MyStake Casino - Se ha denegado la retirada del jugador.

Good evening,

A few weeks ago, I completed a bonus where I was given 10 free spins in the Plinko mini-game and won 7.3€. I had to bet that amount a hundredfold, totaling 730. By the end, I was left with 110€, but I could only withdraw 100€, as per the terms of the bonus. I chose to have the funds withdrawn via USDT on Binance, and nothing has come through yet. When checking my account, it says the operation was rejected. I reached out to support, but they were not helpful. I have not violated any laws and expect to receive my payout. Moreover, they've even taken away all the money I'd acquired, a total 110€. I hope you can give me some assistance.

Buenas noches,

Hace unas semanas complete un bono, me daban 10 tiradas gratis en el minijuego de plinko y saque 7.3€. Tenia que apostar esa cantidad por cien, en total 730, y al final de todo me quede con 110€ pero solo podia retirar 100€, porque eso era un requisito del bono. Retiro el dinero por USDT en Binance y no me llega nada, miro en la cuenta y me pone operacion rechazada, contacto con el soporte y no me ayudan en nada. No he infrigido ninguna ley y espera que me puedan dar el dinero y aparte en total me quitaron todo el dinero los 110€ que consegui. Espero que me puedan ayudar.

Hello MarkEL09,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Since when is the withdrawal pending? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good afternoon,

My account is not verified. I made the withdrawal more or less around 00:20 on September 5 and I connected to the casino account at 12:00 since I did not see any movement in my Binance wallet. In the casino's transaction history there is a notification that says that at 4:12:02 the withdrawal has been rejected and at 4:12:43 they completely withdraw the €110.95 bonus. In any case, since it can take more or less between 24-72 hours for the money to arrive, I waited until now without getting anything at all.

All the best.

Buenas tardes,

Mi cuenta no esta verificada. El retiro lo hice mas o menos sobre las 00:20 del dia 5 de septiembre y me conecte a las 12:00 a la cuenta del casino ya que no veía ningún movimiento en mi billetera de binance. En el historial de movimientos del casino hay una notificación que pone que a las 4:12:02 se ha rechazado el retiro y a las 4:12:43 retiran completamente los 110.95€ del bonus. De todas formas como mas o menos puede tardar entre 24-72 horas en llegar el dinero, yo esperado hasta ahora sin que me llegue absolutamente nada.

Un saludo.

Good night,

A few weeks ago I completed a bonus, they gave me 10 free spins in the plinko minigame and I got €7.3. I had to bet that amount times a hundred, a total of 730, and at the end of everything I was left with €110 but I could only withdraw €100, because that was a requirement of the bonus. I withdraw the money for USDT on Binance and I don't get anything, I look at the account and it says operation rejected, I contact support and they don't help me at all. I have not broken any law and I hope that they can give me the money and in addition in total they took all the money from me, the €110 that I got. I hope you can help me.

My account is not verified. I made the withdrawal more or less around 00:20 on September 5 and I connected to the casino account at 12:00 since I did not see any movement in my Binance wallet. In the casino's transaction history there is a notification that says that at 4:12:02 the withdrawal has been rejected and at 4:12:43 they completely withdraw the €110.95 bonus. In any case, since it can take more or less between 24-72 hours for the money to arrive, I waited until now without getting anything at all.

All the best.

Buenas noches,

Hace unas semanas complete un bono, me daban 10 tiradas gratis en el minijuego de plinko y saque 7.3€. Tenia que apostar esa cantidad por cien, en total 730, y al final de todo me quede con 110€ pero solo podia retirar 100€, porque eso era un requisito del bono. Retiro el dinero por USDT en Binance y no me llega nada, miro en la cuenta y me pone operacion rechazada, contacto con el soporte y no me ayudan en nada. No he infrigido ninguna ley y espera que me puedan dar el dinero y aparte en total me quitaron todo el dinero los 110€ que consegui. Espero que me puedan ayudar.

Mi cuenta no esta verificada. El retiro lo hice mas o menos sobre las 00:20 del dia 5 de septiembre y me conecte a las 12:00 a la cuenta del casino ya que no veía ningún movimiento en mi billetera de binance. En el historial de movimientos del casino hay una notificación que pone que a las 4:12:02 se ha rechazado el retiro y a las 4:12:43 retiran completamente los 110.95€ del bonus. De todas formas como mas o menos puede tardar entre 24-72 horas en llegar el dinero, yo esperado hasta ahora sin que me llegue absolutamente nada.

Un saludo.

Hello MarkEL09,

Would it be possible to forward every communication between you and the casino regarding this case to nikolas.b@casino.guru for further review?

Good night,

Yes, no problem, in any case they have denied me access to the website, it constantly tells me that the connection is not private, a privacy error.

All the best.

Buenas noches,

Si, sin problema, de todas formas me han denegado poder entrar a la pagina web, constantemente me pone la conexión no es privada, error de privacidad.

Un saludo.

Hello MarkEL09,

Still waiting for you to forward the communication between you and the casino to nikolas.b@casino.guru.

I am sending the complaint right now.

Ahora mismo envio la queja.

Hello MarkEL09,

As I did not receive any e-mail from you which I've requested multiple times, the complaint will be now rejected. We can reopen the complaint once you forwarded the requested information to nikolas.b@casino.guru.

Regards,

Nick