The player from the United Kingdom had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The Complaints Team had informed him that withdrawals typically took time to process and had advised patience while the casino completed the necessary verification. After the recommended timeframe passed without resolution, the player had expressed frustration over losing his balance, leading to the closure of the complaint as no further assistance could be provided.
MyStake Casino - Withdrawal of player's winnings has been delayed.
Amount: £1,600
MyStake Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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1 month ago
Hello , so the kyc team told me to verify a card that I used to be able to withdraw my funds.Here is the problem I do recognise this card at all as I only use bank transfer . I have spent thousands on there with nothing in return .
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1 month ago
Dear clinz2003,
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.
Meanwhile, can you please forward a screenshot of your deposits from the casino matching with the details from your bank statement to nikolas.b@casino.guru?
Best regards,
Complaints Resolution Center
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1 month ago
Dear clinz2003,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 month ago
Dear clinz2003,
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.
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1 month ago
Couldn’t withdraw the money and then after I gambled it all away , since I knew I wouldn’t get the money .
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1 month ago
Dear Clinz2003,
I'm sorry to hear about the loss of your balance. Please note that when requesting a withdrawal, it’s important to allow at least 14 days for processing. Once a balance is lost, unfortunately, there is nothing further we can do to assist.
With that in mind, we will now proceed to close this complaint. However, please don’t hesitate to reach out to us if you encounter any issues with online casinos in the future.
Best regards,
Nick
