MyStake Casino - Player’s winnings have been delayed.

Won a sports bet, 1350€. It's been nearly 5 days and I haven't received a cent in my account. It said bank transfer takes 0-3 days. Their website says "success," but no money has arrived.

Dear Andycurt,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

It's been 6 days now, still no money I received. They have sent a document with information about my address and their and bank details and that the payment was made on the 4th 6 days ago. But no money has arrived

On the 7th day, I get an email that says

"Please be informed that your transaction was not completed successfully.

We kindly ask you to change your Bank and IBAN or payment method for a successful withdrawal"

I've entered the correct information, but I don't know what to do now. Iban and my bank are correct and should work, they are trying to cheat me out of money and that they are not trying to pay it out. Have verified everything, have screenshots of all withdrawals and what was now denied, also a document sent by them that the money would be sent. Know that they will continue to write like this even if I enter another Iban account, it will not help, they will write the same email again. So I need help because I don't think I will see them here 1350€ otherwise.

Still haven't received the money. Mystake says that my bank is denying or that there is something on my Bank's side that makes it not go through, but my bank says that there is no problem with withdrawals and payments from Cyprus from where it is sent, and that I have so I can receive from abroad. My bank also can't find any evidence or the like that Mystake has sent any money. The only thing Mystake writes is to test or else IBAN and bank or another method to withdraw the money, but all other methods are in crypto

Please forward me all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

Tested with other methods as well but the money still comes back to the game account and says that it is not possible to withdraw.

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. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you tried withdrawing your winnings via cryptocurrencies?

I tried to withdraw them via bank transfer, which I have talked about with my bank and should work as well as possible since I have set up so that I can receive money, and that the countries they send from are countries that leave without errors and therefore easy to implement. Also tested payment via Binance Pay and was "rejected" there as well, have tried two other things and they didn't work in Sweden. So have come to the conclusion that my money is stuck on their side and there is nothing I can do about it. Their game site is crap

Thank you very much, Andycurt, for providing all the necessary information. 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 in the near future.

Hello, Andycurt,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, please note if something was wrong with the unsuccessful bank transfer to your bank account, which the casino informed you about, it makes no sense to try withdrawing to the same payment method. In addition, it usually does not depend only on a casino and a final user's bank.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear MyStake Casino team,

Could you please explain the player's situation in more detail? Can you provide us with clear instructions on how he could withdraw his winnings?

also tried withdrawing with binance pay and was rejected then as well. All other methods are nothing I can do.

Hello @Andycurt,

Your withdrawal is rejected by the bank thus you should consider that you won't be able to withdraw with the same bank for 6 months. You should use another bank account or change the payment method.

Kind regards,

My withdrawal is not rejected by the bank. Have spoken to them and they have looked up you and the payment history between you and my bank and they can't find anything coming from your side at all. From the country you pay out, i.e. Cyprus, there are no problems with my bank either. Have tried other methods but also get denied. Have given up now you can keep my €1350, the whole company is fake and a scam.

Thank you both for your replies.

Dear Andycurt,

I can see only SEPA payments in the screenshots you provided earlier. Can you please provide us with details of another bank account or payment method (crypto e-wallet) you allegedly tried to use to request a new withdrawal request according to the casino's instructions you received via email?

There may be several intermediaries between the casino's payment method and the final "destination" (your payment method), and it might not be in the casino's power to influence the process on their side. Since they are able and willing to process a payment to an alternative payment method, giving you options on how you can withdraw your disputed winnings, I would not call it fake or scam.

It is not difficult to open a crypto e-wallet or bank account (with a working IBAN and virtual/physical bank card) online. Therefore, if it is impossible to make a successful withdrawal to your original payment method, for any reason, but there are other possible withdrawal options, I strongly recommend you use an alternative payment method to withdraw.

Can you please inform us about the type of payment method you chose to try and once you request a new withdrawal with it?

We will wait for your updates.

Dear Andycurt,

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.

Have given up on the money, know that neither I nor you can do anything. It's a scam website so no matter what I do the money won't come out.

Dear Andycurt,

The situation was explained. For some reason, it is not possible to make a withdrawal to your original payment method, and you will have to choose an alternative one or use a different bank account.

In addition, I asked you some questions but you have not answered them yet at all. You are the one who is dragging the process out now. Please look at my previous posts, especially the questions I asked you, and provide us with clear answers and updates.

Please note that it does not work like you submit a complaint and someone will resolve your issue instead of you despite it being clarified and you being informed about options on how to proceed. Players are also obliged to cooperate fully to resolve their issues. So, if you fail to cooperate and follow the casino's instructions (using a different bank account or a different payment method for a withdrawal), we will not be able to help you anymore and will be forced to think about complaint closure/rejection.

Thank you for understanding. Looking forward to hearing answers and updates from you.

I have entered 3 different bank accounts and nothing works. I can't change banks just to test if this works. All other ways to withdraw are crypto and nothing I can do, binance pay I also tried to make an account and entered what you needed but was denied there.

Alright, Andycurt. Thank you for the clarification.

Did you also fully verify the payment method used with Binance Pay?

Dear MyStake Casino team,

Can you please check the user's withdrawal requests that were rejected? What was the reason for their rejections? Can you provide him with instructions on how he could withdraw his disputed funds via Binance Pay?

Jag gjorde ett konto och fixa sakerna där och skrev in de siffror som behövdes för en utbetalning, men vill inte ens ha pengarna dit jag vill ha det på bank överföring, och eftersom det "tydligen" inte går med min bank som mystake säger så finns det ingen lösning för detta. Trots att jag har pratat med min bank där dom sagt att det inte ens har kommit en försök till överföring från mystakes sida och att landet dom mystake skickar pengarna ifrån är ett land som inte ska vara några problem alls för att ta emot pengar och skicka. Jag har testat 3 olika Iban nummer till olika konto inom samma bank men dom nekar varje gång, jag kommer inte skriva kontrakt och fixa en ny bank bara för att försöka om detta funkar, det kommer inte funka med en annan bank heller dom försöker bara luras. Det säger i mystakes villkor och regler att Sverige är ett land där utbetalningar går till, och att sätta in pengar det går med hur många sätt som möjligt men inte när man ska ta ut. Löjlig sida

I made an account and fixed things there and entered the numbers needed for a payout, but don't even want the money where I want it by bank transfer, and since it "apparently" doesn't work with my bank as mystake says, there is there is no solution for this. Even though I have spoken to my bank where they said that there has not even been an attempt at a transfer from mystake's side and that the country that mystake sends the money from is a country that should not be any problem at all to receive money and send. I have tried 3 different Iban numbers for different accounts within the same bank but they refuse every time, I will not sign a contract and fix a new bank just to try if this works, it will not work with another bank either, they are just trying to be deceived . It says in mystake's terms and conditions that Sweden is a country where payments are made, and money can be deposited in as many ways as possible, but not when you have to withdraw. Ridiculous site

Dear Andycurt,

If the problem is with your bank, it is understandable that other IBANs from the same bank will not work. In addition, I am not sure how can you or your bank know where the casino's bank resides. Online casinos use different payment methods, which can differ for deposits and withdrawals, as well as the names of the sender/receiver, which you see in your bank statements or payment method transaction history. So, if your bank claims there was no attempt for a transfer (which they very likely cannot know or find out on their side), how could they know where the sender's bank resides? It makes no sense at all... As mentioned, please note that the casino does not have to send money from the same payment method as the one used for deposits.

Let's wait for the casino's response.

Thank you for your patience and understanding.

Hello,

The user should use another IBAN and bank in order to withdraw. In another case, we can't make a transfer.

Kind regards

Greetings all,

Dear MyStake Casino team,

Unfortunately, you probably missed my questions.

"Can you please check the user's withdrawal requests that were rejected? What was the reason for their rejections? Can you provide him with instructions on how he could withdraw his disputed funds via Binance Pay?"

If he has crypto options in the cashier for withdrawal, and he cannot withdraw back to his bank account, why cannot he use them for withdrawal?

Would the casino be able in such a case to make an exception and allow the player to use someone else's payment method (bank account in a different bank) to withdraw his winnings?

Hello,

The user can also withdraw via crypto. The IBAN that the user uses is problematic when making a transfer.

Kind regards

Dear Andycurt,

I can see you also requested a withdrawal through Binance Pay and that it was rejected.

Did you receive further information on why the withdrawal was unsuccessful?

Can you please try to request a withdrawal via crypto again and inform us about all the details - how you proceeded, what crypto e-wallet (type) you used, and what exactly you submitted as the receiving e-wallet address (where you found it in your e-wallet)?

Please note that withdrawal via crypto e-wallet requires a specific address for withdrawing funds/crypto to your e-wallet, and depending on a particular e-wallet, it is possible that it may differ from the e-wallet address. If you do not have so much experience with withdrawing to crypto e-wallets, I strongly recommend you find a manual about withdrawing to your particular crypto e-wallet (withdrawing to it or receiving payments), and proceed accordingly.

Looking forward to hearing from you.

Dear Andycurt,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you, MyStake Casino team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru