MyStake Casino - Player's account is under investigation, and the withdrawal is delayed.

MyStake has put my account under investigation for no apparent reason why. I have around €2100 in my account and would like to withdraw it. I went to do so previously and it worked but I cancelled the withdrawal to change it to a different withdrawal method. When I went to try again it said that I need to contact live support. I did so and they told me my account was under investigation. I then asked as to why this was the case but they haven’t disclosed any reason. I have no idea how long I have to wait for this investigation to happen. All they said was "please wait for an update via your email". I have been using the same account for over 2 years have verified all my cards and identification and now that I have won a substantial amount to withdraw they decide to do this. I’m very disappointed as I was signing the praises about this site.

Dear olivernewton567,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you chosen a withdrawal method that you already used for withdrawals in the past? Have you made any deposits with this payment method? Is it verified?

Have you accumulated your winnings with or without an active bonus? What types of games did you play? Were they slots, live casino games, or did you participate in sports betting?

When was the last time you communicated with the casino customer support regarding the investigation of your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi. I was withdrawing to a method I’d used before to deposit with and withdraw to. I won the money on live casino without any bonus. The last time they communicated with me was yesterday. However they are being very vague about the whole situation. Not explaining why my account is under investigation. They’ve only told me to wait for an email. Will this email take a few days? A few weeks? A few months? Who knows. All I have been told is my account is under investigation with no reasoning. This is very stressful for me as I don’t know if I’m going to be able to ever withdraw that money and have read on other sites that investigations can take months!

Update. They have told me "Dear Oliver,

Thank you for your email!

Please be informed that unfortunately, we are not able to provide the reasoning, it is per our company's sole decision.

Kindly ask you to be patient and wait for the investigation to be over.

Have a great day!

Best regards,

Lincoln / Support agent"

So I have no answer as to why my account is being investigated and how long this will take. I’m extremely disappointed with the customer service.

I have been informed that the investigation is due to a fault on the casinos side and not down to my doing. Hopefully I’ll have my account back very shortly.

Here is the most recent email I received,

"Dear Oliver,

We hope this email finds you well

We are truly sorry for causing you such distress. We assure you that you have not violated any rules, there was a technical issue on our side, we have the account under investigation and it will be reinstated in the near future."

Thank you very much, olivernewton567, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@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 in the near future.

Hello olivernewton567,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite MyStake Casino’s representatives to join this discussion in order to resolve this issue.

Dear MyStake Casino,

Could you please provide an update on the status of the player’s withdrawal request? Additionally, could you please explain the reason for player's account investigation?

Best Regards,

Jakub

An update.

They have told me there was a technical glitch with Evolution and have reduced my balance from €2097 to €311!!!

"We are contacting you regarding your account.

Please be informed that on 8th of May, incorrect winnings were received from Playtech, which have now been nullified. You can use the current balance as you wish

In case of questions, feel free to contact us any time!

We will be looking forward to hearing from you.

Have a great day."

Surely this is not fair. I didn’t notice a glitch and if I knew that the money I was playing with wasn’t mine then I’d have been more cautious with how much I was staking!

All I can say I am truly and utterly disappointed with what’s happened. I was led to believe that all money in my account was able to withdraw. I have ended up spending money that I thought I’d be receiving from my account and am now left in financial worries and stress. I thought MyStake was a good reputable trustworthy company. How could something like this happen in the first place? It isn’t my fault that an error had occurred. Why should I suffer that a technical issue has happened from a third party resulting in me in not having money that was reflected in my account balance. I had many rounds on PowerRoulette over a lengthy period of time so I’m not sure how they’ve decided that my winnings are only €311 even after the fact I’d staked €100 a round for multiple hours.

I believe this is totally unfair and a wrongdoing by MyStake. It seems they are just trying to claw back money they lost due to their own fault. To be left with 15% from my €2100 balance is just criminal. PlayTech is at fault for this so why should I, as a customer, be suffering.

Hello olivernewton567,

I'm genuinely sorry to hear about your experience, and I want you to know that I truly understand your disappointment. It's important to recognize that errors like this can sometimes occur unintentionally, without any ill intentions from the casino's side.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

I'd like to kindly ask MyStake Casino to provide all available evidence from the game provider that could substantiate the claim that winnings were earned due to a technical error. You can send the evidence to my email address (jakub.m@casino.guru).

Thank you in advance!

Mystake has now blocked my account. How disappointing. I sent a complaint email to their team and they’ve now blocked my account. Also to your previous email. This happened over live casino and the money did not suddenly appear in my account but was accumulated over many rounds of power roulette. My issue is that I was playing with my funds and funds that I apparently didn’t win so how can they come to a decision that I only won €311 over a couple of hours of time when my average spin stake was €50-€100 at a time. Also casino guru, is it fair that they have now blocked my account?

There has been no update today.

Hello,

The player's winnings were duplicated as a result of an issue with the game provider; therefore, the excessive funds have been deducted from the player's account.

We are still having to wait for the provider to send us proof.

Kind regards,

Mystake

Dear MyStake Casino,

Thank you for your response! Could you provide an estimated timeframe for when we can expect the evidence to be provided?

Hello Jakub,

We have already sent the evidence.

Kind regards

There has been no evidence sent just a screenshot of an article in their terms and conditions. There’s no proof to show that there was a glitch.

Hello everyone!

Thank you, MyStake Casino, for providing supporting evidence, including your own game logs and those from the game provider.

The logs clearly demonstrate that the winnings in question were obtained without any bets being placed, which was due to a technical glitch in the software.

I understand your frustration, olivernewton567. Unfortunately, in situations like this, there's little we can do but accept it. Technical issues are common across all industries, and it's often challenging to pinpoint blame.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Jakub