I have an account with Mystake Casino.

I have 20 rejected withdrawals. First withdrawal was for the amount of ￡1100 on 2nd May 2025. My withdrawal was rejected due to requiring KYC card verification on 4 cards detected on the system.

I explained I only have two banks and two cards. The other two cards have been ceased and accounts closed. I provided by email a bank statement stating my name, address, all deposits to the casino including successful withdrawals from April. Also I sent pictures front and back of both cards active that I have showing details clearly.

This was not sufficient for verification. They continued after providing this to reject my withdrawals putting the money back into my account. This went on for two days. Which put me in a bad position having the money to play with in my account. As I’ve got a gambling addiction. I told them stop putting the money back into my account and asked if there’s an alternate way to withdraw without card verification and was told no. I did everything in my power to prevent the result of spending all my winnings as you can see on the screenshots the attempts to withdraw.

As a result of my gambling addiction and the money not being withdrawn as requested I lost all my money. I feel the casino purposely did this to claw money back won! It’s wrong. I was only withdrawing ￡1100. I had previously withdrawn ￡3700 & ￡1700 successfully with no issues with KYC my account was fully verified.

I would like my winnings please. I do not feel this is fair practice and a fair outcome and it’s the casino fault.

Dear mistiehill123,

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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

As a result of 20 withdrawals rejected. I have ended up playing with the winnings and lost it all. They forced me into this position with my gambling addiction. I have requested a full refund for the first withdrawal ￡1000 that they rejected and promoted me to play on and keep trying to withdraw a further 19 times in attempt to keep the money safe. Email sent today to the casino

Dear mistiehill123, would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

I did not request my account to be closed. They closed it when I complained and asked for a full refund of my winnings

Dear mistiehill123, I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool http://www.kpvfaw.com/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (http://www.kpvfaw.com/problem-gambling-help-centers#cnt_87=true)

We understand your frustration regarding the rejected withdrawals and the subsequent loss of your funds. However, we must emphasize that players are ultimately responsible for the funds available in their casino accounts.

Additionally, since your casino account has now been closed and no further transactions can take place, we are unfortunately unable to assist you any further in this specific matter. Please also note that we are only able to support refund claims related to deposits made after a player has requested account closure, in cases where the casino failed to act upon the request within a reasonable timeframe.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.