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

Hello, I have account on mystake casino, I was able to play and everything was fine, after I tried withdraw 800 euro, they requested KYC verification which already was completed, but I did it again, they requested me to send photo, with the written on paper nickname, date, website name and selfie with passport holding, I had done it as well. I got response that I’m verified all fine, after 10 min they block my account for no reason! I got email that is investigated and is may take up to 6 month. that happened on 9 September 2022, already past 6 month I have no answers from them, my account is still blocked, and they ignoring me. Please help me to get my money from there

Dear moskwinow,

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 casino games, slots, or sports betting)? 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 deposited 200 euro, to play sport betting and slots, I registered from beginning of August. My account fully verified I was able to do withdrawal successfully few time before this happened. My account has not accumulated bonuses I never use them or accept bonuses. My winning was with no accumulated bonus that was net profits with my own money

Thank you, moskwinow, for the clarification. As you might know, Casino.Guru doesn't deal with issues related to sports betting. However, since you played both, sports and slots too, we will try to assist you. Is there any relevant communication that you could forward to petronela.k@casino.guru?

Dear moskwinow,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.