MyStake Casino - Povlačenje igrača je odloženo.

I am writing to formally raise a complaint regarding an unresolved issue with my MyStake.com account.

Approximately two and a half months ago, my withdrawal request was unexpectedly rejected. Since then, my account has remained partially locked — I am able to log in and view my balance, but I am unable to deposit, place bets, or withdraw funds. Effectively, all account functionalities have been disabled.

I have contacted MyStake’s support team multiple times via both live chat and email. Unfortunately, the only response I continue to receive is: "Your account is under investigation. We will email you when we have news." Despite my repeated attempts to seek clarification or a timeline, no substantial information has been provided.

This prolonged delay has left me extremely concerned, especially considering that my account had only been active for a brief period of 1–2 weeks prior to this issue. I have not engaged in any activity that would justify such a lengthy investigation, and I believe my winnings are legitimate and should have been processed without this level of obstruction.

I am reaching out in the hope that a resolution can finally be achieved. I kindly request that this matter be reviewed with urgency and transparency.

Thank you for your attention.

Dear tfnsminely666,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you effectively, could you please provide the following information:

• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Have you received any communication from MyStake regarding the investigation other than the messages you mentioned?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Did you accumulate your winnings with or without a 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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi, Veronika.

Thank you for answering my complaint.

Below are answers to questions from you:

1.) I solely place my money on esports betting,

2.) No all messages are generic, copy-and-paste like and every time I contracted them they would not give anything more than apologies and no transparency regarding my account situations,

3.) Without bonus, I even asked them to cancel the bonus before I placed the first bet.

I hope the answers from mine can be helpful to you.

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.