The player from Germany requested a withdrawal of €992 from Mystake three months ago after completing KYC verification. Her withdrawal is still on hold due to an ongoing investigation, and despite reaching out for updates, she has not received a resolution after nearly four months.
MyStake Casino - Player’s withdrawal is delayed due to account investigation.
Opened
Current status
Waiting for player to reply
6d 22h 35m 52s
MyStake Casino
Safety Index 9.7 Very highCase summary
Discussion
Public
Public
2 days ago
Translation
Hello, I registered with Mystake in March 2026 and made a deposit on March 23rd. I received a casino bonus and started playing. I fulfilled the bonus wagering requirements as usual and then wanted to withdraw my winnings of €992. I completed the KYC verification before attempting the withdrawal. My withdrawal was rejected with the following comment:
"Dear Maysah,
We hope you find this email well.
We sincerely apologize for any inconvenience this information may have caused.
Please note that an investigation is currently underway regarding your account.
Kindly note that the company reserves the right not to disclose specific details regarding the reasons for this investigation.
We kindly ask for your patience during this process. Rest assured, once there are any updates regarding your account, you will be promptly notified by the relevant department.
Should you have any further questions, please do not hesitate to contact us.
Have a wonderful day!
I contacted the casino again 3 weeks ago and asked for an update, they replied that I should still wait.
It's been almost four months now. No examination should take that long. I would be grateful if you could help me.
Automatic translation:
Public
Public
1 hour ago
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.
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Public
1 hour ago
Dear Maysah11,
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.
- Could you please clarify if you still have access to your account?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Do I understand correctly that you completed KYC verification succesfully?
- Could you please share with me any relevant communication with the casino? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
