MyStake Casino - El retiro del jugador se retrasa debido a una investigación de la cuenta.

Hello, I registered with Mystake in March 2026 and made a deposit on March 23rd. I received a casino bonus and started playing. I fulfilled the bonus wagering requirements as usual and then wanted to withdraw my winnings of €992. I completed the KYC verification before attempting the withdrawal. My withdrawal was rejected with the following comment:

"Dear Maysah,

We hope you find this email well.

We sincerely apologize for any inconvenience this information may have caused.

Please note that an investigation is currently underway regarding your account.

Kindly note that the company reserves the right not to disclose specific details regarding the reasons for this investigation.

We kindly ask for your patience during this process. Rest assured, once there are any updates regarding your account, you will be promptly notified by the relevant department.

Should you have any further questions, please do not hesitate to contact us.

Have a wonderful day!

I contacted the casino again 3 weeks ago and asked for an update, they replied that I should still wait.

It's been almost four months now. No examination should take that long. I would be grateful if you could help me.

Hallo, ich habe mich bei Mystake im März 2026 registriert und am 23.03 eingezahlt. Ich habe einen Casino Bonus bekommen und ich habe angefangen zu spielen. Ich habe die Bonusumsatzbedingungen ganz normal erfüllt und wollte dann meine Gewinne in Höhe von 992 Euro auszahlen. Das KYC hatte ich erledigt, bevor ich versuchte auszuzahlen. Meine Auszahlung wurde abgelehnt mit folgendem Kommentar:

"Dear Maysah,

We hope this email finds you well.

We sincerely apologize for any inconvenience this information may have cause.

Please note that an investigation is currently underway regarding your account.

Kindly note that the company reserves the right not to disclose specific details regarding the reasons for this investigation.

We kindly ask for your patience during this process. Rest assured, once there are any updates regarding your account, you will be promptly notified by the relevant department.

Should you have any further questions, please do not hesitate to contact us.

Have a wonderful day!"

Ich habe das Casino vor 3 Wochen nochmal kontaktiert und um ein Update gebeten, sie antworteten dass ich immernoch warten soll.

Es sind mittlerweile fast 4 Monate vergangen. So lange kann keine Untersuchung dauern. Ich würde mich freuen, wenn ihr mir helfen könntet.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Maysah11,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify if you still have access to your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Do I understand correctly that you completed KYC verification succesfully?
• Could you please share with me any relevant communication with the casino? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hello, thank you for your reply.

1. I still have access to my Mystake account, however I cannot request a withdrawal. The withdrawal field is grayed out.
2. I played slots.
3. I have already completed the KYC process.
4. Here are the screenshots of the entire email history.

Hallo, danke für eure Antwort.

1. Ich habe noch Zugriff auf mein Mystake Konto, allerdings kann ich keine Auszahlung beantragen. Das Feld für Auszahlung ist ausgegraut.
2. Ich habe Slots gespielt
3. Ich habe das KYC bereits abgeschlossen
4. Hier die Screenshots des gesamten Email Verlaufs

Dear Maysah11,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear Maysah11,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawals were not yet processed?

Thank you in advance for providing the information.

Greetings,

Thank you for reaching out.

At the moment, the user's account is under investigation, which means it will remain temporarily limited until the review has been completed.

As outlined in our Terms and Conditions, "The Company reserves the right to hold withdrawals for the time needed to investigate violations of the Terms and Conditions and/or applicable laws on the part of the Player."

We understand that waiting for this process to be completed can be frustrating. Please know that the user has been informed of the information and steps required to help expedite the review process.

Once the requested requirements have been fulfilled, the investigation can proceed as quickly as possible.

We appreciate your understanding and patience while this process is ongoing.

Best regards

Dear MyStake Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Hello,

I wasn't informed about any steps to expedite this process. That's absolutely not true. I was simply told to wait. What steps are they referring to?

I have not committed any violations; the casino's statement is very vague. How is it possible that one now has to wait 3-4 months for a payout? No verification process takes that long.

Hallo,

ich wurde nicht über Schritte zur Beschleunigung dieses Prozesses informiert. Das stimmt absolut nicht. Mir hat man nur gesagt, ich soll einfach warten. Welche Schritte sind gemeint?

Ich habe keine Verstoße begangen, die Aussage des Casinos ist sehr vage. Wie kann es sein, dass man mittlerweile 3-4 Monate auf seine Auszahlung warten muss. Keine Überprüfung dauert so lange.

Greetings,

I hope you are doing well.

As previously communicated, your account was placed under investigation due to concerns related to violations of our Terms and Conditions.

The review has now been completed, and in order to proceed with the remaining balance on your account, you will need to complete a video verification process.

Once the video verification has been successfully completed, you will be able to submit your withdrawal request. After the withdrawal has been processed and the remaining funds have been transferred, your account will be permanently closed in accordance with the outcome of the investigation.

We understand that this process may be inconvenient, and we sincerely appreciate your patience and cooperation throughout.

Best regards

What kind of video verification do I need to complete? You haven't sent me an email or message about this.

Was für eine Videoverifizierung muss durchführen? Ihr habt mir diesbezüglich keine Email oder Mitteilung geschickt.

Dear MyStake Casino Team,

Could you please inform the player of exactly what information you require from him in order to expedite the verification process? Thank you for your assistance.

Greetings

Hope you are well

Our KYC department has sent an email to the player, where it states how to provide video verification document, feel free to check.

Best regards

Thank you, MyStake Casino, for the update!

Dear Maysah11,

I would kindly ask you to submit it to the casino and please let me know once this has been done.

Thank you very much in advance.

Dear Maysah11,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru