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I made a successful withdrawal of $5000 Cad on Friday Dec 28.

I attempted to make another $5000 CAD withdrawal a couple of days later. It was rejected and was told I was over my weekly withdrawal limit of 7500 euros or equivalent, which equals to more than $11000 CAD. So clearly making two $5000 withdrawals is within the limit.

I have attempted to make the withdrawal again and the same thing happened. I have sent 3 emails with no response.

Dear Confusingseeker,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify how many withdrawal requests you submitted in the week from 23 December to 29 December, and then from 30 December until today? Ideally, send me a screenshot of your withdrawal history in this casino.

Is the weekly withdrawal limit the only reason why your withdrawal requests are getting declined?

When was the last time you communicated with the casino customer support regarding your withdrawal requests?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

This is the only reason why my withdrawals are being declined. I will copy and paste the last email they sent. They are willfully disregarding their terms and conditions and what they are even writing in their email responses. This has to be willfully done because no one can be this stupid to not understand what they are writing. I will probably get my withdrawal by the time this case is completed but I want this noted on their rating because this is shady.

Hey Kenny 

This is what you wrote

 "€7,500 per week and €15,000 per month, or the equivalent in other currencies." 

What is the equivalent of €7500 in Canadian dollars? 

I will wait for your response. 

It's unfortunate we have to do this sentancee by sentancee until you grasp the concept I am trying to make. 

Thanks. 

From: support@mystake.email <support@mystake.email>

Sent: Thursday, January 2, 2025 12:36:28 AM

To: [email hidden by Casino Guru]

Subject: Re: Withdraw limits

Hello,

Hope this message finds you well.

We would like to inform you that your recent request for a withdrawal has been regrettably rejected. This decision was made due to the fact that you have reached the established limits for both weekly and monthly withdrawals.

It is important to note that, in accordance with the rules set forth on our site, the maximum amount that can be processed for withdrawal to a player is capped at €7,500 per week and €15,000 per month, or the equivalent in other currencies.

We kindly ask that you take this information into consideration for your future withdrawal requests. Please ensure that the amount you wish to withdraw does not exceed these limits.

Currently, you are able to withdraw an amount of 2,500 CAD.

Additionally, we would like to clarify how the withdrawal limits are calculated. The weekly limit is determined based on the 7 days following your last successful withdrawal, while the monthly limit is calculated over a period of 30 days after your last successful withdrawal. Thank you for your understanding.

If you have any questions or inquiries, please do not hesitate to contact us. We will be more than happy to assist you at any time.

Wishing you a wonderful day!

—

Best Regards,

Kenny / Support Agent

Thank you for your reply. You are correct that, according to the casino's Terms and Conditions, the weekly withdrawal limits are €7,500 or the equivalent in the local currency. Based on these terms, you should indeed be able to withdraw C$10,000 weekly without any issues.

Could you kindly confirm whether you have received the additional withdrawal of C$2,500? Additionally, do you have any new pending withdrawal requests visible in your casino account?

Looking forward to your update so we can assist you further.

Hello,

Yes, I was finally able to make the rest of my withdrawal after waiting the week.

I want to make sure that this complaint affects their rating and that others know what they are getting into when they use this site.

Dear Confusingseeker,

We’re glad to hear that your withdrawal has been successfully processed.

However, please note that this complaint will not impact the overall rating of the casino. While we understand that casinos must adhere to their Terms and Conditions, minor delays in processing withdrawals can sometimes occur. Just as we believe casinos should not severely penalize players for small infractions, we also take a balanced approach when casinos experience minor mismatches between their policies and actual practices.

In this case, the issue stemmed from withdrawal limits being specified only for euros, without proper recalculation for other currencies. As a result, the casino applied the same 7,500 weekly withdrawal limit to CAD transactions.

Although it would be ideal for payments to always be timely and error-free, the casino resolved the situation and paid your withdrawal within what we consider a reasonable timeframe.

Thank you for your patience and understanding.

I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika Fritz

Casino.Guru