Unjustly Rejected Complaint - MostBet (Account ID: 137268851) - Address Proof Issue

Hi Casino Guru Community & Moderation Team,

I am writing this post to ask for a manual re-examination of my recently rejected complaint regarding MostBet (Account ID: 137268851).

**Summary of the Issue:**

I requested a withdrawal of 2,000 EGP on July 13, 2026. MostBet marked it as "Paid", but the funds never arrived in my e-wallet.

**Why the Rejection is Unjustified:**

1. My complaint was closed due to a "Proof of Address / Bank Statement" rejection because e-wallet statements in Egypt (like Etisalat Cash) do not display home addresses on statement headers.

2. **Important Context:** Casino Guru has successfully helped me resolve multiple similar non-payment issues in the past using the exact same e-wallet statements and identity proofs, without ever requesting an additional proof of address!

**Attached Evidence:**

* Screenshot of the 2,000 EGP withdrawal request on MostBet showing "Paid".

* Screenshot of the rejection reason from Casino Guru.

* A complete live video recording (captured via a secondary phone) proving my real e-wallet balance and full transaction history, showing that the 2,000 EGP was never received.

I kindly ask a Senior Manager or Moderator to review this case. This is a clear financial non-payment issue and I have provided undisputed video evidence.

Thank you for your intervention.

https://drive.google.com/file/d/1dFKLXyUAHwmA2Pj3WJ7m3z45uzoUSigB/view?usp=drivesdk

https://drive.google.com/file/d/1TBkuqEYm2BduZ8PlwFvA4nrTOOWvBJpe/view?usp=drivesdk

Hello,

Thank you for your post.

I believe there may be a misunderstanding regarding the purpose of this forum.

This forum is not an appeal channel for complaints that have already been investigated and closed by our Complaint Resolution Team. Forum moderators are therefore unable to manually reopen or re-evaluate the outcome of an investigation.

According to the final summary in your complaint, the case was rejected because the bank statement you provided could not be accepted for verification purposes, as it did not include your full address and its authenticity could not be confirmed.

If you believe the decision was incorrect, the appropriate next step remains the one already outlined in your complaint's conclusion: contacting the licensing authority directly.

For that reason, there is nothing further that can be reviewed through the forum, I'm afraid.

Dear Radka and MostBet Team,

MostBet claimed in their review response that they have an official transaction receipt confirming the payment was sent.

If MostBet has successfully processed the transfer, I kindly ask them to provide the official payment transaction reference number (**RRN / ARN**) or send the receipt to my registered email.

My local e-wallet provider (Vodafone/Etisalat Cash) strictly requires this **RRN / ARN reference number** to trace missing funds. Without this number, they cannot locate the payment on their system.

Please provide the ARN/RRN number so I can take it directly to my wallet provider to verify and resolve this once and for all.

Hello, from my perspective and based on what was explained in the complaint, it's a matter about unfinished KYC, which usualy goes before the payment. Let me recap: "According to the final summary in your complaint, the case was rejected because the bank statement you provided could not be accepted for verification purposes"

That's what has been the nature of the complaint, I'm afraid.

Hi Radka,

Just to clarify: My account is NOT closed, and I can log in normally.

The main issue is that MostBet claims they successfully processed and paid my withdrawal to my local Egyptian e-wallet, but the funds never arrived in my account.

They refuse to provide a local transaction receipt, RRN, or proof of transfer so I can verify it with my wallet provider.

I kindly ask to keep this thread active so MostBet can be requested to provide the valid transfer reference number (RRN/ARN) to resolve this payment dispute.

Hi, thank you for the information. Just to clarify: This thread will remain active because it's a public forum; however, no investigation or progress can take place from our side.

I was trying to say that for the mediators, the matter has been closed. You were suggested to reach out to the licensing authority. Did you notice, please?

The complaint is here 👈