Mostbet Casino - Withdrawal never completed

Dear @Hanymohsen1211,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Dear AskGamblers Complaint Team,
Thank you for your message.
After carefully reviewing my records, I confirm that the correct total disputed amount related to my complaint against Mostbet is 28,500 EGP. The previously mentioned amount of 35,000 EGP was an initial estimate and has now been corrected.
I kindly request that you review my case and assist in ensuring that the remaining funds are processed and paid to me as soon as possible.
Kind regards,
Hany Mohsen

Dear AskGamblers Complaint Team,
Thank you for your message.
After carefully reviewing my records, I confirm that the correct total disputed amount related to my complaint against Mostbet is 28,500 EGP. The previously mentioned amount of 35,000 EGP was an initial estimate and has now been corrected.
I kindly request that you review my case and assist in ensuring that the remaining funds are processed and paid to me as soon as possible.
Kind regards,
Hany Mohsen

Hello, Dear Hanymohsen1211 and AskGamblers Team!

Thank you for sharing. We're sorry that you've encountered this problem.
We always strive to understand the situation and improve our users' experience.

In order to send a request to the finance department, we need a screenshot of the withdrawal from your personal account and a bank statement from the day of withdrawal to today in PDF format.

If there were several withdrawals, please send a screenshot of each one that you did not receive.

You can attach the documents here or send everything in one email to sermsu­ppo­rt@­mos­tbe­t.com.

Best regards, Mostbet.

Dear AskGamblers Team and Mostbet,

I have attached a single PDF containing screenshots from my Mostbet account and all mobile wallet transactions covering the withdrawal period.

As clearly shown, there is NO incoming transaction for the disputed amount of 28,500 EGP. Mobile wallets in Egypt do not provide official PDF statements; these screenshots represent the only available evidence.

If the casino claims the payment was completed, they are kindly requested to provide official proof of payment from their payment processor.

Kind regards,
Hany Mohsen

Dear AskGamblers Team and Mostbet,

I am re-submitting the PDF evidence file containing screenshots from my Mostbet account and all mobile wallet transactions covering the withdrawal period.

As clearly shown, there is NO incoming transaction for the disputed amount of 28,500 EGP. Mobile wallets in Egypt do not provide official PDF statements; these screenshots represent the only available evidence.

Please confirm receipt of this file.

Kind regards,
Hany Mohsen

Dear AskGamblers Team and Mostbet,

I am re-submitting the PDF evidence file containing screenshots from my Mostbet account and all mobile wallet transactions covering the withdrawal period.

As clearly shown, there is NO incoming transaction for the disputed amount of 28,500 EGP. Mobile wallets in Egypt do not provide official PDF statements; these screenshots represent the only available evidence.

Please confirm receipt of this file.

Kind regards,
Hany Mohsen

Unfortunately, based on your message, it is difficult to understand which withdrawals were not received.

Could you clarify whether we understand correctly that all of the following transactions:

04.12.25 in the amount of 5000
05.12.25 in the amount of 11,000
15.12.25 in the amount of 1,500
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

were not credited to your account?

Please send a screenshot of each individual withdrawal that you did not receive, as well as video confirmation of how you log into your account via the banking app, open your transaction history, and show that the payments have 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 all transactions from the date of withdrawal to the present day.

Please send all of this in one email to sermsu­­pp­o­r­t@­­mos­­tb­e­t.com.

We will definitely look into the situation.
Thank you for your understanding.

Have a nice day!
Best regards, Mostbet

Dear Mostbet Team and AskGamblers Mediator,

Thank you for your message.

To clarify clearly and avoid any misunderstanding:

Yes, ALL of the following withdrawals were marked as “Completed / Paid” in my Mostbet account but were NOT credited to my mobile wallet/bank account:

- 04.12.2025 – 5,000 EGP
- 05.12.2025 – 11,000 EGP
- 15.12.2025 – 1,500 EGP
- 16.12.2025 – 5,000 EGP
- 17.12.2025 – 3,000 EGP
- 17.12.2025 – 10,000 EGP

Total disputed amount: 28,500 EGP

I have already provided:

- Screenshots from my Mostbet account showing each withdrawal as “Completed / Paid”.
- Screenshots from my mobile wallet transaction history covering the full period from the withdrawal dates until today, clearly showing no incoming payments for the above amounts.

Important clarification:

- Mobile wallets in Egypt (Vodafone Cash / Orange Cash) do not provide official PDF statements or transaction reference documents.
- Screenshots are the only available and accepted form of transaction proof.
- Therefore, requesting a “bank statement PDF” or a login-recording video is not applicable in my case.

If Mostbet claims that these withdrawals were successfully paid, then kindly provide:

- Official proof of payment from your payment provider, including transaction IDs, timestamps, amounts, and destination details showing where the money was sent.

At this stage, all available evidence has already been submitted from my side.
I respectfully ask the mediator to note that the burden of proof now lies with the casino.

I look forward to a prompt resolution of this matter.

Kind regards,
Hany Mohsen

am attaching a screenshot of the email I received from the casino (originally sent in Arabic).
English translation of the casino’s email:
“Dear customer,
We have reviewed your request No. SR7358494. Unfortunately, you are unable to send funds to the details you provided due to restrictions imposed by the bank/payment system.
To proceed with the transfer, please provide alternative details within 24 hours.”
However, I have already successfully received two transfers (8000 and 2000) to the same withdrawal method, which clearly proves that this method works.
I am waiting for an official public response from the casino here explaining why the same method is now considered restricted and confirming how the remaining balance will be paid.

I am attaching a screenshot of the email I received from the casino (originally sent in Arabic).
English translation of the casino’s email:
“Dear customer,
We have reviewed your request No. SR7358494. Unfortunately, you are unable to send funds to the details you provided due to restrictions imposed by the bank/payment system.
To proceed with the transfer, please provide alternative details within 24 hours.”
Clarification:
I have already successfully received two transfers (8000 and 2000) to the same withdrawal method, which clearly proves that this method works.
The remaining amount has not yet been received.
I am ready to provide alternative details if needed.
I am waiting for an official public response from the casino here explaining why the same method is now considered restricted and confirming how the remaining balance will be paid.