MyStake Casino - The player's withdrawal is delayed.

I have already previously verified account and made a withdraw request 19days ago. They rejected it and asked a verification video that i provided them straight away. Now they are just delaying and delaying watching my 10sec video. They only say that they will review my video but when they don't say? It is not possible that they need 3weeks to watch 10sec video. They are just scamming their customers and their funds.

Hello kaidimaar,

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 since when exactly is the verification process ongoing? Do I understand it correctly that every document have been verified already? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

My account was already fully verified (address document, photo of id, live face recognition). 3weeks ago when i tried to withdraw first time ever from Mystake they asked me an extra video verification that i sent to them the same day. It was 19days ago. Every time i ask what is going on, they say that relevant department is reviewing it and i have to wait. Why does it take to watch 10sec video 3 weeks? That is far from normal. They have time to answer me that they are reviewing but not the time to actually watch my video and verify it?

Hello kaidimaar and thank you for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear kaidimaar,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best 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 the resolution of this complaint.

Dear Spin MyStake Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can she expect the payment?

Thank you in advance for providing the information.

Kind regards,

Štefan

Hello,

As we have checked, our proper team has received the documents for video verification. Please be informed that video verification requires some time.

In addition, we are investigating the user's sports bets. It will take some time, due to we are waiting for the answer from the provider of Sportsbook. We are trying our best to finish the investigation as soon as possible, but please keep in mind that checking the bets requires some time.

As we receive the final result, the user will be notified via email.

Best regards,

It has been 30days since i sent 10sec video for verification, how hard is it to watch it? And what are you talking about betting investigation. You have not once said anything about betting investigation during having account at your site. I have had an account for 4-5 months at least. You just make up new things just for not to give people their money back. i did some digging and seems that compaints and bad reviews against Mystake and sister sites Rolletto, Goldenbet and Freshbet are just piling up last couple of months. For me it just seems that they are having bad times and don't have money to pay out to customers. Clear as day.

Dear MyStake Casino,

When do you expect the player's account to be checked?

I am looking forward to your response.

Kind regards,

Stefan

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

The user is a sports winner, and that's why we are investigating the bets.

We kindly ask the user to wait for any kind of update via email from our proper team.

Best regards,

You have not given a single answer in 40days to my email. Is this normal? You are watching verification video for more than a month now? Are you kidding me? What a bunch of lies. Mystake clearly just hasn't got money to pay out to its customers. Look at all the complaints that have come in recently. All of them with same scenario.

Hello Stefan,

The account is still under investigation, and video verification is part of this investigation. We are still waiting for the final answer from the sportsbook provider.

The Company reserves the right to hold the withdrawals for the time needed to investigate violations of the Terms and Conditions and/or applicable laws on part of the player.

Please be informed that the withdrawal option is temporary off and during this time the balance on the account will be the same.

Best regards,

Almost 2 months (51days) and nothing has changed. What do i have to do to get my money back? I have sent everything that was requested. Pictures of id card, utility bill, video verified myself through their webpage, made a video they requested few days later...absolutely everything but these scammers just don't give a rats ass. Steal peoples money without consequences. I feel so stupid trusting Mystake with my money. I read the reviews but still thought it would be fine. I hoped Casinoguru can probe them and get them to pay, but i am losing hope. Only legal actions can be answer from here i think.

Now in here they talk about a violation of Terms, but they haven't addressed about this in any of emails or in chat. Not once in 51days. Nothing. I hope Casinoguru doesn't believe this bs. I don't know why they continue to lie after lie. At the end of the day, they have to give customers their money back. Voluntarily or through legal actions. I will fight until they pay and hope Casinoguru helps me with it.

Hello Kaidimaar,

The investigation may take quite some time when it comes to suspicious sports bets. The fraud department needs to check every single detail with sportsbook providers. It can last up to 6 months.

We have no reason to hold the winnings unless there are some suspicious activities.

Please be patient. Your winnings are not confiscated. Once the investigation completes, you will be notified.

