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

am lodging an official complaint against Stake regarding two separate missing withdrawals that have failed to arrive in my bank account, despite the casino claiming they were successful.

The casino provided two transaction receipts from their payment processor, Bilderlings Pay Limited, showing the following outgoing transfers to my bank:

Payment ID P20260630-RQP3RR: Completed on 30 June 2026 at 13:35 for 58,00 €.

Payment ID P20260701-95X2MM: Completed on 1 July 2026 at 09:05 for 58,10 €.

My bank's international payments team has conducted a thorough investigation using all the information displayed on these receipts. They have explicitly confirmed that no matching funds exist anywhere in their system. The bank states that these basic payment slips lack the necessary routing information to trace cross-border banking issues. They require either a UETR (Unique End-to-End Transaction Reference) tracking code for each payment, or for the sender (Stake) to launch an official tracer investigation from their side.

When I contacted Stake's customer support to request these tracking references, they were entirely dismissive, unhelpful, and rude. They completely refused to open a trace or provide the UETR data required by my bank to locate the missing funds.

Since the funds have been permanently deducted from my casino balance but never credited to my bank, they are lost in transit. I request that Casino Guru intervene to force Stake to provide the valid UETR tracking codes or launch a formal payment query with Bilderlings Pay Limited to retrieve my money. I have attached both payment receipts as evidence. This is the second time this has happened but with a different casino as per my first complaint

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Dear Sam1507,

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

Please note: Freshbet and my Stake are operating on the same platform network and utilizing the exact same customer support desk. I have faced identical unhelpful responses and missing SEPA withdrawals from both brands via their payment processor, Bilderlings Pay Limited

Dear Sam1507,

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.

Dear Sam1507,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru