MyStake Casino - Hráč se snaží vybrat své výhry.

Hi, my problem is I have now way of withdrawing my winnings. I assumed I would be able to withdraw back to may card. I do not have a crytocurrency account and I could not use skrill etc

Dear Michael,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits it doesn’t mean necessarily, that it will be offered for withdrawals too.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified? Have you been offered any alternative method to withdraw your funds?

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

Best regards,

Petronela

Hi, yes my account is fully verified, and I was offered to withdraw using crytocurrency. I have no idea how to use it and I told them this and I got no reply. I've spent my money now as I have a gambling problem. I don't think this is a fair and reasonable way of running a gaming company.

Also I see on your website that they do not accept UK customers so I would like my deposits back for both reasons stated

Thank you very much, Michael, for your reply. I have checked the terms and conditions, and this is what I found https://mystake.com/en/static/terms/generalterms:

"Users from the following countries and their territories ("Restricted Countries") are not allowed to deposit and play real money games: Israel, United States of America, United Kingdom, Spain, France and its overseas territories (Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, St. Martin, French Polynesia, Wallis and Futuna, New Caledonia), Netherlands, Dutch West Indies, Curacao, Balkans ( Albania, Bosnia and Herzegovina, Montenegro, the Republic of North Macedonia, Serbia), Burma, Cote D'Ivoire (Ivory Coast), Cuba, Democratic Republic of Congo, Iran, Iraq, Liberia, North Korea, Sudan, Syria, and Zimbabwe."

Could you please forward your account details and the confirmation regarding successful account verification? My email address is petronela.k@casino.guru. Since there is a possibility to register an account from a restricted country (see the screenshot below) and deposit funds, I would like you to confirm that you’ve submitted correct data when opening the account. Thank you very much in advance.

Hi

I have sent you a email from my outlook account.

I did not receive a verification email, i think this may be because i used the website uploader.

I have sent you my username and registered email plus screen shots of my verified account and the detail that i used to register..

I hope this is everything that you need

Thank you Again

Micky/Michael

Thank you very much, Michael, for your email. One last thing please before we'll contact the casino, could you please forward a screenshot of your account details showing that you have registered as a player from the United Kingdom?

Hi Hope you are well

i have supplied this on the email i sent you a few days ago

but if you need me to send it again thats fine?

Is this the type of thing you were looking for?

Perfect. Thank you very much, Michael, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Michael.

I am sorry to hear about your troubles. Unfortunatelly the UK market is very strict, and some casinos (especially ones that don't have a UK license) may have a problem paying the UK customer back to his/her card.

Generally, the casino can choose a different payment method if there is a problem with the payment method used for the deposit.

What were the choices the casino gave you? I understand that crypto payment is the easiest and fastest one, but if you, for some reason, don't want or can't create the crypto wallet, let's look at alternatives.

They were the only alternative available, I tried to make a account but I don't know how it works it's very complicated. I explained the only way I can get my funds are through visa. I've now spent my balance as I could not withdraw. I do believe this is a bit of a trap for us addicts In the uk

I did try and make an skrill account and told I couldn't use it and I went through the list and contacted customer support for help but they advised that my only option was crypto

Michael, I was preparing for you a video tutorial on how to create a crypto wallet. There are some good tutorials on youtube as well. 

If you already gambled away all your money, I am afraid that we can't help you anyhow. If you waited for at least 24h, I would be able to give you some suggestions about crypto wallets.

I am very sad about what happened, Michael.

Michael, I am very sorry, I tried to help, but I must reject your complaints because you spent your balance.

Soon we open the player experience section in the casino review - it would be very good if you post your story there.