MyStake Casino - 決済が遅延しているとのクレームがあります。

I withdrew 140 euros on the 26/06/24 to my bitcoin account and 480 and 70 euros on the 28/06/24. although the casino has approved my withdrawal request I haven't received any of the funds, I've used bitcoin to withdraw money from other casinos before and it has worked but for this casino this method has not worked.

Although they claim to have approved the withdrawal request, I still think there is an issue on there end of this because I simply copy and pasted my bitcoin address as I have done many other times at different casinos but for some reason it hasn't worked here.

I'm worried as this amount of money is a lot to me, thanks.

Dear leosheldon,

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

hello I've still not received the 690 euros from the casino and it has been over 2 weeks now

Dear leosheldon,

Have you received your withdrawal from the casino yet?

no and I'm not sure as to why

Thank you leosheldon for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Okay

any information on whether you can help me get my money?

Hello, leosheldon,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear MyStake Casino team,

Could you please look into the user's situation and provide us with an update or possible issues that could cause the delay in withdrawals?

Why have his withdrawals not been fully processed yet, and what is the estimated time frame for processing them?

I am sorry for the delay.

Thank you very much, MyStake Casino team, for your confirmation and the details.

Dear leosheldon,

Can you please confirm the above-stated e-wallet belongs to you?

Looking at the hash of the transactions, they were successful and credited to the e-wallet. If it belongs to you, can I consider the matter resolved and closed, or is there anything else I can help you with? Are there any other issues or pending withdrawals with delays?

Dear leosheldon,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions.

The player can reopen this complaint anytime.

Thank you very much, Mystake team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru