MyStake Casino - プレイヤーの撤退は遅れています。

Hi,

I deposited €25 and withdrew €120 on 20/05/2022. I selected to withdraw to my coinbase account as bitcoin cash as this is the only option I had, I have emailed and have still not received my withdrawal.

I emailed on 21st & 24th May and still no response - it states on their website withdrawals will take up to 7 working days and it has passed this now, could you help please

Many thanks

Kelsey

Dear Kelsey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Thanks Kristina, I'll get back to you on 3rd if it's not in by then

Many thanks

Kelsey

Hi Kristina, hope you're OK

I still haven't had a response or payment from mystake

Many thanks

Kelsey

Thank you for the update, Kelsey. Have you made any successful withdrawals before? Could you please confirm that you have passed the verification?

Hi Kristina,

No successful withdrawals before and yes I've passed verification

Many thanks

Kelsey

Have you accumulated your winnings with or without an active bonus, please? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Hi Kristina,

No bonus and it says withdrawal successful as if it's been processed but I haven't received it

Many thanks

Kelsey

Thank you very much Kelsey for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Kelsey,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite MyStake Casino to join the conversation and participate in the resolution of this complaint.

Dear MyStake Casino,

Can you please advise as to what may have happened with the player's withdrawal? Is there some way to track it?

Kind regards,

Adam

Hello Adam,

Withdrawal of player was successful on 20.05.22

We transferred the funds to the BCH address she indicated. As we tracked it down, the transaction was confirmed by blockchain. We even sent her a transaction statement so that the user could check it out.

Everything is alright on our part, so, Kelsey, we advise you to report the issue to your crypto wallet provider. Their support team will help you with tracking the transaction down.

Adam, please let me know your email address and I will send you the proof of transaction so you can confirm it yourself too.

Kind regards,

Hello MyStake Casino,

Thank you for your assistance.

My email address is adam.m@casino.guru.

Kind regards,

Adam

Hello Kelsey,

I have received the evidence from the casino that seems to show your payment has been sent. Have you also checked the transaction statement? Are all the details correct, such as the wallet address?

Kind regards,

Adam

Hi both,

Thanks for your responses, I will contact coinbase to see what's going on.

I haven't received a statement, could you forward this on please?

I'd very much like to continue playing on mystake so hopefully I can get my coinbase account sorted

Many thanks

Kelsey

Hello Kelsey,

Please check your email. Our support team sent the transaction statement to you once again.

We hope you will sort out the issue.

Sorry, that we can't do anything else for you about that.

Kind regards,

Thank you mystake, I have seen this and have emailed coinbase to find out why they haven't added it to my account

Many thanks

Kelsey

Dear Kelsey,

Have you managed to obtain any further information regarding your missing payment?

Kind regards,

Adam

Hi, I have contacted coinbase and they have said it was the wrong address but I can see on the statement sent my mystake that it was the correct address and now they have closed my ticket so I need to open a new one. I'm going to open a new one today and request they look at this again

Many thanks

Kelsey

Dear Kelsey,

Is there any news regarding your missing payment?

Kind regards,

Adam

Hi Adam,

Coinbase keep closing my ticket down and are not responding to me. Looking at the statements and addresses again it looks like it has been sent to the wrong address in error and is stuck on the blockchain.

I have since completed 2 successful withdrawals from mystake so happy to close this down.

Thank you both for all your help in trying to get this resolved

Many thanks

Kelsey

Dear Kelsey,

As you have stated you are happy to close this complaint, I will now mark it as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam