MyStake Casino - Withdrawal of player's winnings has been delayed.

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Dear dwiedingo,

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,
Complaints Resolution Center

Dear dwiedingo,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Leider hat sich nichts verändert. Die drei Auszahlungen fehlen immer noch. Mein Konto ist seit mehreren Jahren verifiziert und Auszahlungen klappten bislang immer problemlos.

Im Livechat bekomme ich vom Support immer dieselben Antworten:

"We sincerely apologize for the inconvenience and the delay you have experienced. Please be assured that the relevant team is actively managing your case and is currently working to resolve your issue. Once the investigation is complete, we will provide you with all updates via email. Rest assured, your funds are secure and will not be lost at any point. We appreciate your understanding and patience as we work to assist you further. Thank you for your cooperation.

Make sure that this case is prioritized, and you will receive an answer as soon as possible via email. Thank you for your patience and understanding once again.

I truly understand that waiting for the investigation to end can be frustrating, but I want to make sure that your funds are secure and will not be lost. The relevant team is actively managing this matter, and once the case is resolved, you will receive an answer as soon as possible."

Ich bekomme aber auf Nachfrage keine Überweisungsbestätigung vom Support. Ich bekomme auch keine "Updates" per E-Mail. Der einzige Kontakt erfolgt, wenn ich im Live-Chat nachfrage und dort kommen nur Standardantworten.

Ich habe auch mehrfach nachgefragt, ob es Probleme mit dem Account gibt, aber es wurde mir mehrmals versichert, dass alles in Ordnung ist. Wie bereits erwähnt funktionierten Ein- und Auszahlungen ansonsten problemlos.

Dear dwiedingo, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?

Thank you very much in advance for your reply.

Ja, ich habe bereits mehrfach erfolgreich ausgezahlt.

Nein, es hat nichts mit einem Bonus zu tun.

Anbei habe ich alle wichtigen Screenshots geschickt. Mein Account ist wie bereits erwähnt seit Jahren verifiziert und aktiv. Ich habe 2 Auszahlungen vom November hinzugefügt, die problemlos auf meinem Bankkonto angekommen sind. Bisher hat immer alles geklappt. Ich habe ein Bild von der Bonusseite hinzugefügt. Ich habe auf mystake noch nie einen Bonus aktiviert oder benutzt.

Anbei sende ich noch die verschiedenen E-Mails und antworten von mystake. Es sind immer dieselben Standardtexte. Mein Fall wird überprüft, es braucht noch Zeit, das zuständige Team ist eingeschaltet, der Fall hat Priorität, aber nichts passiert.

Ich habe sogar bei dem Zahlungsabwickler von mystake "OBPays" angefragt, der meistens Einzahlungen bei mystake bearbeitet. Ich hatte gehofft, dass OBPays auch für Auszahlungen zuständig ist. Sie antworteten mir, dass für meine IBAN keine Auszahlung vorgesehen ist, d.h. mystake hat das Geld nie losgeschickt.

Dear dwiedingo,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Hello dwiedingo,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MyStake Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Das Geld wurde mir mittlerweile auf mein Spielerkonto zurückgebucht (nachdem Lucia den Fall hier übernommen hat). Ich bin nun auf der Suche nach geeigneten Auszahlungsmöglichkeiten, da mein Konto für den Zahlungsverkehr gesperrt wurde.

Danke @Casino Guru für die Übernahme des Falls und die Kontaktaufnahme mit MyStake. Ohne euch hätten die mich wahrscheinlich noch Wochen auf mein Geld warten lassen.

Dear dwiedingo,

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, 

Lucia S 

Casino.Guru