MyStake Casino - El jugador aún no ha recibido las ganancias.

I have requested a £604.45 withdrawal from mystake casino which has now been pending for over 5 days. I have provided all the requested information Proof of Address, ID copy and my account is fully verified.

I have chased multiple times for a response with chat, they said they would ask relevant team to get in touch but I haven't received any responses. 

My withdrawal status is still stuck in processing for long time. On their website it stated 3 days to process withdrawal.

Can you please help settle this case for me.

Dear joko334,

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

Hi,

This is been resolved, can you close the complaint please.

I have received the funds.

Dear joko334,

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