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