If we confirm that there was nothing you have done wrong, you will be able to withdraw funds without issues.

Dear Stefan,

Since we have not completed the investigation, we are not able to add any news. We don't treat the users unfairly. And we never confiscate the wins unless we have proof of their wrongdoings. Considering that, I hope you will close the case for now.

Best regards,

What the hell are you talking about. What suspicious activity? You have not once informed me about it, while i sent you all the documents you requested. You are just delaying your payout and come up with excuses. How long it has been now? Over 2 months of delays? This is not by any means normal. Look at all the complaints in casino.guru and other forums and platforms. Full of delays and not paying out to customers in last 3-4 months. Just be honest and don't hide behind "suspicious activity" excuse. There was no problem for you for months, i didn't do anything unusual or odd and only after i requested my first withdraw, then all of a suddenly i am accused of "suspicious activity". Same pattern to all of the customers who have requested a withdraw. Pathetic.

Casinoguru, what do you suggest, how and when should i start legal actions against Mystake?

Dear Kaidimaar,

I can only suggest you wait until the casino checks your betting activity.

Dear MyStake Casino,

Is it possible to check the player's betting activity faster? Up to six months is quite a long time. Thank you very much for understanding.

Kind regards,

Stefan

Hello,

The investigation is still going. We kindly ask you to wait for the final answer. We try our best to complete it as soon as possible, it will be our top priority.

Best regards,

"Top priority". What a joke. Only reason for not paying out is lack of liquidity. They are waiting new customers to bring in new money and maybe then i have hope to get my money out. House of cards. I tried to book a lawyer but first available time i got to meet is in 2weeks. Hopefully then i can start making progress taking legal actions.

Hello,

The account of the user is under thorough review. The investigation may take some time (4-8 weeks from now), since the case is being looked into with the sportsbook provider.

We are sorry that she has to wait so long. However, finishing the process is not totally up to us as a third party is also involved.

Best regards, 

Ofcourse, lets extend and extend "investigation". It has been already 80 days since i requested a withdraw and they locked my account. Why would anyone with clear head think that you are telling truth after 3 months of delays and new excuses. Complaints are piling up against Mystake and things look grim. Hopefully my meeting with a lawyer next week gives me clear instructions how to proceed forward against Mystake. Things will get ugly.

Hello,

We want to inform you that the investigation is already finished. The user can withdraw 500 EUR per week. We hope this solution will be acceptable to both sides.

Best regards,

Lol my theory was correct as i can see. Mystake doesn't have liquidity. Putting people on a waiting list as "investigation" happens. They need to get new money in to pay out old customers. Letting people wait for months (in my case 3 months) and then putting on a 500eur limit per week is clear indicator of that. i hope Casinoguru takes notes of that and puts Mystake as a high risk casino for people to use. I truly hope i can get my money out before it collapses. With 500eur limit per week its 3weeks. Fingers crossed.

Dear Kaidimaar,

Please let me know once you receive the first payment of 500€.

I am looking forward to your response.

Kind regards,

Stefan

Yes i received my first 500eur payment.

Dear Kaidimaar,

Thank you for the provided information. Please let me know once you receive the second payment of 500€.

I am looking forward to your response.

Kind regards,

Stefan

Dear kaidimaar,

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.

Yes i received the second payment yesterday. I hope next week i am able to withdraw my last money stuck with them.

Dear Kaidimaar,

Thank you for the provided information. Please let me know once you receive the last payment.

Thank you very much in advance.

Kind regards,

Stefan

Just received my last payment. This 3 months has been a constant headache and Mystake has truely been worst bookmaker i have ever seen. Pure scam in open daylight. I can't believe you still haven't changed their rating and reputation after all those complaints that have piled up against them. Probably i am one of the few lucky ones who got out my money just because showing some pressure against them. I hope you issue a warning to all customers not to deposit any money to Mystake or its sister sites.

Dear kaidimaar,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan