Mystake Casino - Not allowed to withdraw money

Dear Mystake Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hello RYVUN,


As you already got informed, your account is under investigation due to suspicious bets and activities. Depending on the case, you may need to wait for a few months. Maximum period is 6 months, however we are doing our best to process the investigation as soon as possible.
You can always contact our support team via email or live chat and get updated information regarding your case.
As of now, please wait until investigation ends.

Best regards,

Hello RYVUN,

Your account is under thorough investigation.  The timeframe varies from case to case. In some situation, it may take up to 6 months.

According to our T&C "the Company reserves the right to hold the withdrawals for the time needed to investigate violations of the Terms and Conditions and/or applicable laws on part of the Player".

Our relevant team does its best to speed up the process. So please wait a bit longer. As soon as we have the final results we will notify you. 

Kind regards,

I inform the team of this site that my problem still remains unresolved. Mystake keeps talking about 6 months for its review and in fact nothing has changed in its position. This is an unrealistically long time for checking an ordinary player.

Hello RYVUN,

We are doing our best to finish the investigation as soon as possible. Kindly ask you to wait for the final answer. Our proper team will inform you as soon as the investigation finishes. Sorry for the inconvenience.

Best regards,

I don't want to wait another 5.5 months (more than 2 weeks have already passed since your "Investigation"). I'll probably have to file a complaint with the licensor. I also really want to make complaints to other sites and forums for maximum coverage of this problem. As I see from the complaints against you, these checks are massive and do not last adequately long. You know that there are a lot of online casinos in the world, but no one except you conducts investigations for six months. I want other players to know about it. I'll wait just a little more, since you ask, but patience is running out.

Hello RYUVUN,

As we have checked, you were asked to send us video verification in a different format. We kindly ask you to wait for any kind of update via email from KYC team.

Best regards,

Please see the Askgamblers team for screenshots from my email. In the first screenshot, you can see how Mystake requested video verification. On the same day I sent them this video (2 screen). Two days later, they told me to wait for the end of a six-month investigation (3 screenshot). After that, I did not receive any letters from them.
About requesting another video or another video format, Mystake is lying. Nothing more was requested. More than two weeks here Mystake answered only "Wait", and now it turns out that something was requested from me. And funny and sad at the same time. I am ready to send as many more videos for verification as I like, but I have not seen any repeated requests for video verification either here or by mail.

Dear @ryvun,

Kindly note that there are no documents attached to your latest post. If you wish to attach anything, you may do that by posting another public statement to your complaint.

Thank you for your understanding.

I'll try to attach screenshots again.