MyStake Casino - Withdrawal of player's winnings has been delayed.

Hello,

I face a situation with Mystake.

First I want to Say that my account is fully verified (Kyc) and that I have made several withdraws successfully in thé past with Mystake.

After a period of several significant wins (sports bet).I requested a withdraw of 2000€ on april 17th.

The withdraw was rejected on april 18th and they asked me for an additional verification if I want to withdraw : a selfie vidéo with ID document and a paper mentioning several informations (username, full name, date, name of website,...). I sent thé requested vidéo on 18th april.

Live support chat told me that it can take up to 48h to review my vérification vidéo.

I reached live chat support today as 48h had passer and I had received no answer.

This Time they told me that they cant say how much time it will take to review my vérification vidéo !!!

I am worried because this follows a period of significant winnings on my side and that they have also suspended my ability to bet on the sport where I made all my winnings while I can still bet on other sports such as soccer or tennis.

It looks like they dont want to validate my vérification to prevent me from withdrawing my winnings.

Could you please help me ?

Thanks

Dear Glyf38,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello

I wanted to let you know that situation is solved and that i was able to withdraw my money.

Thanks

Dear Glyf38,

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,

Kristina

Casino.Guru