MyStake Casino - Player's withdrawal has been denied.

Good evening,

A few weeks ago, I completed a bonus where I was given 10 free spins in the Plinko mini-game and won 7.3€. I had to bet that amount a hundredfold, totaling 730. By the end, I was left with 110€, but I could only withdraw 100€, as per the terms of the bonus. I chose to have the funds withdrawn via USDT on Binance, and nothing has come through yet. When checking my account, it says the operation was rejected. I reached out to support, but they were not helpful. I have not violated any laws and expect to receive my payout. Moreover, they've even taken away all the money I'd acquired, a total 110€. I hope you can give me some assistance.

Hello MarkEL09,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Since when is the withdrawal pending? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good afternoon,

My account is not verified. I made the withdrawal more or less around 00:20 on September 5 and I connected to the casino account at 12:00 since I did not see any movement in my Binance wallet. In the casino's transaction history there is a notification that says that at 4:12:02 the withdrawal has been rejected and at 4:12:43 they completely withdraw the €110.95 bonus. In any case, since it can take more or less between 24-72 hours for the money to arrive, I waited until now without getting anything at all.

All the best.

Good night,

A few weeks ago I completed a bonus, they gave me 10 free spins in the plinko minigame and I got €7.3. I had to bet that amount times a hundred, a total of 730, and at the end of everything I was left with €110 but I could only withdraw €100, because that was a requirement of the bonus. I withdraw the money for USDT on Binance and I don't get anything, I look at the account and it says operation rejected, I contact support and they don't help me at all. I have not broken any law and I hope that they can give me the money and in addition in total they took all the money from me, the €110 that I got. I hope you can help me.

My account is not verified. I made the withdrawal more or less around 00:20 on September 5 and I connected to the casino account at 12:00 since I did not see any movement in my Binance wallet. In the casino's transaction history there is a notification that says that at 4:12:02 the withdrawal has been rejected and at 4:12:43 they completely withdraw the €110.95 bonus. In any case, since it can take more or less between 24-72 hours for the money to arrive, I waited until now without getting anything at all.

All the best.

Hello MarkEL09,

Would it be possible to forward every communication between you and the casino regarding this case to nikolas.b@casino.guru for further review?

Good night,

Yes, no problem, in any case they have denied me access to the website, it constantly tells me that the connection is not private, a privacy error.

All the best.

Hello MarkEL09,

Still waiting for you to forward the communication between you and the casino to nikolas.b@casino.guru.

I am sending the complaint right now.

Hello MarkEL09,

As I did not receive any e-mail from you which I've requested multiple times, the complaint will be now rejected. We can reopen the complaint once you forwarded the requested information to nikolas.b@casino.guru.

Regards,

Nick