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

I signed up to the casino 14th Feb. Deposited £50 first no bonus and then another £100 later on again no bonus. I played slots and sports for around 12 hours and went from £100 up to £2500 at the highest. Once I realised a cash out was on I verified my account with no issues. I carried on playing all day today 15th February and tried to withdraw at 7:30 pm. The account said I couldn’t as I needed to be verified. I contacted live chat who said I needed to send proof of payment option via email and I could withdraw my balance but my account had been limited due to a company decision. I emailed them my information and they replied saying they had closed my account due to duplicate accounts and are refusing to pay my winnings. I have never had an account here before. Today is the only time Iv ever verified myself on to an online casino.

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Dear Utbmitchy,

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

Hi. The casino emailed me to say that they believe I have had an account her before and they chose to close the account due to this. This is not true I haven’t had an account here before. They emailed me to send many documents for verification so I could withdraw the funds which I have done on numerous occasions and then the withdrawal was allowed to be requested. Now I have checked and they have refunded my deposit instead of paying out my winnings. I was verified before winning the money and I signed up with all of my details so I’m not sure how they allowed me to wager thousands if they think it’s a duplicate account (which it isn’t) I have asked them to provide me some proof of the other account but they won’t.

They have now voided all winnings. Not paid my withdrawal of £860 and said I can have 80% of my £100 deposit back. This is ridiculous. I verified my account before playing. Lost a £60 deposit. Went again with a £100 deposit. Played slots and sports betting for over 24 hours and won £2500. Ended up finishing on £860 am when I tried to withdraw then it became an issue. They have personal information of mine that they refuse to share to prove their point. Criminals

They have given me my last deposit - 20% back which is disgraceful. Iv never had an account here before and I verified before even depositing. They owe me £800

Dear Utbmitchy,

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.

Hi. No they just closed my account with a generic pre written email listing their terms and conditions. I asked them if they could provide me with proof but they said they are unable due to regulations

Still waiting for casino guru to respond. They closed my account and took the winnings despite me verifying befor depositing

Dear Utbmitchy, 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?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla