MyStake Casino - Player believes that their withdrawal has been delayed.

Dear Curaçao Gaming Control Board,

I am writing to formally lodge a complaint against MyStake.com regarding their handling of my account verification and withdrawal process. I believe their actions are unjustified and intended to delay or prevent the release of my funds.

I opened an account with MyStake.com on February 5, 2025,(username : hintline) and promptly completed the Know Your Customer (KYC) verification process as required. My account status was changed from "non-verified" to "verified" following their review. I proceeded to place bets on the platform and even successfully withdrew 60 USDT, which was processed within approximately 1.5 days.

However, after continued betting activity, I suddenly found myself unable to place bets due to a maximum bet limit set to 0. Since I could no longer use my account as intended, I decided to withdraw my remaining balance of 274.18 USDT. At this point, customer support informed me that my verification was no longer sufficient, despite my account having already been verified. They requested that I complete additional verification steps, including submitting a selfie video holding a piece of paper with my name, surname, date, and username, while also verbally pronouncing these details.

I complied fully with their request and submitted the required video. However, they responded by requesting the exact same verification again, claiming the video was not recorded using a selfie camera—despite the fact that it was. Nonetheless, I recorded the video again, ensuring compliance with their instructions, and resubmitted it.

Since then, I have not received any further response from MyStake.com, nor have my funds been released. Given the circumstances, it appears that these additional verification demands are being used as a deliberate strategy to delay or withhold my rightful withdrawal. This conduct is unacceptable, particularly as it occurred after my account had already been verified.

I strongly believe that such practices must be closely monitored and addressed with strict regulatory oversight. Allowing operators to manipulate players in this manner not only damages trust in the industry but also sets a dangerous precedent for unethical behavior. A platform that initially verifies an account, processes withdrawals, and then suddenly imposes additional verification hurdles—only after the player attempts to withdraw larger funds—raises serious concerns about their intentions.

Dear kobalt120,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear kobalt120,

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 kobalt120,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.