MyStake Casino - Затримка зняття коштів

Hi,

I’ve had an account for sometime with MyStake and I’ve been playing once in a while. To mention that I have withdrawn money before(with some issues-which have been resolved) but this time it’s different. I deposited some money using a new bank card and I won some. Upon requesting a withdraw my request has been rejected and asked to provide some pictures with my bank card and some statements, which I did. Unfortunately, 72 hours later my card still hasn’t been verified and basically I’m being ignored. Sent an email yesterday requesting an update about my verification to which I had no response. Contacted the chat within mystake website but I had just the regular ‘it can take longer than 72 hours due to high request demand’, ‘we will try and speed it up’ and so on. I’m bothered because of the ignorance and the lack of communication from mystake. Basically I feel ignored and I’m intrigued because we are talking about my money.

Thank you for your time and hopefully we can find a resolution to this issue

Dear ionutcnd,

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

Dear ionutcnd,

Have you received your withdrawal from the casino yet?

Dear ionutcnd,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.