The player from the United Kingdom had won £30,000 and attempted to withdraw £6,000 but subsequently canceled the withdrawal, after which the money was not returned to his balance. He then could not access his account. He said he had been playing slots, had already completed verification, had previously made many withdrawals, and no bonus was active. We asked him to contact the casino and send the correspondence, but he did not reply to our follow-up messages. As a result, we were unable to investigate further and the complaint was closed for now due to lack of response.
MyStake Casino - Player's account is closed.
Closed
Our verdict
Player stopped responding
Amount: £5,750
MyStake Casino
Safety Index 9.7 Very highCase summary
Discussion
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3 weeks ago
Won 30k tried to withdraw £6000 I cancelled it that money never returned to my balance and now I can’t access my account
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2 weeks ago
Important notice:
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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 weeks ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Had you completed verification before you lost access to the account?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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2 weeks ago
slots specifically - le digger and le cowboy
I had many withdrawals completed and verification has been completed
no bonus was active
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2 weeks ago
Thank you very much for your reply, Mbrunlees1609. Have you tried contacting the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
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1 week ago
Dear Mbrunlees1609,
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.
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yesterday
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
