The player from Spain submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the issue was resolved.
MyStake Casino - Withdrawal of player's winnings has been delayed.
Amount: €6,308
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
Public
Public
1 year ago
Translation
Hello, my problem is with the Mystake online casino. They say that a card needs to be verified. I have sent them the bank statement where you can see the information they ask for and they ignore me, they reply without mentioning the bank statement that I have sent them in order to verify. the card in question.
they don't want to pay
Automatic translation:
Public
Public
1 year ago
Dear Alex141214,
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
Public
Public
11 months ago
Dear Alex141214,
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
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