The player from Germany had made a withdrawal of €4600 via SEPA, but after two days, the casino informed him that the transfer had been declined by his bank. While the €600 had been credited back, the €4000 remained missing four days later. Despite having contacted support, he had not received a clear time frame for resolution. The issue was resolved after the player exerted pressure on the casino, resulting in the successful retrieval of his funds.
MyStake Casino - Player experiences delayed withdrawal of €4000.
Amount: €4,000
MyStake Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
MyStake Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
3 months ago
Translation
I made a withdrawal of €4600 via SEPA, split into two parts: €600 and €4000.
After 2 days, I received an email stating that my bank had declined the transfer 😂 and that the money would be credited back to my account, which is not a problem in itself. However, 4 days later, the €4000 has still not shown up. I made both withdrawals simultaneously. I have contacted them via Email, Live Chat, and at the bank. The money has disappeared. Supposedly, the support team is looking into it. My bank has never received a SEPA transfer of either €4000 or €600. The support team does not provide any time frame and acts as if their hands are tied.
Automatic translation:
Public
Public
3 months ago
Dear Ts61ts,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Were these your first withdrawals from the casino?
- Do I understand correctly the notification about the declined transactions came from the casino itself?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
3 months ago
Translation
In response to my questions in the live chat, I am simply told to wait and not to spam the chat every day, otherwise I will be blocked!😂
no clear explanation.
If 600€ come back but the 4000€ doesn't, I don't know, it's kind of weird 😂
Automatic translation:
Public
Public
3 months ago
If the issue with your lost funds persists, please share your recent interaction with casino support. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
Public
Public
3 months ago
Translation
After a lot of back and forth, I was finally able to get my money and withdraw it. Why can't I deposit again using the same deposit?
tip for other players: put a lot of pressure
Automatic translation:
Public
Public
2 months ago
Dear Ts61ts,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
