The player from Germany faces a delay in withdrawing his winnings following a successful verification, as his withdrawal is currently under investigation without a clear reason provided. He remains able to log in but is uncertain about the duration of the investigation.
MyStake Casino - Player's withdrawal is delayed due to investigation.
Opened
Current status
Waiting for player to reply
10d 17h 28m 40s
MyStake Casino
Safety Index 9.6 Very highCase summary
Discussion
Public
Public
2 days ago
Translation
Hello dear Casinoguru team,
After successful verification and my initial withdrawal request on Tuesday, May 26, 2026, the withdrawal is currently not being processed due to an investigation. I cannot understand the reason for the investigation, as my account is verified and all game conditions have been met. I am still able to log in, however. When I asked how long the investigation would last, I was told that no statement could be made.
I don't know what to do and I'm asking for your help.
Greetings
Automatic translation:
Public
Public
yesterday
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
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.
Public
Public
yesterday
Hello,
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,
Attila
