MyStake Casino - Player claims that payment has been delayed.

I withdrew on 27.09 via SEPA bank transfer, 3x withdrawals

1-3 business days was the timescale, so I gave it until 02.10

On 02.10 I received 1x withdrawal. I am still 2x withdrawals outstanding.

MyStake sent proof that they sent the payments, I have contacted my bank who have said they can seen no forthcoming payments, I have also contacted Bilderlings who MyStake bank with as per evidence provided and they will not assist further other than saying the payments have been sent.

MyStake said they payments could bounce back to my account, but nothing has done so yet. So I am without over 600gbp in money that I am owed, where do I go from here?

As far as MyStake understand I should have it, but I don't, it is so frustrating and I am going round and round in circles with their payment team on email.

Please help me!!!

Dear Chazman333,

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 Chazman333,

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 Nick

No, no resolution as yet. Still no funds in my bank nor re credited back to my account.

I wouldn't mind so much if I didn't have them all, because I'd know I probably just need to wait a little longer, but it's the fact I received one withdrawal, but not the other two. They are saying they've done all they can because they've sent it, their bank has said the same thing to me also but they've only given me very very limited responses as I'm not a customer of that bank. My bank cannot see any blocked incoming payments either.

So how do we fix it!? It's getting to the point where I think I will never see this money!

Update! If you guys did something, thank you, because I have finally received my funds!

Dear Chazman333, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru