Account verified by KYC but delayed payment

Hello,

I am seeking assistance with a problem I am experiencing with MyStake.

I deposited my own money into my account, placed sports bets, and won. I did not use any bonuses or promotional offers.

My account balance is approximately €7,125. When I attempted to withdraw €3,000 of my funds, my withdrawal was rejected and my account was placed under investigation.

I had already completed the requested verification procedures, and my bank card verification was successfully approved. Despite this, MyStake informed me that my account was under investigation and that the process could take up to six months.

I have contacted customer support to request an explanation, but I have only received generic responses stating that my account is under investigation. No specific reason has been provided, and I have not been informed whether any additional documents are required.

I understand that security checks may be necessary, but I have cooperated with the verification process and would appreciate a clear explanation of the situation.

Although the investigation has only been ongoing for almost a week, I am concerned about being told that I may have to wait up to six months without a clear explanation.

I am requesting assistance in obtaining clarification from MyStake and having my €3,000 withdrawal processed as soon as possible, provided all applicable checks have been completed.

Thank you for your assistance.

Mystake is withholding my funds without cause. I am a sports bettor. They fully verified me when I opened my account 4 or so years ago - passport and address sent and accepted. My bankroll fluctuated last few years until I went on a big winning streak to start 2026. Upon requesting a withdrawal I was selected for 'video verification'. I submitted the 13 second video which took them a month to okay. I then tried a withdrawal again but no - account is closed and under 'investigation'. That was 4 months ago. Through hundreds of email correspondences since they have not given me a cent or a shred of respect. I am a completely honest player. I have done nothing at all wrong, nothing to violate their terms and conditions and they know it. I just picked more winners than losers. That's it. In case you are wondering my balance with them was more than 230k. Of that perhaps 50-60k was funds I deposited. I have many more details upon request - timeline. screenshots, email correspondences, a chat correspondence where the agent assures me my funds are safe.

Réponse à MyStake – Clarification et contestation

Thank you for your response.

I would like to address a key inconsistency in the handling of my case, which I believe is highly relevant to this dispute.

⸻

📌 1. Conflicting information provided by the support team

Before the account closure and additional verification request, I contacted your live chat support and was explicitly informed that:

* my account was fully verified
* my withdrawal request was approved
* the payout would be processed within approximately three working days

At that stage, no issues, restrictions, or compliance concerns were communicated to me.

This communication created a legitimate expectation that my account had passed all necessary checks.

⸻

📌 2. Subsequent escalation and contradictory action

The following day, I was unexpectedly requested to complete an additional video KYC verification, which I fully complied with, providing all requested documentation and successfully completing the process.

Despite this full cooperation and apparent validation of my identity, my account was then permanently closed and my funds confiscated.

⸻

📌 3. Lack of transparency regarding internal review process

From my perspective as a user, there appears to be a clear inconsistency between:

* the confirmation of withdrawal approval provided by your support team
* and the subsequent compliance decision leading to account closure

This raises concerns regarding the transparency and timing of internal review procedures, particularly when a withdrawal has already been approved prior to any alleged violation being communicated.

⸻

📌 4. Compliance with verification requirements

I fully complied with all verification requests, including:

* standard KYC documentation
* additional video verification upon request

At no point was I non-cooperative or unwilling to provide any required information.

⸻

📌 5. Proportionality of the final decision

Even if a payment-related concern was later identified, I respectfully submit that:

* the account had already been verified
* the withdrawal had already been approved
* full identity verification was successfully completed

In this context, the permanent confiscation of funds appears disproportionate to the nature of the issue described.


⸻

📌 6. Request for reconsideration

Given the inconsistency between the initial approval communicated by support and the subsequent compliance decision, I respectfully request a full review of this case with particular attention to:

* the timing of the withdrawal approval
* the communication provided by live support
* the proportionality of the final sanction

I remain open to a fair and amicable resolution, including partial or full release of the remaining balance.

