MyStake Casino - Player's withdrawal hasn't been received.

I withdrew they said I need to verify. So I verified then they said they had processed my withdrawal and sent me a receipt. The money has never reached my bank. They keep saying it is being investigated or it needs to change departments and I need to be patient. The time scales they provided for investigated have long passed and I still don’t have the money. There are a lot more emails but I can’t upload them all I have also provided them bank statements at their request to prove I haven’t received the withdrawal.

Dear shaynie_8892,

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

Is this the first time you requested a withdrawal from this casino?

Have you checked the screenshot of the transaction provided by the casino to see if all your personal information including the number of your bank account was filled out correctly?

Have you tried contacting your bank if the transaction has not been suspended by them?

When was the last time the casino communicated with you about this matter?

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

Best regards

Veronika

Hi,

yes it was the first time I withdrew.

all the information of the screenshot is ok.

spoken to my bank multiple times nothing has come in or attempted to they cannot trace it only sender can.

received another email from them yesterday with a different department saying they wanted bank statements sent them over.

asked bank if they can just refund all my deposits as they haven’t held up their end of the bargain they said no.

please let me know if you have anymore questions.

many thanks

shaynie

Thank you very much, shaynie_8892, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you shaynie_8892 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MyStake Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello,

The withdrawal is paid from our side successfully, please check the attached file sent via email.

Kind regards

Hi this has definitely not been paid and there was no attachment on you email?

Sorry disregard my previous reply. I sent the same attachment but the payment was never received and I have sent bank statements to them. They have sent me sever real email saying this is being looked into even since my first complaint in here and passing it to different departments yet I still have not received the withdrawal

Thank you for the update shaynie_8892.

Dear MyStake Casino representative, do you require anything that could help with the investigation of the situation? Thank you in advance!

Hello,

The issue is already investigated, we sent the proof via email, if you require another kind of doc please let us know.

Kind regards

Thank you for the update MyStake Casino representative.

Dear shaynie_8892, can you forward me the information provided to you by the casino for review? You can provide any information to my email. (peter.c@casino.guru) Thank you in advance!

Dear shaynie_8892,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.