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HomeComplaintsMyStake Casino - Player’s withdrawal has been delayed.

MyStake Casino - Player’s withdrawal has been delayed.

Amount: €8,500

MyStake Casino
Safety Index:Very high
Submitted: 16 Apr 2025 | Resolved : 27 May 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 month ago

The player from Japan faced issues with MyStakecasino after winning 8500€ following a 650€ deposit. Although he had completed the required verification, his withdrawal request remained unprocessed, and he received no response from support. He was frustrated with the lack of communication and the inability to access his winnings. The Complaints Team facilitated communication with the casino, which confirmed that the player was under investigation but could now withdraw funds yet. In the end, the player confirmed that the funds had been fully paid out, and the complaint was resolved and closed.

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2 months ago
Translation

I registered with MyStakecasino on March 12th, received a welcome offer, played, and was lucky enough to win. I deposited 650€ and won about 8500€.

Here is the problem. I verified the site required by the casino to make a withdrawal request, and the casino emailed me to take a video, so I sent the video to the casino. However, I did not receive a reply no matter how many days passed, and after several days of inquiring, I received an email saying that the verification was complete. However, when I made a withdrawal request, the withdrawal was not completed no matter how many days passed. In the meantime, I contacted support, but this time I did not even get a reply.

Currently, the site does not allow withdrawal requests and there is no response from support.

Of course, I have not committed any violations, so if anything happens, I can submit all the documents.


I am angry at the site's response of not paying out the winnings and not even replying. It is malicious for the site to make players feel uneasy.


I would like Casino Guru to help me get my winnings back.

We also hope that by posting the MyStkecasino casino policy here, we can serve as a warning to new players.


thank you.





Automatic translation:
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2 months ago

Dear kakeyan,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem with MyStake Casino.

To assist you better and understand the situation, could you please provide us with the following details:

  • On what specific date did you send the video for verification? Am I correct in understanding that your video and all your other identity documents have been approved and verified?
  • When exactly did you submit your withdrawal request?
  • Could you please send me a screenshot of the error you see when you try submitting a withdrawal request?
  • What types of games did you play?
  • 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 www.kpvfaw.com will never request payments or ask for access to your accounts. If anyone claims to be a www.kpvfaw.com 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.

Edited by a Casino Guru admin
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2 months ago

Dear kakeyan,

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.

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2 months ago
Translation

When did you send the video for review?


→It's 03/15.




Am I correct in understanding that the video and all other identification has been approved and verified?


→I received an email from the casino site stating that my identity and video verification had been completed.




When exactly did you submit your withdrawal request?


→I applied for a withdrawal on 03/14 and received an email requesting that I take a video. I submitted the video on 03/15. I didn't hear anything after that, and then on 03/27, 03/28, and 03/29 I received emails saying that the verification was complete, and on 03/29 I applied for a withdrawal again.

Could you please send me a screenshot of the error you get when trying to submit your withdrawal request?


→Screenshot attached.




What types of games did you play?


→I played a slot game.


The game is called JOKERS Million.




Did you save your winnings with or without the bonus?


The bonus has been received.

Automatic translation:
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2 months ago

Thank you very much, kakeyan, for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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2 months ago

Hello kakeyan,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the MyStake Casino representative to enter the discussion.


Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which kakeyan can expect his withdrawal to be paid out? Alternatively, is there a different issue delaying the process?


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2 months ago

Hello,


The user was under investigation. Now he can request the withdrawal with standard limits (7500 EUR/USD weekly). After the withdrawal, the account will be closed permanently.


Kind regards

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2 months ago

Dear MyStake Casino representative,


thank you for clearing this up. I hope the issue will be resolved in the near future.


Dear kakeyan,


please try to proceed with the first withdrawal request now. I would also like to ask you to keep updating us on the status of your funds and any other developments.


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1 month ago

Hello,


According to our withdrawal limits, the player can withdraw 2500 EUR this week, the remaining amount can be withdrawn next week.


Kind regards

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1 month ago

Dear kakeyan,

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.

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1 month ago

Hello,


The user has withdrawn his funds fully, it can be approved by the player's side as well.


Regards

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1 month ago

Dear MyStake Casino representative,


thank you very much for the update.



Dear kakeyan


can you confirm your withdrawals have been paid out?

Edited by a Casino Guru admin
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1 month ago

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.

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1 month ago

We’ve reopened this complaint at the request of the player, who has informed us that funds have been fully paid out. We will now go ahead and close this complaint as "resolved."


Dear kakeyan,


we appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, 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/www.kpvfaw.com. 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, 

Martin

www.kpvfaw.com 



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