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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Have you tried contacting your wallet provider for any updates on their end regarding the transaction status?

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

Dear Attila,

Thank you for your prompt response and for stepping in to help resolve this issue.

To answer your questions:

1. Regarding previous successful withdrawals:

Yes, I have made successful withdrawals before, but only for relatively small amounts (ranging between 200, 300, to 500 EGP max per transaction). However, whenever a withdrawal amount exceeds 1,000 EGP, it almost never reaches my wallet.

2. Regarding contacting my wallet provider:

Yes, I have contacted Etisalat Cash multiple times. They conducted a thorough check and confirmed that absolutely no incoming funds have reached my wallet for these specific 8 transactions.

As I mentioned, they explained that their system in Egypt is entirely digital, meaning they only issue official, system-generated PDF statements. They cannot physically stamp an empty record for funds that do not exist on their system. My wallet provider explicitly advised that MostBet's payment processor must initiate a financial trace (and provide an RRN/Trace ID) to locate where the funds are currently stuck.

Furthermore, I have a recorded video of my live chat session with my wallet provider's customer service, where they explicitly state all of these facts. When I sent this video to MostBet, they completely ignored it and were very uncooperative.

I have already provided MostBet with the official PDF statements proving my balance and the absence of these transactions, but they keep insisting on an impossible-to-get physically stamped document.

Please let me know if you need any further details, screenshots, or if I should upload the chat video here.

Best regards,

[Redacted]

Dear Attila,

To move this investigation forward, I would like to clarify my specific demand regarding the payment trace.

Mostbet is not merely required to provide a generic transaction ID; I specifically demand that they provide the formal "Complaint Reference Number" (or Case ID) generated by their own payment processor regarding these 8 transactions.

Since Mostbet claims the money was sent, they must have an internal reference or a formal dispute ticket with their payment provider to justify why these funds never reached my wallet. If they cannot provide a formal payment processor complaint number, it confirms that no actual investigation or trace has been initiated from their side.

I request that you ask Mostbet to provide this specific "Payment Processor Complaint ID" to prove that they are treating this matter seriously.

Kind regards,

[Redacted]

Thank you for your response and for the provided information. Could you please send the unaltered documents, including the PDF files, directly to my email? You can reach me at attila.g@casino.guru.

Thank you in advance for your reply.

Dear Attila,

Thank you for your continued assistance.

I would like to confirm that I have already sent you the complete video recording by email. The video shows my Etisalat Cash wallet transaction history and clearly demonstrates that the disputed withdrawals were never credited to my wallet.

Regarding the PDF statements, I would like to clarify that this limitation is completely outside of my control. The Etisalat Cash system only allows exporting a limited number of transactions in each PDF file (approximately 25 transactions). Once a month has passed, the payment system does not allow generating one complete PDF statement covering a long historical period. Instead, it only generates PDFs containing a limited number of transactions for each selected period.

For this reason, I will send you the PDF statements in multiple parts to cover the entire requested period. To make the review easier, I will clearly label each file with its corresponding date range (for example: 15/05/2026–21/05/2026, 21/05/2026–26/05/2026, and so on) until the full period is covered.

I will also provide the requested screenshots of each withdrawal request from my Mostbet account.

Thank you very much for your patience and understanding.

Kind regards,

[Redacted]

Dear Attila,

Thank you for your continued assistance and for reviewing my case.

As requested, I have sent you the Google Drive link to the complete video directly to your email.

The video is approximately 7 minutes long, recorded in high quality, and clearly shows my Etisalat Cash wallet transaction history from 13 May 2026 until today. It demonstrates that none of the disputed withdrawals were ever credited to my wallet.

I believe this video is the strongest and most complete evidence available, as it shows the complete transaction history directly from the payment provider's application without interruption.

Regarding the PDF statements, I would like to clarify that this limitation is completely outside of my control. Once a month has passed, the Etisalat Cash system no longer allows generating one complete statement for that month. Instead, it only exports a limited number of transactions (approximately 50 transactions per PDF), even if all of those transactions occurred within a single day due to high account activity.

Because of this system limitation, it is technically impossible to generate one PDF covering the entire requested period.

To fully cooperate with your investigation, I will continue sending multiple official PDF statements covering shorter date ranges and clearly label each file with its corresponding dates to make the review easier.

I have done everything possible to provide complete and transparent evidence, and I sincerely hope the investigation can continue based on the comprehensive video evidence together with the official PDF statements.

Thank you very much for your time, patience, and assistance.

Kind regards,

[Redacted]

Hello Attila,

I hope you are doing well.

I just wanted to let you know that I have already provided all the requested documents and have also sent the wallet video requested by the casino via email.

I would appreciate it if you could kindly check whether there are any updates regarding my case, as I have not received any recent response while I noticed other cases are being updated regularly.

Thank you very much for your time and support.

Thank you for your response. We completely understand your frustration and eagerness to resolve this matter. However, we kindly ask that you refrain from sending repeated messages, as these can inadvertently prolong our response times. Both we and the casino require adequate time to thoroughly review each submission. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.

Regarding your complaint, we regret to inform you that we cannot work with evidence shared via Google Drive. There is no need to send extensive videos or large files. You can simply send the wallet statement in PDF format to my email at attila.g@casino.guru.

Thank you for your cooperation.

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

Dear Kapo,

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,

Attila