MyStake Casino - Player's not able to request a withdrawal.

I am fully verified, and have not had any problems depositing and withdrawing upto the point when I won big. I had my withdrawal rejected, I was told that I had to lower it as I was nearing the €7500 limit for the month. I did that and resubmitted my withdraw. It was rejected a couple of days later, I asked why? I was emailed that I had to verify my debit cards. I did this and received a email stating that "they are now fully verified" I was told I would need to make a new withdraw, but when I tried it came up as "you do not have permission to make any withdraws". I emailed them and asked why when I just verified my cards. They said my account is now under "investigation" but won't tell me why or any time frames. I won the money on a slot machine without any bonuses. I feel they are trying to scam my fairly won winnings out of me.

Hello Buster180,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that €7,799 (dispute value) is currently being held in your account due to this issue?

Could you please advise when exactly you received the last withdrawal from this casino?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

email sent to the above address. Yes I am disputing €7799. This screenshot was taken this morning from my transaction history. Thanks.

Thank you very much for your reply and emails, Buster180. Do I understand correctly that you tried to withdraw your recent winnings with the same withdrawal method you used before?

Good morning, yes that is correct. I haven't changed my deposit / withdraw method and or card used. I use the swift option everytime. Thanks.

Thank you very much Buster180 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Buster180,

I apologize for my delayed reply and I am sorry to hear about your unpleasant situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MyStake Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear MyStake Casino Team,

Could you please clarify the player's situation? Why did the process get stuck? What next steps should the player take to speed up the process and access all the features of a casino account?

Thank you in advance for providing the information.

Hello Branislav,

The account of the user is under investigation, so it's limited until the process is fully completed.

According to our T&C, ''The Company reserves the right to hold the withdrawals for the time needed to investigate violations of the Terms and Conditions and/or applicable laws on part of the Player''.

We have direct communication with him regarding the issue and let him know what is necessary in order to speed up the process.

This website is a scam. I have been more than helpful. They have invade my personal space by getting all my bank statements off me and still no reply.. If they do not pay in the next 48 hours I am going to the BBC, fraud police, and filling a complaint to who they are affiliated with.

Dear Buster180,

This is a common process of verifying and reviewing a player's account. I recommend that you wait until it is completely done and, if necessary, provide the casino with the information it will require.

If the casino's terms and conditions were not breached, there are no doubts the casino will pay you your winnings. However, your patience is more than necessary in this matter.

Could you please provide me with an update? Is there any progress on your issue?

They requested my Bank statements showing all deposits made to their casino. I have sent this to them via email and they clearly show all deposits made to them via my VERIFIED debit cards. Why verify cards and people if you have all this hassle when it comes to cashing out winnings?! As for my patience, it's starting to wear thin as we are into the second month of waiting. I hope they can sort this out sooner rather than later.

This case can be closed now. The casino has ended their investigation and I am now free to withdraw my winnings 🙂 thanks for your help.

Great news! Thank you very much, Buster180, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, too, MyStake Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru