MyStake Casino - La cuenta del jugador está bajo investigación y no se puede retirar.

On November 21st, I wanted to make a withdrawal, and I was told that it wasn't possible because my account is under "investigation." Since then, I receive the same standard response from Mystake every week. To me, this looks like a scam, and I am asking you to help me here. This is an absolute disgrace. Back in September 2024, I deposited €300 and have played my account up to €1019.74.

Am 21.11 wollte ich eine Auszahlung durchführen und mir wurde gesagt das dies nicht möglich ist, da sich mein Konto in "Untersuchung" befindet. Seither erhalte ich jede Woche die gleiche Standard-Antwort von Mystake. Für mich sieht das nach Scam aus und ich bitte euch mir hier zu helfen. Das ist eine absolute Frechheit. Ich habe da im September 2024 300 € eingezahlt und mein Konto auf 1019,74 hochgespielt.

Dear walfgott,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Do you currently have access to your casino account?

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

Best regards,

Kristina

Hello Kristina,

I didn't take a bonus. The winnings are from both the casino and sports betting. Yes, I have access to my account. But I always get the message: Withdrawal not possible 🙁

Hallo Kristina,

einen Bonus habe ich nicht genommen. Die Gewinne sind sowohl Casino als auch Sportwetten. ja ich habe Zugriff auf mein Konto. Aber es kommt immer die Meldung: Auszahlung nicht möglich 🙁

Thank you very much for your reply, walfgott. Have you made any successful withdrawals before? Did you provide any documents to verify your account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

the account is verified. No, there hasn't been a single payout yet. I'll forward the email traffic to you. But I've already uploaded everything here in pictures. 😕

das Konto ist verifiziert. Nein es gab noch keine einzige Auszahlung. Den Email-Verkehr leite ich dir weiter. hatte ich aber hier alles schon in Bildern hochgeladen. 😕

Thank you very much, walfgott, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you walfgott for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MyStake Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello,

The user noticed fraudulent sports betting activity, along with having a connection with other users. Thus the account has been under investigation for several months.

But as we know Casinoguru doesn't consider sports user's complaints.

Kind regards

Thank you for the update MyStake Casino representative and that is correct.

Dear walfgott, unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.

Thank you for your understanding. We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Peter