MyStake Casino - Player's withdrawal has been denied.

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.

I e-mailed the photo to 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?