MyStake Casino - Der Spieler hat Mühe, seine Gewinne abzuheben.

Good morning,

I've been trying to withdraw some of my funds for the past 10 days, but Mystake doesn't want to pay anything in any way. I state that already once with excuses they didn't allow me to withdraw incentive sums and in the end, continuing to play, I lost everything. I think it's a clear strategy for them.

However, to honor the cause and allow you to help me, I'll explain the history of the events, assuming that I'm verified and have already withdrawn other times in the past (before the episode described above).

I make the first withdrawal of the indicated amount and after two days they write me this "We are contacting you regarding your withdrawal issue. Please be informed that your transaction was not completed successfully. Please note that bank transfers won't be available.

In case you have any questions regarding the withdraw issue, please feel free to contact us at any time." I contact my bank and there are no problems. As I don't use cryptocurrencies and mystake only allows withdrawals with sepa and crypto bank transfers, I try entering a my other iban from another bank. Same answer and second withdrawal refused by them. For what reason? Contact my bank, says it has not received any request for transfer receipt. So they say false.

I decide to open an account for crypto. I create everything, I do the checks... I proceed with the request for a small sum to see if it works: €100 in dash. Procedure with Binance: receive payment, create payment to receive. 100€. they send me the link. I enter it in the withdrawal request. I get this message with the refusal "Hope this email finds you well. We are contacting you regarding the withdrawal issue that you have experienced. Please use a valid address in order to withdraw winnings successfully.". Same procedure, I try 200€ in bitcoin. I decline with the same message.

I don't know how to do it anymore. Can they refuse to pay by bank transfer? can they autonomously suspend the only withdrawal method with real money after I have always paid with credit cards and never with crypto?

Of course I can send screenshots of my rejected emails and withdrawals.

I ask for your help in recovering my money.

Thank you!

Buongiorno,

sto cercando di prelevare parte dei miei fondi da ormai 10 giorni, ma Mystake non vuole pagare niente e in nessuno modo. Premetto che già una volta non mi hanno permesso con scuse di prelevare incenti somme ed alla fine continuando a giocare ho perso tutto. Credo sia una chiara strategia loro.

Comunque, per onor di causa e permettervi di aiutarmi, vi spiego la cronistoria degli eventi, premettendo che sono verificato ed ho già prelevato altre volte in passato (prima dell'episodio sopra descritto).

Eseguo il primo prelievo dell'importo indicato e dopo due giorni mi scrivono questo "We are contacting you regarding your withdrawal issue. Please be informed that your transaction was not completed successfully. Please note that bank transfers won’t be available.

In case you have any questions regarding the withdraw issue, please feel free to contact us at any time." Contatto la mia banca e non ci sono problemi. Siccome non uso cryptovalute e mystake consente solo prelievi con bonifici bancari sepa e crypto provo inserendo un altro mio iban di un'altra banca. Stessa risposta e secondo prelievo rifiutato da loro. Per quale motivo? La mia banca, contatta, dice di non aver ricevuto nessuna richiesta di ricezione bonifico. Quindi dicono il falso.

Decido di aprire un account per crypto. Creo tutto, faccio le verifiche... procedo con la richiesta di una piccola somma per vedere se funziona: 100€ in dash. Procedura con Binance: ricevi pagamento, crea pagamento da ricevere. 100€. mi inviano il link. lo inserisco nella richiesta di prelievo. mi arriva questo messaggio con il rifiuto "Hope this email finds you well. We are contacting you regarding the withdrawal issue that you have experienced.Please use a valid address in order to withdraw winnings successfully.". Stessa procedura, provo 200€ in bitcoin. Rifiuto con lo stesso messaggio.

Non so più come fare. Possono rifiutarsi di pagare tramite bonifico bancario? possono in autonomia sospendere l'unico metodo di prelievo con denaro reale dopo che io ho versato sempre con carte di credito e mai con crypto?

Ovviamente posso inviare screen delle mail e dei miei prelievi rifiutati.

Vi chiedo il vostro aiuto per recuperare i miei soldi.

Grazie!

Dear nicomasiello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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. Therefore this doesn’t necessarily have to be the casino’s mistake.

Are you sure you provided the correct crypto address? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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,

Kristina

I wrote an email to Mrs. Kristina. I can send you any kind of supporting demonstration. I specify that there can never be a reason to suspend bank transfers in the world, among other things having already received them from them in the past. All the more if I can provide more possibilities to receive them. So I would rule out all of that. Like last time, it's simply a dishonest attempt not to pay.

Ho scritto una mail alla Sig.ra Kristina. Posso inviarvi qualsiasi tipo di dimostrazione a supporto. Preciso che i bonifici bancari non ci può essere mai motivo di sospenderli nel mondo, tra l'altro avendoli già ricevuti da loro in passato. Tanto più se posso fornire più possibilità per riceverli. Quindi escluderei tutto questo. Come l'altra volta è semplicemente un tentativo poco onesto per non pagare.

Thank you for your reply, nicomasiello. I have not received the communication between you and the casino yet. Could you please forward it so we can proceed with this complaint?

Dear nicomasiello,

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 on the occasion mentioned above, not being paid by them, I continued to play and lost everything. And it's the second time it's happened. Of course it's my fault, but I think it's clear casino strategy, don't pay out hoping there is such a situation. It's happened to me before. My bad, but it is not ethically correct.

in any case, I poured a lot of money, I played again and tonight I withdrew the same amount. Which I won't retouch. During the day I'll let you know if they allow me to withdraw or if they will find the usual excuses.

Purtroppo nell’occasione menzionata sopra, non venendo da loro pagato ho continuato a giocare ed ho perso tutto. Ed è la seconda volta che accade. Certamente è colpa mia, ma credo sia una chiara strategia del casinò, non pagare sperando ci sia una situazione del genere. Mi è già capitato. Colpa mia, ma non è eticamente corretto.

in ogni caso, ho riversato tanti soldi, ho rigiocato e stanotte ho prelevato la medesima cifra. Che non ritoccherò. In giornata vi faccio sapere se mi permettono di prelevare o se troveranno le solite scuse.

they refused me the transfer again. They are really incorrect. Contact me immediately please.

mi hanno di nuovo rifiutato il bonifico. Sono davvero scorretti. Contattatemi subito vi prego.

Thank you for your reply, nicomasiello. Did the casino clarify why was the withdrawal rejected? Have you tried requesting it again? Which withdrawal method did you use?

Lastly, could you please advise how much money you currently have in your casino account?

Luckily I managed, after several days of anxiety, to get my bitcoin withdrawals. Thank you for the support.

Per fortuna sono riuscito, dopo diversi giorni d'ansia, ad ottenere i miei prelievi in bitcoin. Vi ringrazio per il supporto.

Dear nicomasiello,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru