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

Good afternoon, I want you to explain to me how I can withdraw my money, they tell me that I must bet the entire amount deposited, which I do not understand. I mean, should I spend all the money I have in my account or should I put all the money I have in the withdrawal amount? Please I want to solve my problem thank you.

Buenas tardes, quiero que me expliquen como puedo retirar mi dinero, me dicen que debo apostar la totalidad del monto depositado, cosa que no entiendo. Quiero decir, ¿debo gastar todo el dinero que tengo en mi cuenta o debo poner todo el dinero que tengo en el monto del retiro? Por favor quiero solucionar mi problema gracias.

Dear crivilleroe123,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Unfortunately, the vast majority of casinos require players to wager their real money deposit at least once. This is one of the standard AML (anti-money laundering) rules and it isn't anything unfair. I also checked the casino’s withdrawal rules in the T&Cs and I found this:

„All deposits must be wagered completely until withdrawals are allowed from Your Account. In case deposits are not wagered completely, the withdrawals may be cancelled by us."

This means that you need to bet the amount you deposited at least once - if you made a deposit of €10, you have to place bets of at least €10.

I suggest you fulfilling the requirements, otherwise, you won’t be able to request the withdrawal.

Looking forward to hearing from you.

Best regards,

Kristina

Dear crivilleroe123,

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.