MyStake Casino - Player’s withdrawal has been delayed.

Hi,

For the last month, I've been unable to withdraw my balance from MyStake and their sister casinos.

When contacting support they always claim my account is pending investigation however no progress has been made in the last month. In addition my account is already fully verified so they have no reason to block my withdrawals.

Dear BenTheBacker,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

How long has your account been under investigation?

Have you received any email from the casino explaining the reason for the investigation of your account? Is it related to your verification or the gameplay?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

1. I mainly did sports betting
2. Since the 31st of May
3. Talking over live chat and email they claim an "investigation" however they won't tell me what for
4. The winnings are without a bonus

Thanks

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

Hi,

I’ve just forwarded all the emails.

Thanks

Thank you for your emails. Can you please let me know what other types of games you played aside from sports betting? I want to point out that if this investigation involves your bets on sporting events, we will not be able to take on the case as we do not deal with matters related to sports betting.

I used all the iGaming features the site had to offer. This includes games, sports and the casino's own mini-games. So my funds are a mixture.

Thank you very much, BenTheBacker, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 BenTheBacker,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a MyStake Casino representative to join this conversation and participate in resolving this complaint.

Dear MyStake Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Hello,

The user has sent us a threatening email stating that the player will request a chargeback after the withdrawal, which damages all companies. Therefore, we must require the user's agreement to quit engaging in such activities before we can approve the withdrawal. Otherwise, we will be unable to do so.

Kind regards

Hi,

To be clear I stated I would be raising chargebacks if my withdrawal was not processed. (Which it still hasn’t been)

If my withdrawal is accepted both of us will be able to submit evidence to our associated banks to show the issue was resolved privately.

Thanks,

Ben

Hello,

We will investigate that issue and get back to you soon.

Kind regards

Great thanks

Hello,

In this case, we can send you a form where you should prove to us that after the withdrawal you don't request the chargeback and won't complicate the situation. Do you agree with that?

Kind regards

Hi,

Yes that would be easier for both of us. However to be clear I will be expecting to receive the withdrawal before cancelling the chargeback proceedings on the value of my withheld funds on MyStake only.

Additionally, I was told by my back the fees associated with the chargebacks for you would be around £500 due to having to raise them on each individual deposit. So yes, I believe processing the withdrawal manually would be financially better for you, and a quicker solution for me.

In this instance, we will send you a document that requires your signature to confirm your agreement to the terms of the acceptance which include refraining from requesting a chargeback after the successful withdrawal.

Kind regards,

Mystake team

Great okay

Hello BenTheBacker,

Please, let me know once you provide the casino with the signed document.

I'll be awaiting your reply.

I’m still waiting to receive the document to sign

Still no update from mystake...

Dear MyStake Casino,

Could you send the document to the player to sign?

I'll be awaiting your reply.

Hello Stefan,

We will send you that document via email and please provide the user as well.

Kind regards

Hello BenTheBacker,

Could you provide me with the email address where you want to receive the document?

I'll be awaiting your reply.

Hello BenTheBacker,

I sent you an email with the attached no-claims agreement. Please sign it and send it to the casino. Let me know once you do that.

I'll be awaiting your reply.

Hi,

There seems to be a miscommunication between the Casino representative here and their support team as this was the response I received, which implies they will not be sending the money.

As the chargeback time limit is closing in quite fast, I would appreciate it if the withdrawal is handled as soon as possible

Hello,

Please sign the document and after that, we can enable you to withdraw your funds.

Kind regards

Hi that was the response I received when sending the document

Hello BenTheBacker,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello BenTheBacker,

Did you manage to sign the document?

I'll be awaiting your reply.

Hi Stefan,

Hope you had a good holiday!

In terms of the document I signed it and sent it to them, however they responded with my account is still under investigation

Dear MyStake Casino,

The player signed and provided you with the necessary document. Could you explain why the player hasn't been paid yet and his account is under investigation?

I'll be awaiting your reply.

Hello,

We didn't receive the signed document. Please send us it; after that, we can hurry up the withdrawal process.

Regards

Okay I’ll resend the document

Dear MyStake Casino,

Please, let us know once you receive the signed document.

I'll be awaiting your reply.

Hello @BenTheBacker,

Could you specify to us where you sent that document, we checked our support email and there isn't any doc.

Kind regards

Hello BenTheBacker,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

okay

Hello all,

I have sent an email to both stefan.m@casino.guru and Support@mystake.email with a signed document agreeing to no claims against MyStake.com if my full account balance is withdrawn.

Thanks,

Ben

Dear MyStake Casino,

I have received the email from the player. Did you manage to receive it too?

I'll be awaiting your reply.

Hello,

We have received the document and now the user can withdraw the funds from the account. After that process, the account will be closed.

Kind regards

Hello BenTheBacker,

Did you manage to request a withdrawal?

I'll be awaiting your reply.

Great thanks, I've just received the withdrawal.

Additionally, I understand MyStake is part of the Santeda International Limited network. So, would you be able to unlock my account on your sister site, Donbet, if I sign a document for them as well?

Hello,

Such issues aren't our business so we can't help you in this case.

Regards,

Dear BenTheBacker,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Stefan, Casino.Guru