The player from Italy is experiencing difficulties withdrawing funds because transactions to his preferred payment methods have been declined. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
MyStake Casino - Player's struggling to withdraw his winnings.
Amount: €4,948
MyStake Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good morning,
I've been trying to withdraw some of my funds for the past 10 days, but Mystake doesn't want to pay anything in any way. I state that already once with excuses they didn't allow me to withdraw incentive sums and in the end, continuing to play, I lost everything. I think it's a clear strategy for them.
However, to honor the cause and allow you to help me, I'll explain the history of the events, assuming that I'm verified and have already withdrawn other times in the past (before the episode described above).
I make the first withdrawal of the indicated amount and after two days they write me this "We are contacting you regarding your withdrawal issue. Please be informed that your transaction was not completed successfully. Please note that bank transfers won't be available.
In case you have any questions regarding the withdraw issue, please feel free to contact us at any time." I contact my bank and there are no problems. As I don't use cryptocurrencies and mystake only allows withdrawals with sepa and crypto bank transfers, I try entering a my other iban from another bank. Same answer and second withdrawal refused by them. For what reason? Contact my bank, says it has not received any request for transfer receipt. So they say false.
I decide to open an account for crypto. I create everything, I do the checks... I proceed with the request for a small sum to see if it works: €100 in dash. Procedure with Binance: receive payment, create payment to receive. 100€. they send me the link. I enter it in the withdrawal request. I get this message with the refusal "Hope this email finds you well. We are contacting you regarding the withdrawal issue that you have experienced. Please use a valid address in order to withdraw winnings successfully.". Same procedure, I try 200€ in bitcoin. I decline with the same message.
I don't know how to do it anymore. Can they refuse to pay by bank transfer? can they autonomously suspend the only withdrawal method with real money after I have always paid with credit cards and never with crypto?
Of course I can send screenshots of my rejected emails and withdrawals.
I ask for your help in recovering my money.
Thank you!
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1 year ago
Dear nicomasiello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.
Are you sure you provided the correct crypto address? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
I wrote an email to Mrs. Kristina. I can send you any kind of supporting demonstration. I specify that there can never be a reason to suspend bank transfers in the world, among other things having already received them from them in the past. All the more if I can provide more possibilities to receive them. So I would rule out all of that. Like last time, it's simply a dishonest attempt not to pay.
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1 year ago
Thank you for your reply, nicomasiello. I have not received the communication between you and the casino yet. Could you please forward it so we can proceed with this complaint?
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1 year ago
Dear nicomasiello,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
Unfortunately on the occasion mentioned above, not being paid by them, I continued to play and lost everything. And it's the second time it's happened. Of course it's my fault, but I think it's clear casino strategy, don't pay out hoping there is such a situation. It's happened to me before. My bad, but it is not ethically correct.
in any case, I poured a lot of money, I played again and tonight I withdrew the same amount. Which I won't retouch. During the day I'll let you know if they allow me to withdraw or if they will find the usual excuses.
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1 year ago
Translation
they refused me the transfer again. They are really incorrect. Contact me immediately please.
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1 year ago
Thank you for your reply, nicomasiello. Did the casino clarify why was the withdrawal rejected? Have you tried requesting it again? Which withdrawal method did you use?
Lastly, could you please advise how much money you currently have in your casino account?
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1 year ago
Translation
Luckily I managed, after several days of anxiety, to get my bitcoin withdrawals. Thank you for the support.
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1 year ago
Dear nicomasiello,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
