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

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

Amount: £600

MyStake Casino
Safety Index:High
Submitted: 10 Sep 2024 | Case closed : 06 Oct 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 month ago

The player from the United Kingdom had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The complaint was not resolved as the player did not respond to the Complaints Team's inquiries, which prevented further investigation. Consequently, the complaint was rejected.

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1 month ago

I requested a withdrawal of £600 using SEPA transfer using an IBAN number I have used successfully in the past. I checked on the status and it has been rejected with no reason supplied. I have not received an email to explain why it was rejected and I don’t have any notifications in my account.

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1 month ago

Dear ERidz,

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

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1 month ago

My withdrawal has been processed and rejected and the balance returned to my casino account, so I don’t think this is a case of waiting for approval. The case was opened as I am disputing why the withdrawal was rejected.

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1 month ago

Dear ERidz,

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.

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1 month ago

Dear ERidz,

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.

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1 month ago

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.

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