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

I registered at the casino on September 25, made a deposit and received a bonus. I have fulfilled the conditions for wagering the bonus. I sent documents. I was asked for a video with a document. I sent this video. And I received a message that my account was fully verified. I also received this message: "Also, be informed that your account is under investigation. Please keep in mind that the investigation might take up to 6 months and as long as your account is under investigation, you will be restricted to use your account". And I can't order the first payout.

Dear shapelyj,

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

Hello. Kristina!

My account is fully verified. But I am not allowed to order a payment. This is the email the casino sent: "You are unable to request a withdrawal due to the fact that your account is under investigation.

During the time of this investigation, you will have limited access on your account." And this investigation can take up to 6 months. Why is it taking so long?

Dear shapelyj,

Have you received your withdrawal from the casino yet?

Hello, Kristina! I still haven't received the payout.

Thank you very much for your reply, shapelyj. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Christina.

This is the message the casino sent me: "informed that your account is under investigation. Please keep in mind that the investigation might take up to 6 months and as long as your account is under investigation, you will be restricted to use your account. You are unable to request a withdrawal due to the fact that your account is under investigation.

During the time of this investigation, you will have limited access to your account.

Once we have an available update, we will contact you via mail."

Thank you very much shapelyj for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello shapelyj,

I will assist you with the complaint from now on. First, I would like to ask the representatives of MyStake Casino to join the discussion in order to explain their decision to block your account.

MyStake Casino,

Could you explain your decision to put shapelyj's account under review and prevent him from withdrawing his winnings?

Hello Tomas,

The user is the sports player. He made some suspicious bets that require investigation. 

Our relevant team needs to check everything with sports betting provider which will take some time. We are doing our best to complete the process as soon as possible. He will not be able to withdraw winnings until the investigation ends. 

Best regards,

Hello all,

thanks to the MyStake Casino team for their reply.

Dear shapelyj,

Unfortunately, we do not have a branch that deals with sports betting complaints. While this is something that we may do in the future, we currently do not have enough insight into sports betting to be able to advise you correctly. Unless there is anything else we can assist you with, the complaint will be rejected.

Всем здравствуйте. Уважаемое MyStake Casino я могу помочь в расследовании моих ставок?

Hello shapelyj,

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier since we don’t have a branch dealing with sports betting yet, we will now close the complaint as 'rejected'