MyStake Casino - Вывод выигрыша игрока задерживается.

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Dear dwiedingo,

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 dwiedingo,

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.

Unfortunately, nothing has changed. The three withdrawals are still missing. My account has been verified for several years, and withdrawals have always gone smoothly until now.

Leider hat sich nichts verändert. Die drei Auszahlungen fehlen immer noch. Mein Konto ist seit mehreren Jahren verifiziert und Auszahlungen klappten bislang immer problemlos.

Im Livechat bekomme ich vom Support immer dieselben Antworten:

"We sincerely apologize for the inconvenience and the delay you have experienced. Please be assured that the relevant team is actively managing your case and is currently working to resolve your issue. Once the investigation is complete, we will provide you with all updates via email. Rest assured, your funds are secure and will not be lost at any point. We appreciate your understanding and patience as we work to assist you further. Thank you for your cooperation.

Make sure that this case is prioritized, and you will receive an answer as soon as possible via email. Thank you for your patience and understanding once again.

I truly understand that waiting for the investigation to end can be frustrating, but I want to make sure that your funds are secure and will not be lost. The relevant team is actively managing this matter, and once the case is resolved, you will receive an answer as soon as possible."

Ich bekomme aber auf Nachfrage keine Überweisungsbestätigung vom Support. Ich bekomme auch keine "Updates" per E-Mail. Der einzige Kontakt erfolgt, wenn ich im Live-Chat nachfrage und dort kommen nur Standardantworten.

Ich habe auch mehrfach nachgefragt, ob es Probleme mit dem Account gibt, aber es wurde mir mehrmals versichert, dass alles in Ordnung ist. Wie bereits erwähnt funktionierten Ein- und Auszahlungen ansonsten problemlos.

Dear dwiedingo, 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?
• Did you accumulate your winnings with or without an active bonus?

Thank you very much in advance for your reply.