MyStake Casino - Player believes that their withdrawal has been delayed.

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Dear Brettin1009,

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 Brettin1009,

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.

Hello Jean,

Thank you for following up.

I have NOT received any refund from MyStake Casino yet. There is no news from their side. My withdrawal / deposit is still missing.

I am still waiting for the refund requested.

Please keep the complaint open.

Thank you.

I have not yet received the payment or refund of the 80,000.

I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Please upload a screenshot of your withdrawal history (showing previous successful withdrawals and the current withdrawal) directly to this thread.
• Could you please share a screenshot of the payment instructions as they appear when attempting to withdraw in the casino?

Thank you very much in advance for your reply.

Dear Brettin1009,

Thank you for providing the additional information and supporting evidence.

Based on the information available, the withdrawal was processed to the AstroPay account associated with the payment details entered and selected when the withdrawal was requested. It is ultimately the player's responsibility to carefully check and ensure that all payment information entered during a withdrawal request is correct before confirming the transaction.

While we understand your concern that the recipient's name does not match your verified casino account, we cannot hold the casino responsible for third-party payment details that were provided or selected by the player. The casino did not independently enter or replace the payment information with the third party's details.

Once a withdrawal has been successfully processed to the destination specified in the withdrawal request, recovering those funds may no longer be within the casino's control.

For these reasons, we do not have sufficient grounds to hold the casino responsible for the loss of the 80,000 ARS, and the complaint will therefore be closed as rejected.

We strongly recommend carefully verifying all recipient information, including the phone number, account identifier, and other payment details, before confirming any future withdrawal.

We are sorry that we could not provide a more favorable outcome in this case.

Best regards,

Jean

Casino.Guru