint open as I am committed to providing the required evidence to prove that the funds were never received."

Dear AskGamblers Team,
​I would also like to inform you that I have sent the Official Detailed Statement (PDF) directly to Mostbet's support team as well.
​They now have the same definitive proof that shows:
​My phone number 01060568493 is the account owner.
​No 700 EGP was received on December 27, 2025.
​I have provided all necessary evidence to both parties. I am waiting for Mostbet to acknowledge their error and credit the funds to my account 264829242."

Dear AskGamblers Team,
​I have just sent the Official Detailed Statement (PDF) along with 6 supporting images directly to your support email (suppo­rt@­ask­gam­ble­rs.com) today, January 6, 2026.
​The evidence provided in the email clearly confirms:
​Account Ownership: My phone number 01060568493 is visible on every transaction line.
​Missing Funds: There is no record of a 700 EGP deposit on December 27, 2025.
​Official Record: This is a system-generated report obtained directly from the Vodafone branch.
​Please review the email for the full evidence to resolve this case. My account ID is 264829242."

"Hello,
​As promised, here is the link to the screen-recording video which proves the wallet ownership (01060568493) and the transaction history:
​Link: https:­//d­riv­e.g­oog­le.c­om­/fi­le/­d/1­m9y­pvY­xcE­ZU1­X79­m4Z­Rns­u7c­88_­dcT­GL/­vie­w?u­sp=­dri­vesdk
​I have set the permissions to 'Anyone with the link' so you can access it directly. This video, along with the PDF statement already sent, confirms that no deposit was received on Dec 27, 2025."

Please note that the previous video link was sent by mistake. Here is the correct and updated video evidence for my case:
​New Video Link: https:­//d­riv­e.g­oog­le.c­om­/fi­le/­d/1­aXv­beM­KPI­BYp­RY7­y6d­Bah­Dgg­Z8u­suk­oM/­vie­w?u­sp=­dri­vesdk
​This video confirms my account details and the transaction history. Please use this one for the investigation."

I sent the video to the AskGamblers team.

New Video Link:

https:­//d­riv­e.g­oog­le.c­om­/fi­le/­d/1­aXv­beM­KPI­BYp­RY7­y6d­Bah­Dgg­Z8u­suk­oM/­vie­w?u­sp=­dri­vesdk

Hello AskGamblers team, I have sent all the requested evidence to you and the Mostbit support team via email. Please resolve the issue as soon as possible. Thank you.

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Mostbet Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

To the AskGamblers complaints team, I would like to confirm that I have provided all the required evidence, including a full bank statement (PDF) and video footage of the transfer, via the links I previously shared. Despite providing this clear evidence, I have not received any response or my funds to date. I am still waiting for the casino to resolve this issue and deposit the 700 Egyptian pounds into my account. Thank you for your support.