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.

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.

Thanks in advance for your cooperation.

Hello AskGamblers team,

I want to clarify the situation regarding my withdrawal from Mostbet:

- The amount of 3,000 that appeared in my casino account is casino balance only, not an actual withdrawal.
- My total withdrawal due is 28,500, of which 25,500 has not been transferred to my original payment method.
- Therefore, the issue is still unresolved, and I am awaiting the full amount to be credited properly.

Please take this into account when evaluating my complaint, especially with the deadline approaching.

Thank you for your attention,
Hany Mohsen

We have carefully checked the information. Please review the details below.

1) There are no restrictions on this method; you can both deposit funds via orange_cash and withdraw them. However, to resolve the case for the amount of 1500 EGP dated 12/15/2025, the finance team has requested additional details from you.

2) What you have provided is not a bank statement — these are simply screenshots from your bank account, added separately to each page of a PDF file.

3) The withdrawal of 11,000 EGP has been successfully confirmed by the bookmaker (Part of the amount was sent to the customer. The remaining 3,000 was returned to the account.). We attach a screenshot of the transfer of funds.

4) We provide screenshots of transfers for each withdrawal separately.
10,000 EGP,
3,000 EGP ,
5,000 EGP,
5,000 EGP.

For further interaction, you need to provide a screen recording starting from the moment you log into the banking app and showing a list of all transactions you received between December 5, 2025, and January 2, 2026. You can record the video from another phone or make a screen recording, but it is important that the video is of good quality and all data is visible.

You can send all the data to sermsu­ppo­rt@­mos­tbe­t.com.

Sincerely, Mostbet

Hello AskGamblers team,

Thank you for the update.

I would like to clarify the following points in response to Mostbet’s latest message:

1) The amount of 3,000 EGP returned to my casino balance is NOT a successful withdrawal. It was not transferred to my Orange Cash wallet and therefore does not resolve the dispute.

2) Regarding the request for a “bank statement” and screen recording:

- Mobile wallets in Egypt (Orange Cash / Vodafone Cash) do not provide official PDF bank statements.
- I have already submitted complete screenshots covering the entire period from December 5, 2025 to January 2, 2026, clearly showing no incoming transactions for the disputed withdrawals.
- Requesting a login video is not a standard or reasonable requirement, especially since all transaction history has already been provided.

3) If Mostbet claims that the withdrawals were successfully paid, then the burden of proof lies with the casino to provide:

- Official payment confirmations from their payment provider
- Transaction IDs, timestamps, amounts, and destination details
- Proof showing that the funds were actually credited to my Orange Cash number

At this stage, all available evidence from my side has already been submitted, and the issue remains unresolved.

I kindly ask the mediator to take this into account and require the casino to provide verifiable proof of payment for the remaining amount.

Kind regards,
Hany Mohsen

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 AskGamblers Team,
I have just noticed the screenshots uploaded by Mostbet.
The phone numbers / account numbers shown in these transfer proofs are NOT mine and do not belong to my registered withdrawal details.
I confirm again that I have not received any funds.
Please let me know if you need my correct withdrawal details or any additional proof from my side.
Best regards.

Dear AskGamblers Team,
I have reviewed the screenshots uploaded by Mostbet and confirm that they show my correct account/phone number.
However, the funds have not been transferred to my account yet.
I confirm again that no money has been received, and I am waiting for proper processing of my withdrawal.
Please advise on the next steps. I am ready to provide any additional information if required.
Best regards.

Dear @Hanymohsen1211,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required information (original bank statement and video recording) has already been sent to the Mostbet Casino team accordingly.

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. Should you refuse sending the required information or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Dear AskGamblers Team,
I would like to clarify regarding the requested information from Mostbet:
Mobile wallets in Egypt (Orange Cash / Vodafone Cash) do not provide official bank statements or transaction PDFs.
I have already submitted complete screenshots covering the entire withdrawal period, clearly showing that the funds have not been credited to my account.
A screen recording cannot provide any additional verifiable information beyond the screenshots already submitted.
Therefore, all available evidence has been provided from my side. The withdrawals remain unpaid, and the burden of proof lies with the casino to show official payment confirmations.
I kindly request AskGamblers to continue mediating this case and require Mostbet to provide verifiable proof of payment for the remaining funds.
Best regards,
Hany Mohsen

Due to the fact that the player cannot provide the requested information, we have no other option but to Reject the complaint.

While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Dear Hanymohsen1211,

For further interaction, you need to provide a screen recording starting from the moment you log into the banking app and showing a list of all transactions you received between December 5, 2025, and January 6, 2026. You can record the video from another phone or make a screen recording, but it is important that the video is of good quality and all data is visible.

You can send all the data to sermsu­­pp­o­r­t@­­mos­­tb­e­t.com.

Sincerely, Mostbet

Dear AskGamblers Team,
As requested by Mostbet, I have provided a clear screen recording showing my banking app transactions up to January 6, 2026.
The video was sent to Mostbet support via email, and all requested evidence has now been submitted.
Kindly proceed with the review.
Best regards,
Hanymohsen1211

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.

Thanks in advance for your cooperation.