The player from Austria faced issues withdrawing her winnings of €350.75 due to unclear deductions claimed by the casino, which referenced terms and conditions she believed did not apply to her situation. Despite being fully verified, she consistently received the same standard response when inquiring about her withdrawal. The Complaints Team, after reviewing the situation, determined that they could not evaluate the case properly due to insufficient insight into the specifics of sports betting. Consequently, the complaint was rejected as they were unable to provide further assistance.
MyStake Casino - Player's winnings are being withheld.
Amount: €963
MyStake Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Other
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
Hello dear Casino Guru team.
I have had a problem with the operator for several months now. They have withheld my balance/winnings for reasons I cannot understand and have also claimed 20% of any deposits. The terms and conditions are quoted here but they do not say anything or do not apply to me and I have felt helpless and cheated. Now they do not even want to pay out the remaining balance of €350.75 and I keep getting the same standard email when I ask why I cannot pay out: Hello,
Thank you for contacting us!
Please note that the winnings were deducted due to violation of the Terms and Conditions. You are welcome to withdraw the remaining funds in your account.
Should you have any questions or require further clarification on this topic, please do not hesitate to contact us. We are committed to providing you with the support you need.
Best regards,
Peter
I am fully verified and don't know what to do. I haven't used any bonuses or anything else. I just won and wanted to withdraw the balance.
I hope you can help me..
Best regards
Petra Z***
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
Dear PetraZ82,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Do I understand correctly that you accumulated your winnings from a deposit?
Additionally, if there is any other relevant communication between you and the casino, please forward it 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 very much in advance for your reply.
Best regards,
Kristina
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1 month ago
Dear PetraZ82,
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 month ago
Translation
Good morning, if I remember correctly I played a lot of badminton games. I can't say exactly how much I played in the casino
Yes, I only deposited once and actually managed to win.
Best regards
Petra
Automatic translation:
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3 weeks ago
Thank you for your reply, PetraZ82. Please understand that if you focused on sports betting and your winnings have been confiscated, the casino probably detected activity that led to this decisio. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
