MyStake Casino - Povlačenje igrača je odloženo.

I haven't received a response from customer support via chat for over 24 hours. My account is verified with KYC and I'm using AstroPay, but it's been more than 48 hours and they haven't processed my withdrawal.

Llevo mas de 24 horas sin recibir respuesta de atencion en el chat de asistencia. Tengo la cuenta verificada con KYC y estoy usando Astropay sin embargo han pasado mas de 48 horas y no procesan mi retiro.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear pugliaresgp,

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, please, let us know and we will intervene and try to help you.

I have scheduled a follow-up for 12 days from now to check on the status of your withdrawal. Please notify us if your withdrawal is processed before then.

Thank you in advance for your patience and understanding.

Best regards,

Katarina

Thank you for your response. The casino isn't answering my messages or emails. It was always said it would take 3 business days, and they still haven't processed my withdrawal. My account has KYC verification, and I use AstroPay. They simply aren't responding.

Estimada gracias por responder. El casino nl contesta mis mensajes y tampoco los correos. Siemore se hablo de 3 duas laborables y aun no procesan mi retiro. Mi cuenta tiene verificación KYC y uso astropay. Simplente no contestan

Hello pugliaresgp,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear pugliaresgp, 

Thank you very much for your message and patience. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Katarina

Dear pugliaresgp,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru