The player from Italy has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The complaint was rejected because the player didn't respond to our messages and questions.
MyStake Casino - Withdrawal of player's winnings has been delayed.
Amount: €1,300
MyStake Casino
Safety Index:HighSafety Index
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8.9
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I am unable to withdraw, as after verifying the account, I cannot send the required documents (credit card) sent via another email of mine via the email used for registration, as with the other email the address kyc@mystake.com it is not valid.
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2 years ago
Dear giuseppepalazzo1687,
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
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2 years ago
Translation
The problem is that my withdrawal is always refused, because it is not possible to send the documents requested by my alice email, while with that of yahoo I sent them, but I am told that I must necessarily use the registration one. it's impossible!!!!
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2 years ago
Translation
The case has worsened, I keep telling them that my registration email does not allow them to communicate with their IP address, and despite having sent all the requested documents and my account is verified, they continue to reply with the same email, which I have to send the documents with the email I registered with.
SCAMS, VERGONA
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2 years ago
Thank you for your reply, giuseppepalazzo1687. Have you tried contacting the casino's live chat or general support email regarding this issue?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.
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2 years ago
Dear giuseppepalazzo1687,
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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2 years ago
Translation
Yeah .. but they kept telling me the same things.
Eventually I had to close my account.
They lead you to exasperation.
It's a shame.
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2 years ago
giuseppepalazzo1687, did you have any funds left in your account when you closed it?
