MyStake Casino - Hráčův pokus o výběr je zamítnut kvůli chybě IBAN.

I have tried several different IBAN codes to withdraw funds from Mystake, however I keep getting an error message that the IBAN cannot be used. I have contacted their customer service as I know that the IBAN is correct- I have successfully revived withdrawal from a similar betting site donbet.com. The responses I am getting are:

1. try another IBAN, I have tried 3 different ones and all are rejected.
2. try another withdrawal method- I don’t use crypto currency accounts so that is not an option unfortunately.
3. i have been told there is a technical issue at my bank provider side, but the IBAN is rejected before I can even attempt to make the withdrawal.
4. i have also asked several times if they can provide me an English bank that they do accept IBAN codes from, but I am being ignored every time I ask the question.

Dear signebistere,

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, 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, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello,

1. I was not offered another method to withdraw my funds.
2. yes, my account is fully verified.

Thank you very much, signebistere, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 signebistere,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MyStake Casino,

Could you possibly provide additional information regarding the withdrawal request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello @signebistere,

As we checked you have never requested the withdrawal on our platform, thus it's impossible to receive you that message. Please double-check that case.

Kind regards,

Mystake

Dear signebistere,

Could you comment on the issue? Could you provide us with any proof of the attempted withdrawals?

Dear signebistere,

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.