The player from Ukraine had requested a withdrawal of $1000 that had been rejected. The casino had also removed her ability to make further withdrawals, with the justification that her account was under review. The player had claimed that she had passed all necessary KYC verifications and her winnings were not tied to any bonus. The casino had stated that the player's account was under investigation due to suspicious sports betting activity. We had received evidence from the casino indicating that the issue primarily pertained to sports betting. As our team did not have the expertise to handle sports betting-related complaints, we were unable to assist the player further and had to reject her complaint. We had advised the player to seek assistance from platforms that specialize in sports betting disputes.
MyStake Casino - Player's withdrawal has been denied.
Amount: $1,644
MyStake Casino
Safety Index:HighOther
REJECTED
Case summary
Good day! I put on a withdrawal of 1000$ after a while I go to the account and see that the withdrawal was rejected and removed the ability to make a withdrawal, what right do they have to withhold my funds? Support says that my account is under review. I believe that this is fraud
Dear kamilamedvedeva6,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise if you passed the full KYC verification?
Have you accumulated your winnings with or without an active bonus?
What types of games did you play?
Could you kindly specify since when exactly your account has been under review?
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
1 Completely passed
2 No bonus
3 Casino and sports
4 After withdrawal request, which is yesterday
Please forward me any communication between you and the casino that could be relevant to our investigation. My email address is veronika.l@casino.guru. Thank you.
Thank you very much, kamilamedvedeva6, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 kamilamedvedeva6,
I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite MyStake Casino to join the conversation.
Dear MyStake Casino,
Can you please provide information on why is the player's withdrawal not processed? Is there any particular reason for the player's account review?
Hello,
This user is under investigation by the sports department. The problem we have is dishonest sports betting.
Kind regards
Dear MyStake Casino,
Please forward the findings of your security team after the investigation ends to me at michal.k@casino.guru to assess the case.
Hello,
As far as we know, Casino Guru doesn't look into complaints from sports players — not you?
Kind regards
Dear MyStake Casino,
Yes, we don't deal with sports betting-related complaints. We don't have enough insight into sports betting, and we wouldn't be able to competently judge all the pros and cons. However, I would appreciate it if you could provide me with a brief description and supporting evidence (a player's game activity log, for example) that this complaint is solely related to sports betting.
Unfair sports betting? This is because I managed to win some money) can you give proof that there was some kind of violation? Otherwise I will consider it as a long-term withholding of my money, if you do it for winning 640$ then I have no desire to play here further, just give me my money and that's the end of it.
Hello Michal,
We have sent you an email regarding that complaint, kindly review it.
Kind regards
Thank you for the email, MyStake team,
Dear kamilamedvedeva6,
We have received information from the casino, that you have violated the casino's T&Cs through suspicious gameplay in the sportsbook associated with the bets you placed. This activity was flagged by their security team, as previously communicated by the casino team. While we did receive information about your involvement in one casino game too, the issue at hand pertains solely to sports betting. Unfortunately, we are unable to assist you in this matter, as our services do not currently cover sports betting. We lack the necessary expertise to provide accurate advice on sports betting intricacies and cannot competently evaluate all aspects of the situation. Consequently, we regret to inform you that we must reject your complaint. We appreciate your understanding.
You can try to submit a sports betting-related complaint on these websites:
https://www.bookmakers.bet/submit-a-complaint/
https://www.top100bookmakers.com/contact-us/
https://www.sportsbookreview.com/sportsbook-complaint/
We’re truly sorry we couldn’t be of more help in this case.
If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.
Best Regards,
Michal
Casino Guru
