MyStake Casino - Player’s withdrawal is delayed.

Dear jgmp5,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that your withdrawal hasn't been processed since March?
• Which payment method to withdraw your winnings have you opted for?
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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

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

Stay cautious and contact us directly if you have any doubts.

No withdrawals have been processed since March.

The payment method for withdrawing winnings is cryptocurrency.

Also, I have applied twice and both have been rejected.

I will send a screenshot.

Thank you very much for your reply, jgmp5. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have forwarded the email, so please check it.

Thank you very much, jgmp5, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear jgmp5,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a MyStake Casino representative to join this conversation and participate in resolving this complaint.

Dear MyStake Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello,

The user's account is under investigation, and we will get back to you soon.

Kind regards

Dear MyStake Casino,

Please keep us updated on the matter and let us know about the outcome as soon as you have completed the investigation.

I'll be awaiting your reply.

I've been told for over 3 months that it's under investigation.

Hello,

Our investigation process is nearly complete, and we will provide you with an update shortly.

Regards

Dear MyStake Casino,

Thank you for your response and the information you have provided.

Please keep us updated regarding the matter and let us know once the investigation is finished.

I'll be awaiting your reply.

Hello,

The investigation has been completed, now the user can withdraw the current balance.

Kind regards

Dear jgmp5,

Could you please request a withdrawal and let me know once you do that?

I'll be awaiting your reply.

Dear jgmp5,

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.

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,
Stefan
Casino.Guru

We’ve reopened this complaint at the request of jgmp5. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear jgmp5,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please 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,

Stefan, Casino.Guru