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

Hello!

I deposited 2800€ to MyStake.com using Skrill. Before i did that i fully verified my account and got the confirmation that my account is fully verified. After playing slots, blackjack and winning 2-3 sport bets (wagered around 5-6k playing) i wanted to withdraw.

MyStake wanted screesnhot of my skrill account (as standard) provided it. Got an email it is veryfied now.

Got an E-Mai, that they want a video of me holding my ID and a piece of paper with some info on it they told me in the email to put on. Did it. Got an E-Mail that the video is verified.

Wanted to cashout my deposited and won money, but withdrawl is disabled.

Asked about why it, they told me account is under investigation and it will take up to 6 months to resolve it.

They did the very exact same thing to my Rolletto.com account as well (same company as i found out later on because exact same emails and same payment provider).

I asked why i am under investigation and what they accuse me of, since all i did was playing casino games and sport bets without using any bonus or whatsoever.

The replied, that they do not tell me and that they will inform me about the outcome and ponited to their T&Cs telling me that they can withold cashouts, but it does not say, that they can without giving me any reason and also not my initial deposits.

I don't mind having any investigation, i did nothing wrong and i am working in the gaming industry my self for 12 years now, that is why i did not use any bonus because i did not want to check for max bet, max payout,...

I can provide you with the whole email chain between me and them if you want.

Best Regards

Paul P***

Dear shipitclown,

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

Dear shipitclown,

Have you received your withdrawal from the casino yet?

Hi!

It is not about the withdraw.

They cancelled my withdraw put my account under review and deactivated the withdraw option.

The account is fully verified.

Proof of ID

Proof of Adress

Proof of ID with a Video provided by me.

They simply tell me that my account is under investigation and tell me that they do not need to provide me with the reason what the investigation is taking place and told me it can take up to 6 months.

They did the exact same thing to my rolletto.com account which seems to be the same operator because their payment provider ist the same and i got the exact same email from the exact same support agent. On rolletto.com i even got 1 cash out before putting my account under investigation

Only filled this one complaint here because i guess it makes no sense to have 2 complaints at the same time about the same issue.

here are some screenshots for you.

Thank you for your reply, shipitclown. Have you made any successful withdrawals before?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina!

I E-Mailed you the complete communication.

With MyStake i did not have a successful withdraw.

Wir Rolletto.com i was able to withdraw 1500€ and after that my 2nd withdraw was cancelled and account got the exact same restrictions as the MyStake account.

Cheers

Thank you very much shipitclown for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.

thank you.

cheers

Hello, shipitclown,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MyStake Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear MyStake Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What is the estimated time frame for finishing the account investigation? The mentioned 6 months seem to be a bit too long.

Are you able to look at the same issue in Rolleto Casino, or would it be better to file a separate complaint?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello Branislav,

The player is a risky sportsbook player. His account is under investigation due to suspicious bets and activities.

The maximum timeframe is 6 months. However, investigation might take less, varying from player to player.

Once the investigation ends, we will inform the player.

Rolletto might be related casino, but we don't share the same management. Therefore, please don't include Rolletto complaints on Mystake.

Best regards,

Hello.

A risky sport betting player?

I was able to place 1 day of bets worth around 2000€ on games you offered and made less than 2000€ profit on those bets.

Could you please explain what is risky on a player that decided to place bets on 3 different teams and played plenty of blackjack hands with a minimum bet of 40€ a box and you are withholding my deposited many with the money i won?

Investigate as much as you want on my profits but it seems odd that you keep my 2800€ that i deposited because i bet on regular soccer games.

Seems super random.

I am happy to provide you with about 10.000€ in loss betting slips on the exact same teams on other days.

LOL

And i would happy to provide casino.guro with the bets i placed but oddly my betting history on mystake is wiped out and shows none of my history anymore.

which also seems super professional from your casino.

As mentioned i am more than happy to not be customer at your casino anymore. cash out what is mine because i deposited it and won and close my account, but at the moment i am giving you interest free loans on money that i deposited.

Greetings all,

Thank you, MyStake Team, for providing the explanation.

Dear shipitclown,

What type of games did you play in MyStake Casino the most often? Can you please confirm that most of your winnings were obtained by playing sports betting?

As for the issue related Rolleto Casino, based on the information above, I recommend you submit a new separate complaint.

As mentioned in my message. My gaming transactions was removed from

the account. i would guess i made like 1600€ profit over all and 1400 from 1 day of sports betting.

as you can see in my poster screenshots i was depositing 2800€ and the total amount of money on my account is 4200€

so we are talking about 1400€ in profits from a sooooo risky sports better.

Thank you, shipitclown, for your confirmation.

However, as you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue, and after gathering the necessary information from all involved, it is clear that the investigation and allegations relate to sports betting. Therefore, I am forced to close your complaint as "rejected".

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, or directly to the authority that regulates the casino.

Anyway, if it is convenient for you, we can continue our communication through e-mail (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Best regards,

Branislav, Casino.Guru