⸻

📌 Final note

I have acted in good faith throughout the entire process and fully cooperated with all verification procedures. ( i havé the vidéo vérification KYC too if you want )

Limare André

Ten days ago, I requested a withdrawal via bank transfer, which was accepted very quickly. Unfortunately, it's been 10 days and the money still hasn't arrived. I spent a lot of time chatting and waiting for an email from support, which never arrived. It's not a large amount, but it's still a payment.

Title: Delayed Withdrawals (€2600) – No Proof of Payment

I am experiencing serious issues with withdrawals from MyStake Casino.

I requested two withdrawals:
- €800 on March 10, 2026
- €1800 on March 12, 2026

Both withdrawals are marked as “Completed” in my account, and the casino claims that the funds were sent.

However:
- I have not received any money in my bank account
- My bank confirmed that no incoming transfers were received
- The casino is unable to provide MT103 or any SEPA transaction reference

I have contacted support multiple times via live chat and email over the past two weeks. I only receive generic responses such as “under review” or “investigation ongoing”.

Even after escalation, they are unable to provide proof of transfer or a clear explanation of the delay.

At this point, €2600 is missing and cannot be traced.

I am requesting:
- Proof of transfer (MT103 / SEPA reference), OR
- Immediate reprocessing of both withdrawals

This situation is very concerning and has been ongoing for too long.

I am ready to provide any additional information if needed.

Hello,

I placed a bet on March 14, 2026, on the Chinese Formula 1 Grand Prix, which took place on March 15, 2026, at 8:00 AM.

The bet, titled "The car to set the fastest lap," was placed on McLaren.

During the Grand Prix, neither of the two McLarens, Piastri's and Norris's, started the race. They didn't even leave the pits.

Both cars were classified as DNS (Did Not Start).

If I understand your rules regarding the fastest lap correctly, it clearly states that if the drivers do not start the race, the bet should be refunded.

At the end of the Grand Prix, I noticed that my bet had been marked as a loss instead of being refunded.

I contacted support via live chat to request the application of your rules. Despite this, the operator did not acknowledge my request.

That's why I'm opening this ticket here to find a solution.

Attached are all the screenshots to support my suggestions.

Hello, I was playing at the MyStake casino and everything was fine. However, when I decided to withdraw my funds in the amount of 1310$ my account was restricted and I lost access to withdrawals.

They asked me to complete document verification, which I successfully did. I also sent a video with my document where I had to state my personal details. Everything was completed correctly.
But now they say that my account is under investigation. This situation has been going on for many months. The support team is not trying to help me sometimes I waited for several hours for a response and received nothing.
Because of this, I decided to write to them by email, but every time I only receive the same template reply saying:
"Your account is under investigation."

The support team either does not respond or simply closes the chat. On one occasion when I finally managed to reach them, they did not provide any useful information.
They do not explain any violations, do not give a reason, and do not provide any timeframe for resolving the issue. Meanwhile, I have already been waiting for about six months.
The dates can be clearly seen in the email screenshots, and they also show that my account has been restricted from withdrawing funds)))) help me ask!

Mystake doesn't withdraw my funds! The first time i requested a withdrawal, they demanded:
1) ID verification - i have passed it.
2) Video verification - i have passed it.
3) Proof of address verification - i have passed it.
Each time they have declined my withdrawal and demanded something new. Now they just reject the withdrawal and say they will investigate my account 6 months. Please do something, this is a fraud casino, i see a lot of other complaints with the similar content. Please block this casino and mark as a scam casino.

I made a €93 payment to MyStake last Monday. The website displayed an error message, but the money was indeed credited to my bank account. I contacted support and provided the documents proving the payment. They told me my case had been forwarded to a team and would be resolved within three business days. As of Thursday, there's still nothing. Since then, I've sent emails, and they keep telling me the team is doing everything possible, that there's nothing to worry about since "my deposit is safe," while remaining vague and unclear about the progress of my case. I'm starting to think I'll never see my money again…