Hello. Sorry you find yourself in this unpleasant situation. Do I understand correctly, that you are going thru the verification process right now, correct? When did you request for the withdrawal, please? We give casinos 14 full days for the verification process, as it might be little more time consuming, especially when the first withdrawal is requested. If the casino is not able to verify the player within this timeframe, we recommend the player to submit a complaint here. It is free of charge and our team is always doing the best to get the issue solved. If you decide to do so, just click/tap on this link please. Let us know please, what your next move will be.

I have requested several withdrawals to try! And they have all denied me, asking me for various documentation and telling me to contact them by email. I have sent everything several times and each time they ask for more things. I have more than 20 emails and nothing but since Saturday they have not answered me again, I don't know what the next one will be. If they say they will give it 14 days, I will wait to see what happens and if not, I will file a complaint. Thanks for your help!!

He solicitado varios retiros para probar! Y me han denegado todos pidiéndome diversa documentación y diciendo que me ponga en contacto por correo. He enviado todo varias veces y cada vez piden más cosas. Llevo más de 20 correos y nada pero desde el sábado no me han vuelto a contestar no sé cuál será el siguiente. Si dicen que le dan 14 días esperaré entonces a ver que pasa y sino sí que haré la queja. Gracias por su ayuda!!

Hello. Sometimes, casinos prefer to reject all withdrawal requests unless the full-scale check is done properly. No wonder players might feel confused, I could say. So now let's focus on the documents for a sec, may I ask if you have had any explanation from the support about why they are asking for more and more documents? Was the reason maybe that you provide those in a wrong format, or that some of your documents were expired, for example? Just trying to understand the reason casino would repeatedly ask for more documents, even though you have already provided them ??. Are you aware of what could the reason be, perhaps?

I have no idea! At first I sent it wrong because they didn't want it scanned and they wanted it to be recent, no more than 3 months old, but I requested a card certificate from my bank that was signed electronically the day before so it would be on time. They asked me for the deposits and I also sent it to them.

No tengo ni idea! Al principio si lo mandaba mal porque no lo querían scaneado y querían que fuera reciente de no más de 3 meses pero solicité un certificado de la tarjeta a mi banco que está firmado electrónicamente el día antes por lo que estaría en plazo. Me pidieron los depósitos y también se lo mandé.

I see. I'm sorry to say that, but without decent cooperation from the casino's side, it's hard to tell whether the documents are now okay and fully approved. Not much to conclude without the casino's direct response; hence, I'd say it's a good idea to give the casino some time to update you properly.

As you now know, we are here for you, so please let us know about any progress. The complaint is still available, so let's see whether you will need it. With luck, you won't. ??

Nothing has passed in time and everything is a problem for not paying. I've already given up and that's what they want. I only have to warn you not to use Mystake because if you win money you are not going to get it from there.

Nada ya ha pasado tiempo y todo son pegas para no pagar. Ya he desistido y eso es lo que quieren. Solo me queda avisar de que no usen Mystake xq si ganáis dinero no lo vais a sacar de ahí.

Hello Josete, from my experience, what I can tell you is: arm yourself with patience.

My case was worse, they hacked my password and they withdrew my funds. And it was strange because at that time money couldn't be withdrawn from my account for the same reason as yours.

So, I sent many complaints. Among those: saying that I was not going to recommend mystake anymore. Until suddenly, they gave me back what they had taken from me. Then I changed the password. And the next day I started to be able to withdraw everything.

Remember that you have to bet a certain amount of your investment to be able to withdraw. I think it was 1.1

I hope it has been helpful for you. I think that in the long run you will be able to withdraw it. Do not give up.

Hola Josete, desde mi experiencia, lo que te puedo decir es: que te armes de paciencia.

Mi caso fue peor, me hackearon la contrase?a y me retiraron los fondos. Y fue extra?o porque en ese momento no se podía retirar dinero de mi cuenta por el mismo motivo que el tuyo.

Así que, mandé muchos reclamos. Entre esos: diciendo que no iba a recomendar más a mystake. Hasta que de repente,me reintegraron lo que me habían sacado. Luego cambié la contrase?a. Y al otro día empecé a poder retirar todo.

Recuerda que tienes que apostar cierta cantidad de lo invertido para poder retirar. Creo que era el 1.1

Espero que te haya servido de ayuda. Yo creo que a la larga lo vas a poder retirar. No te des por vencido.

Thank you very much lippixx! Yes, yes, I have also bet on it… I don't know what else they have left to ask of me! Anyway thank you very much

Muchas gracias lippixx! Si si tb lo he apostado….. ya no se q más les queda por pedirme! Muchas gracias de todas formas

I think if you haven't gotten anywhere in such a long time, you might as well use our free feature - the complaint. 

You can set it up here on this link. ??

If you don't know what to expect from this process, you can refer to this guide for all the answers you need.

If the casino can't help you and you still have a problem, we'll try. Don't give up, and I believe that if you have lasted long enough, you will last some more time and we will see what can be done. 

You gonna go for it? 

Don't worry and thank you! Now that I am informed and that it doesn't happen to more people, I am satisfied. In the end I deposited 450 euros of my money and they did not let me withdraw 5000. Luckily I can afford the 450 euros so I can warn people who may lose money that they cannot afford…. I would be happy!!!

No te preocupes y gracias! Ya con informar y que no le ocurra a más gente me doy por satisfecho. Al final yo ingresé de mi dinero 450 euros y no m dejaron sacar 5000. Por suerte los 450 euros m los puedo permitir asiq con avisar a gente que puede perder dinero que no se pueda permitir …. Me quedaría contento!!!

What a pity, because I think it's quite a nice sum and in the end you wouldn't give anything for it. 

Nevertheless, I certainly won't force you to do anything if you don't want to. I thought there might be a solution. 

Anyway, I hope you won't have such worries in the future. ??

No, Josete... you have to keep trying to send emails every day. And change your password every now and then, due to hacking.

Try sending the email saying that you will be forced not to recommend the casino.

Unfortunately, resorting to legal means is long and expensive. Since the casino headquarters is in Curacao.

I would keep trying.. good luck! ??

No, Josete.. tienes que seguir intentando mandando mails todos los días. Y cambia tu contrase?a cada tanto, por el hackeo.

Intenta mandar el mail diciendo que te vas a ver obligado a no recomendar al casino.

Lamentablemente acudir a medios legales es largo y costoso. Ya que la sede del casino está en curacao.

Yo seguiría intentando.. suerte! ??

Yes I continue! And I send emails every day! Yesterday I tried another withdrawal and they start asking for card documentation as at the beginning.

Si sigo! Y mando mails todos los días! Ayer mismo intenté otro retiro y empiezan como al principio a pedir documentación de la tarjeta.

If you still have problems, feel free to file a complaint with us, as I mentioned, you won't pay anything for it and no matter how it turns out, you can say that you tried to do your best to get your money. I certainly wouldn't let it go if you didn't do anything wrong. 

I hope you can get it all sorted out. ??

Ok how can I put it?

Ok como puedo ponerla ?

I am glad that you have finally convinced yourself and I firmly believe that you can be helped, although I will not be too hasty and promise a positive ending. 

You can open a complaint at this link. ??

If you would like to read more information about what to expect from the whole process, you can find it in this guide- Complaint Resolution Information and Instructions.

I'll keep my fingers crossed for you in your situation and that everything is resolved fairly. If you have any additional questions just ask, I will be here. ??

Did I see that my mistake, Mystake casino has had 522 complaints here and the Guru still approves of them?

8.8 ???????

Safe?

Are you kidding? Why do you rate them an 8.8?

Well, if we are talking about complaints, they have one single unresolved complaint, which I think is really quite good for so many. I'm not defending the casino of course, but from the number of people who apparently play there, it's a good statistic. 

Of course, why they have such a rating you can find clearly written here. 

Jaro,

Have you yourself ever played there? I was excited to find such a diversified lineup of slot manufacturers available. I usually test out a low deposit on casinos I don't know. I wish I could rely on your reviews, but I can't.

I went there, deposited 70USD and to my dismay, more than half the slots failed to load. I like Betsoft for stability, platypus for some fun games, they even have some RTG that I've never seen a site share RTG with any other brands, but they do include some. Another long story short, I'm lucky to salvage 55USD but that was a major struggle. Why? No Betsoft would load, no message and platypus the same way. Would not load. Many others would not load. Terrible news for me.

I am in the U.S. and Betsoft and Platypus are always available in my region. I finally had to contact support. First reply was the usual stalling question can you send a screenshot. Useless. I asked do I really have to send a screenshot of a black, blank page. But I did. Support immediately said that they are not offered in my region. However, when I selected slots that weren't available to me for real, I'd get a message saying so. Support knew nothing else to say to me other than the slot manufacturers decide regional offers themselves and we can't do anything for you. Sorry for the inconvenience.......blah. I don't need an apology and hate when casinos resort to doing that.

Not such a long story short, I apologize. There T&C said nothing about timing of withdrawals so that was a crap shoot. I surprisingly received my withdrawal the next day. To be clear, their FAQ and T&C are very incomplete. The entire experience was awful. Disappointed about the inability to be able to load slots I thought were available. Support giving me bullshit excuses. Trying to salvage any of my deposit, I got lucky, so I knew getting out of there with anything would be almost impossible.

I'll answer any questions you have. In my opinion, and I've played many, many online casinos, is that this casino is far more terrible than you guys say. Incidentally even though I was not asked to try different OS and browsers, I did try another mobile device with the same results. I was told to clear cache and restart browsers. That statement is getting old too. Any gambler knows to do that first. My final conclusive opinion of this casino is they do not live up to the facts you publish here. The bragging of being a large casino proved to be insufficient. I have learned that even the largest and wealthiest online casinos could give a shit about lying and performing very, very poorly. There you have it Jaro. Everyone has an opinion and as a very knowledgeable online casino player, I say you shouldn't even play here. It's a hassle and a very poorly run online casino getting wealthy off of their customers by using low life tactics.

One more thing. They only offer a small sample of the slot machines for each manufacturer they claim to make available.