The player from Baden-Württemberg has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
MyStake Casino - Player’s winnings haven’t been received yet.
Amount: €20,000
MyStake Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Mystake is refusing my withdrawal after I was already fully verified and had previously successfully withdrawn €500.
I always paid via Mastercard with Apple Pay using the same credit card.
Now, however, they want another credit card verified.
My bank support and Apple Pay support were each able to assign this number.
my suspicion is that this number was generated by Apple Pay but is nowhere visible and therefore not verifiable.
Bank statements with all payments that I have sent have also been sent
I hope you can help me.
Best regards
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1 year ago
Dear jm66h6wny2,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
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The payouts have already been rejected, so I created the post.
Then I'll wait for the final answer from the support but I have no hope
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1 year ago
Thank you for your reply, jm66h6wny2. Have you made any successful withdrawals before? Do I understand correctly that you do not recognize the card number?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
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Exactly I have already successfully paid out 500 euros before and now that it is a larger sum they suddenly want more proof.
I will forward emails
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1 year ago
Translation
greetings
You need to verify this card: 535563XXXXXXXX15. As we see, these cards don't match.
Best regards,
drakes
I have received this email several times now. And after my Google search, the first 6 digits of the credit card show that this credit card belongs to Dansk Bank, which I do not own 100 percent.
so I can't look up anything anymore
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1 year ago
Card was verified successfully now. I will gave an update when the money is transferred to my account.
thank u very much for ur help
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1 year ago
Great news! I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment. Thank you.
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1 year ago
Dear jm66h6wny2,
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
Money was transferred yesterday
Post can be closed thanks ☺️
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1 year ago
Dear jm66h6wny2,
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
