MyStake Casino - Вывод игрока был отложен.

I registered with MyStakecasino on March 12th, received a welcome offer, played, and was lucky enough to win. I deposited 650€ and won about 8500€.

Here is the problem. I verified the site required by the casino to make a withdrawal request, and the casino emailed me to take a video, so I sent the video to the casino. However, I did not receive a reply no matter how many days passed, and after several days of inquiring, I received an email saying that the verification was complete. However, when I made a withdrawal request, the withdrawal was not completed no matter how many days passed. In the meantime, I contacted support, but this time I did not even get a reply.

Currently, the site does not allow withdrawal requests and there is no response from support.

Of course, I have not committed any violations, so if anything happens, I can submit all the documents.

I am angry at the site's response of not paying out the winnings and not even replying. It is malicious for the site to make players feel uneasy.

I would like Casino Guru to help me get my winnings back.

We also hope that by posting the MyStkecasino casino policy here, we can serve as a warning to new players.

thank you.

3/12にMyStakecasinoに登録しウォルカムオファーを受取りプレイをし、運良く勝利することができました。入金した額は650€で勝利金は約8500€でした。

問題はここからです。出金申請をするためにカジノが要求するサイト検証を行い、カジノからメールで動画の撮影を求められ、カジノに動画の撮影を送信しました。しかし何日経とうが返事がなく、その間何度も問い合わせをした数日後に検証完了のメールが届きました。しかし、出金申請を行うと何日経っても出金が完了しません。その間サポートに連絡しましたが、今度は連絡すら返ってきませんでした。

現在は、サイト上で出金申請が許可されておらず、またサポートからの返事もありません。

当然違反行為等はしていませんし、何かありましたら全て提出できます。

勝利金の出さない上に返事もないサイト側の対応に憤りを感じています。プレイヤーを不安にさせる対応は運営としては悪質です。

カジノグルさんには勝利金を取り戻すために助けていただきたいです。

またMyStkecasinoカジノの対応をここに載せることで、新規のプレイヤーへの注意喚起になればいいと思います。

よろしくお願いします。

Dear kakeyan,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem with MyStake Casino.

To assist you better and understand the situation, could you please provide us with the following details:

• On what specific date did you send the video for verification? Am I correct in understanding that your video and all your other identity documents have been approved and verified?
• When exactly did you submit your withdrawal request?
• Could you please send me a screenshot of the error you see when you try submitting a withdrawal request?
• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear kakeyan,

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.

When did you send the video for review?

→It's 03/15.

Am I correct in understanding that the video and all other identification has been approved and verified?

→I received an email from the casino site stating that my identity and video verification had been completed.

When exactly did you submit your withdrawal request?

→I applied for a withdrawal on 03/14 and received an email requesting that I take a video. I submitted the video on 03/15. I didn't hear anything after that, and then on 03/27, 03/28, and 03/29 I received emails saying that the verification was complete, and on 03/29 I applied for a withdrawal again.

Could you please send me a screenshot of the error you get when trying to submit your withdrawal request?

→Screenshot attached.

What types of games did you play?

→I played a slot game.

The game is called JOKERS Million.

Did you save your winnings with or without the bonus?

The bonus has been received.

確認のためにビデオを送信したのはいつですか？

→03/15です。

ビデオとその他の身分証明書はすべて承認され、確認されたと理解してよろしいでしょうか？

→カジノサイトからメールで身分証明、ビデオの検証は完了した旨のメールは届きました。

出金リクエストを提出したのは正確にはいつですか?

→03/14に出金申請をして動画の撮影を求めるメールがきました。3/15には動画を提出しています。その後連絡がなく、3/27.28.29に検証完了のメールが届き、3/29に再度出金申請をしています。

出金リクエストを送信しようとしたときに表示されるエラーのスクリーンショットを送っていただけますか?

→スクリーンショット添付します。

どのような種類のゲームをプレイしましたか?

→スロットゲームをしました。

JOKERSMillionというゲームです。

ボーナスの有無にかかわらず賞金を貯めましたか?

ボーナスは受け取っています。

Thank you very much, kakeyan, for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello kakeyan,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the MyStake Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which kakeyan can expect his withdrawal to be paid out? Alternatively, is there a different issue delaying the process?

Hello,

The user was under investigation. Now he can request the withdrawal with standard limits (7500 EUR/USD weekly). After the withdrawal, the account will be closed permanently.

Kind regards

Dear MyStake Casino representative,

thank you for clearing this up. I hope the issue will be resolved in the near future.

Dear kakeyan,

please try to proceed with the first withdrawal request now. I would also like to ask you to keep updating us on the status of your funds and any other developments.

Hello,

According to our withdrawal limits, the player can withdraw 2500 EUR this week, the remaining amount can be withdrawn next week.

Kind regards

Dear kakeyan,

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.

Hello,

The user has withdrawn his funds fully, it can be approved by the player's side as well.

Regards

Dear MyStake Casino representative,

thank you very much for the update.

Dear kakeyan

can you confirm your withdrawals have been paid out?

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of the player, who has informed us that funds have been fully paid out. We will now go ahead and close this complaint as "resolved."

Dear kakeyan,

we appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help!

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru