MyStake Casino - Player’s struggling to withdraw his winnings.

First of all, I am fully verified on their website. I have made deposits totaling 1958 usd and currently have 3700 usd in my account that I want to withdraw.

According to Mystake's terms and conditions, it says that you clearly can make a withdrawal of 7500 euro per week. They tell me that I can withdraw a maximum of 500 usd a week. That is not right. Why should they own terms and conditions change just for me? I have been scammed by another book exactly this way before, they will let you withdraw what you have deposited and then they will close your account. When I asked the operators on Mystake if they can guarantee that this won’t happen they told me that they couldn’t. This is all big red flags for me, especially when they made me wait a whole month before they accepted my video Kyc. 

I have followed their terms and conditions and have not broken anything, I have given them anything they asked for and they cannot give me a reason or a proper answer to why they are doing this.

I really hope that you can help because a serious book dont behave this way.

Dear 434am,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Did you receive any explanation why your winnings have been split into installments? Which payment method you have opted for? Have you accumulated your winnings with or without an active bonus? Could you please forward any relevant communication between you and the casino? My email address is petronela.k@casino.guru.

Meanwhile, I have checked the general terms and conditions, and this is what I found (here):

"12.   WITHDRAWAL AND REFUND POLICY

The minimal amount for withdrawal is 20€ or an equivalent. The maximum amount for withdrawal depends on the payment method you use. If the requested amount exceeds the limit of a particular payment system, the amount will be withdrawn in installments.

...

The maximum withdrawal amount processed to a player is 7,500 € per week and 15,000 € per month or equivalent, unless otherwise specified in the Terms and Conditions of a specific promotion. Exceptions may be made to Players with a higher VIP level, if any, at the Company’s sole discretion."

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

Best regards,

Petronela

I have not received any explanation to why they have chosen to do this. They simply refuse. All they say is that it's a company decision. 

I used Litecoin to make my deposits at Mystake. I didn't choose to use any bonuses at all.

Yes, as you clearly can see the maximum amount of withdraw that you can make per week is 7,500 Euro. 

Somehow they changed the rules just for me.

Thank you very much, 434am, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello 434am,

I will assist you with the complaint from now on. I'll contact the casino a ask for the explanation.

MyStake Casino,

Could you explain why 434am's withdrawal is limited to 500 USD a week? Are 434am's winnings to be paid out in full?

Hello,

As we have checked, the user is a sports winner. Some suspicious bets were noticed, that's why our proper team decided to give make some restrictions. As for now, the player is able to withdraw 500 USD per week.

best regards,

This is the first time I've heard you say this. I have asked you so many times why you are just letting me withdraw 500 USD per week and you never said it was because of this.

Second of all I think this is pure nonsense. I haven't placed any suspicious bets at all, can you please share what's suspect about it? Im a very fair player and haven't violated anything.

You are the ones who are acting suspicious. You made me wait for over a month before you approved a video KYC and now you are going to let me withdraw what I have deposited before you are going to scam me and close my account. This is what shady operators do.

Hello all,

Thanks for the explanation to the MyStake Casino team.

Dear 434am,

Please note that since your withdrawal limit was adjusted due to an issue that is sports betting related, this complaint will be rejected as we don’t have enough insight to take on this kind of issue.

Regardless, I hope your withdrawal will continue smoothly from this point on, and if you wish to pursue this further, I emailed you suggestions of websites that deal with these sorts of issues.

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 issues with any online casino in the future.