MyStake Casino - Jogador sofre atraso na retirada de € 4.000.

I made a withdrawal of €4600 via SEPA, split into two parts: €600 and €4000.

After 2 days, I received an email stating that my bank had declined the transfer 😂 and that the money would be credited back to my account, which is not a problem in itself. However, 4 days later, the €4000 has still not shown up. I made both withdrawals simultaneously. I have contacted them via Email, Live Chat, and at the bank. The money has disappeared. Supposedly, the support team is looking into it. My bank has never received a SEPA transfer of either €4000 or €600. The support team does not provide any time frame and acts as if their hands are tied.

Ich habe 4600€ ausgezahlt per SEPA.jeweils in 2 Teilen 600€ und 4000€

Nach 2Tagen habe ich eine Email bekommen, dass meine Bank die Überweisung abgelehnt hätte😂 und dass das Geld wieder auf mein Konto gutgeschrieben wird. Was eigentlich kein problem ist. Bei der Summe von 4000€ ist nach dem 4Tag immer noch nichts zu finden. Die Auszahlungen habe ich zeitgleich gemacht. Ich habe per Email, Live Chat und bei der Bank Kontakt aufgenommen. Das Geld ist verschwunden. Der Support kümmert sich angeblich darum. Meine Bank hat nie eine Auszahlung per SEPA von 4000€ erhalten bzw. 600€. Der Support nennt auch keine Zeit und tut so als ob ihnen die Hände gebunden wäre.

Dear Ts61ts,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Were these your first withdrawals from the casino?
• Do I understand correctly the notification about the declined transactions came from the casino itself?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

In response to my questions in the live chat, I am simply told to wait and not to spam the chat every day, otherwise I will be blocked!😂

no clear explanation.

If 600€ come back but the 4000€ doesn't, I don't know, it's kind of weird 😂

Auf meine Fragen im Livechat kommt nur die Aussage das ich warten soll und den Chat nicht vollspamen soll jeden Tag, sonst werde ich blockiert!😂

keine klare Aufklärung.

wenn 600€ zurück kommen aber die 4000€ nicht, weis nicht ist irgend wie komisch 😂

If the issue with your lost funds persists, please share your recent interaction with casino support. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

After a lot of back and forth, I was finally able to get my money and withdraw it. Why can't I deposit again using the same deposit?

tip for other players: put a lot of pressure

Nach vielem hin her konnte ich endlich mein Geld haben und auszahlen. Warum kann ich nicht mit der selben Einzahlung auch wieder einzahlen?

tipp für andere Spieler: macht viel druck

Dear Ts61ts, 

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru