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i created my account R***24 on the 27/03/2024 , I deposited £1550 from my bank account as a transfer payment to Santanda Intl , I then won £5086 I then verified my id so they know it’s me and I’m the legal age , I then got approved. I went to take my winnings around 5pm on the 28/03/2024 and they had stopped me from using the site completely and stopped me from withdrawing my funds without telling me . This has really affected my mental health as now I feel like I been scammed and I’m so worried I really need my winnings as it’s only fair to let me withdraw my funds if they can accept my verification and then accept me depositing on the account then they can bloody let me take my money I am fuming at present and I want my money asap this is so unfair I never used this site before. I really need this money and I feel so depressed now this has happened at presents

Dear besttributeacts,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with MyStake Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify if your account was blocked permanently or just temporarily?

Could you kindly advise what types of games you played? Were it slots, live casino games, or did you participate in sports betting?

Have you accumulated your winnings with or without an active bonus?

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

Best regards

Veronika

Thank you for your email. I can see from the screenshots you provided us with, that only the "proof of identity" has been verified. Have you uploaded a document for "proof of address" as well? Has your payment method been verified? Has the casino blocked your account during verification or later? Have you received any email from the casino explaining why your account was blocked? If so, please forward it to me at veronika.l@casino.guru. Thank you.

Dear besttributeacts,

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.

They didn’t refund me I didn’t receive the money they lieing

Please respond to my previous questions:

Have you uploaded a document for "proof of address" to your casino profile?

Has your payment method been verified?

Has the casino blocked your account during verification or later? Have you received any email from the casino explaining why your account was blocked?

Yes, I have uploaded my address details and proof and they still have not paid Me Out my money. This is disgusting. The account is now blocked. I can send you my proof of address if you need me to be but I can’t access the account as it’s blocked

Thank you very much, besttributeacts, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello besttributeacts,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino,

Can you please provide information on why is the player's account blocked? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Hello,

As we checked the user has successfully withdrawn the funds - 5068 GBP; Transaction Date - 31-03-2024.

Please double-check it.

Kind regards

Thank you for your response, MyStake team.

Dear besttributeacts,

According to the MyStake team's response, a withdrawal of 5068 GBP has been paid out to you. Could you please check your bank account transactions and confirm?

I have not recieved this I can attach my bank statement they wanted pdf and they didn’t reply back to when I said I can’t give PDf

I have attached my transactions in and out no payment has been recieved

Dear besttributeacts,

Unfortunately, it's not uncommon for payments to encounter delays between the payment provider and your bank. This kind of investigation is often time-consuming, and certain documents are needed for a successful investigation. Since the casino has confirmed that the funds were disbursed from their end, we need an official PDF bank statement from your account or a letter from your bank stating that they have not received the funds. This documentation is crucial for the casino's payment provider to investigate the issue further. Once you obtain the documents, please forward them to me at michal.k@casino.guru

Please find attached the bank statement in PDF where u have not recieved my payment of £5086

I require this to be sent asap

I also had no confirmation to say you sent it.

i require this to be refunded asap otherwise i will get legal team involved the FCA as you have not combined by your regulations

it won’t let me attached bank statement so I have sent this to Micheal and the support team at MYstake .com

Dear besttributeacts,

Thank you for your email, I have received it successfully with all the attachments. I will continue to discuss your case with the Mystake team.

Thank you

Dear besttributeacts,

I have sent you an email with further information.

Dear besttributeacts,

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.

Dear besttributeacts,

As conveyed in my previous email, the payment has been processed and has left the casino's system. Unfortunately, there are no further steps that can be taken by either the casino or us.

At this point, it is essential for you to directly address Noda Pay regarding the delay in processing the payment to your account. You may refer to the evidence I have provided to support your inquiry. While I understand that this may not be the resolution you were hoping for, it's important to acknowledge that our ability to intervene in this matter is pretty much zero, as we do not have control over payment transactions.

Since the casino has fulfilled its obligations according to their terms and conditions, it would not be fair to hold them responsible for this issue.

While I regret that we cannot offer a more satisfactory resolution, I must reiterate that this matter exceeds our capabilities, and we are compelled to close this complaint as rejected.

I apologize for any inconvenience this may cause. Please don't hesitate to reach out if you encounter any issues with this or any other casino in the future, and we will do our utmost to assist you.

Best regards,

Michal

Casino Guru