MostBet Casino - O jogador afirma que o seu pagamento foi atrasado.

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Dear ahmedg,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Karla,

Thank you for your response.

I understand the standard 14-day waiting period for delayed withdrawals. However, I believe my case differs from a typical delayed payment situation.

The withdrawal status in my Mostbet account has already been marked as "Payment Successfully Made".

Therefore, according to the operator, the funds have already been successfully transferred and the withdrawal process has been completed on their side.

Furthermore, when I requested proof of payment, I was provided with a screenshot of what was presented as a Vodafone Cash SMS notification confirming the transfer.

However, I strongly dispute the authenticity of this evidence.

Real Vodafone Cash transfer notifications contain transaction details such as a transaction reference number and transaction time, which are absent from the screenshot provided to me.

In addition, the payment method used was Vodafone Cash. Unlike traditional bank transfers, international wire transfers, or similar payment methods that may require several days to arrive, Vodafone Cash transfers are typically reflected in the recipient's wallet immediately after successful processing.

For these reasons, I do not believe this is simply a case of a payment still being in transit.

Based on the operator's own statements, the withdrawal was already completed, and based on my Vodafone Cash records, no corresponding transaction was ever received.

I fully respect the complaint procedure and will wait for the required period.

However, I wanted to clarify why I believe this case may involve more than a standard withdrawal delay.

Thank you for your time and assistance.

Dear Karla,

I would like to clarify one important point regarding the case summary.

The issue is not that the payment has not yet been processed!!

According to Mostbet, the withdrawal has already been processed and marked as "Payment Successfully Made" in my account.

Additionally, the operator informed me that the transfer was completed and even provided what they claim to be proof of payment.

My complaint is therefore not about a withdrawal that is still pending processing, but about a withdrawal that has already been marked as paid while the funds have not been received in my Vodafone Cash wallet.

I wanted to clarify this distinction to ensure the case is accurately understood.

Thank you for your assistance.

Dear ahmedg,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I didn't receive anything

Dear ahmedg, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear Karla,

Thank you for your response, but I honestly have to say this process has become extremely frustrating.

First, I was told that no action could be taken until 14 days had passed, so I waited exactly as requested.

Then, 6 days ago, I was asked whether the issue had been resolved. I replied 4 days ago that I had still not received anything.

Now, after another 4 days, we are starting another round of questions.

At this pace, are we going to continue with a "reply every 4–6 days" cycle until next year?

The issue has been clear from the beginning: the withdrawal was marked as successfully paid, yet I never received anything.

Anyway, thank you very much for all your efforts.. you have clearly worked very hard on this case.

I no longer want the money. They can enjoy it.

And apparently I was also mistaken for believing that submitting a complaint here would actually help move things forward.

Thank you.

Dear ahmedg,

Thank you for your reply, and I sincerely understand your frustration.

Please allow me to assure you that we currently handle a very high number of complaints, and at Casino Guru we genuinely try to assist every player as quickly as possible while ensuring that each case receives the attention it deserves.

The questions I asked are not intended to delay the process. They are important for our complaint resolvers to fully understand the circumstances of your case and to gather sufficient information for both our team and the casino. Having all the relevant details significantly improves our ability to investigate the issue and work towards a fair resolution.

If you no longer wish to continue with this complaint, please let me know, and I will respect your decision. However, if you would still like us to assist you, I kindly ask you to answer the questions I previously sent. Your cooperation will help us move your complaint forward as efficiently as possible.

Thank you for your understanding, and I look forward to your reply.

Karla

Dear ahmedg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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

Dear ahmedg,

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,

Karla