What Happened
A player from Germany says she deposited at MyStake in March 2026, cleared a bonus's wagering on slots, passed KYC and tried to withdraw 992 euros. The request was refused with a notice that the account was under investigation for reasons the casino would not share, and three months later she was still being told to wait. MyStake told the mediator the review had finished and the balance could be paid after a video verification, after which the account would be closed for good.
How It Developed
- Complaint opened after about three and a half months. Asked by the mediator, the player said the account was still open but the withdrawal button was greyed out.
- A resolver invited MyStake, which said the account was limited during a terms investigation and the player had been told what was needed.
- The player replied she had been told nothing beyond to wait; MyStake then said the review was done and a video check was required, and that an email with instructions had been sent.
- The mediator asked the player to do the video check and report back; after a 7-day extension with no reply, the case was closed. It can be reopened.
Abandoned
MyStake said the balance could be withdrawn after a video check, then the account closed; the player stopped responding before confirming. It can be reopened.
What Helped
While the complaint was open, MyStake declared the investigation over and named a concrete next step: a video verification, after which MyStake said the 992 euros could be withdrawn. Check your inbox and spam for the casino's instructions and tell the mediator when it is done; the case stopped only because the player went quiet.