The player from the United Kingdom had been trying for three days to withdraw their winnings, but the casino kept asking them to change the IBAN. However, they couldn't do so as this was the only number they had from their bank. We attempted to assist the player and provided guidance on possible reasons for the withdrawal delay such as unfinished KYC verification or a high volume of withdrawal requests. We also extended the complaint response time by 7 days. However, due to lack of response from the player, we were unable to proceed with the investigation or provide potential solutions and had to reject the complaint.
MyStake Casino - Player’s withdrawal delayed due to IBAN issue.
Amount: £350
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
I have tried to withdraw my money from here now for 3 days they keep telling me to change my IBAN number I cannot change my IBAN number when this is the only one my bank provides
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2 months ago
Dear Kayleahdevlin95,
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.
- Could you please advise if you were offered any alternative payment method to withdraw your winnings?
- Was your account, including the payment method, successfully verified in the past?
Normally, 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,
Petronela
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1 month ago
Dear Kayleahdevlin95,
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
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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