MyStake Casino - プレイヤーのアカウントがブロックされました。

After deposited and withdrew several times, Mystake refuses my withdrawal and blocks my withdrawal function.

I asked in live chat about this issue in February 2022, and they said they will reply by email in few days (see photos of chat history).

But I haven't receive any email since Feb 2022. Mystake just finds excuse to reject your withdrawal and blocks your withdrawal function. Don't deposit even one cent to this casino.

Dear redthunder7788,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

I don't remember when I registered in this casino, but it should be one to two months before Feb 2022.

I completed the verification right after the registration, and successfully deposited and withdrew several times after the verification. I also used the same method for all deposit and withdrawal.

I played in live casino, and I wagered my money without any bonus.

I don't see any reason to reject my withdrawal, and I got not reply regarding this issue for more than 6 months. This is why I say Mystake is a scam.

By the way, my account is not blocked. I can still login, but I just can't deposit and withdraw.

Whenever I try to withdraw, the message 'You do not have a permission to make a withdrawal'. (see photo)

Thank you very much, redthunder7788, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi redthunder7788,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite MyStake Casino to the conversation to participate in the resolution of this complaint.

Hello Peter,

The account of Redthunder7788 is under investigation due to suspicious activity. The process has not been completed yet. According to the check, we may need 1 more month to make a final decision.

In order for us to successfully complete the investigation, kindly allow us enough time.

Best regards,

Mystake team

Dear MyStake Casino team,

One month is a very long time for an investigation. However, if there's no other option, I will set the timer to four weeks.

Hello Peter,

We are conducting more research since the evidence that was presented was not enough for resolving the case.

We have to await additional details from game provider.

I am sorry for the delay. We are doing our best to accelerate the process.

Best regards,

Dear MyStake Casino team,

I will extend the timer by 14 days. If we don't receive any evidence by then, the complaint will become unresolved.

Hello redthunder7788,

We try our best to resolve the case. We are investigating it with the game provider and doing everything we can to expedite the process. Kindly ask you to wait for the answer via email.

Best regards,

Dear MyStake Casino team,

Thank you for your email. I’m afraid we can't accept the decision to confiscate the player's winnings based solely on this report from the game provider. All we found out is that there were two opposite bets made by the player. The report can serve as an indicator but not as relevant proof of fraud or money laundering or whatever the accusation is. However, unless there is more supporting evidence suggesting some type of fraud, the player should get paid in full. The casino has the right to restrict the player from further play, but they should get paid what they won so far. 

Dear MyStake Casino team,

Thank you for your email. Unfortunately, our conclusion is as follows: We do understand the casino's point, however, we can't accept the decision to confiscate the player's winnings based solely on a report from the game provider. As mentioned before, the report can serve as an indicator but not as relevant proof of fraud or money laundering. I'm afraid the complaint will become unresolved and may negatively influence the casino's rating.

Dear redthunder7788,

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. As a last resort, I suggest you turn to the Curacao Gaming Authority (https://verification.curacao-egaming.com/validateview.aspx?domain=mystake.com) and submit a complaint to them. I'm not convinced that the game authority will help you with this one, but we can always try. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

We’ve reopened this complaint at the request of MyStake Casino. We received information that the player was eventually allowed to withdraw his funds.

Dear redthunder7788,

Can you confirm this?

Dear redthunder7788,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.