The player from Austria has been waiting for three weeks for two bank withdrawals totaling EUR 4,500 from MyStake, which were marked as 'Completed' but never arrived. She has contacted her bank and the casino, but MyStake refuses to provide necessary documentation for payment tracking or official bank confirmations.
MyStake Casino - Player’s withdrawals are delayed and missing.
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Waiting for Casino Guru to reply
6d 15h 37m 18s
MyStake Casino
Safety Index 9.6 Very highCase summary
Discussion
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yesterday
Translation
I am filing a complaint regarding two missing bank withdrawals from MyStake totaling EUR 4,500.
The payouts were marked as "Completed" on May 1, 2026, but the money never arrived in my account at UniCredit Bank Austria.
I received PDF payment confirmations from MyStake, but they do not include a UETR or IMAD number. The money still hasn't arrived.
Almost a month has passed now.
I have contacted both UniCredit Bank Austria and Pictures Bank/Bilderlings. Both confirmed that only the sender can initiate payment tracking or investigation. Despite repeated requests, MyStake refuses to initiate payment tracking, provide MT103 documents, SEPA end-to-end references, UETR tracking numbers, or any official proof that the transfers were actually received in the banking system. To date, neither withdrawal has been received, no refund has been processed, and no official bank confirmation has been provided. The documents sent by MyStake only show an internal "Completed" status and do not appear to be official bank confirmations. I demand immediate clarification of the payments, official bank documents to track both withdrawals, or the crediting of both withdrawal amounts to my MyStake balance. If necessary, I can provide PDF payment confirmations, screenshots, and the chat/email history with support.
Automatic translation:
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8 hours 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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8 hours ago
Hello,
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.
- Have you made any successful withdrawals before?
- Could you please forward your bank statement covering the relevant period? You can reach me via email at attila.g@casino.guru.
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,
Attila
