Mostbet Withdrawal Completed but MAD 9,800 Never Reached My Bank

I am filing this complaint against Mostbet regarding withdrawal transaction No. 117696128 in the amount of MAD 9,800 dated 08.09.2025, which I requested via my phone. Despite the completion of this withdrawal on your side, the amount has never been credited to my bank account in Morocco. The payment agent responsible for this transfer did not send the money and has instead provided forged receipts to your financial team. I have clear evidence that the receipt presented as proof of payment is falsified and appears to have been created with the intention of misappropriating the withdrawn amount. After contacting your customer support, I was repeatedly asked to provide an “official letter” from my bank. In Morocco, CIH Bank and all other banks do not issue such “official letters” for disputes related to online platforms. The only legally valid document in such cases is a stamped bank statement, which I obtained from my bank and submitted to you. This stamped bank statement clearly shows that no amount of MAD 9,800 was received on my account. In addition, I recorded a video from inside my banking application, showing the same statement, and also submitted this as further proof. Despite having provided a stamped bank statement and a clear video recording from my banking application, you continue to insist on a document that does not exist under Moroccan banking practice. This insistence, despite strong evidence, is obstructive and effectively protects the error and misconduct of your payment agent instead of resolving my case. Currently, I am claiming only the amount of this single disputed withdrawal, which is MAD 9,800. I request that this amount either be immediately paid to my bank account or, at the very least, immediately and fully returned to my Mostbet gaming account balance so that I do not suffer any further financial loss due to this situation. I kindly ask Mostbet’s senior management to urgently review all the evidence I have submitted, investigate the conduct of the payment agent involved in this transaction, and provide a prompt and definitive resolution by restoring my MAD 9,800.