MyStake Casino - Обліковий запис гравця заблоковано.

I joined mystake.bet since 1 month ago. I made a deposited 300 usd and made one or two bets that i won. I have been requested to send my documents, i did. Then i have been requested to send a video selfie handling my id and a paper with the date and the name of the website, i did and all has been verified successfully! The day after i requested the withdraw but my account has been blocked while i received an email which telling me that my account is under investigation that could take up to 6 months !!!! Please help

Dear saviola88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus, please? Could you please advise when exactly you noticed that access to your account has been restricted?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@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,

Kristina

Hello Cristina,

thanks so much for your reply!

i did not get any bonus !

please see the communication sent to your email !

thanks again

Thank you very much saviola88 for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello saviola88,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, can you clarify which kind of games you have been playing, i.e. casino, sports bets?

We would like to invite MyStake Casino to join the conversation and participate in the resolution of this complaint.

Dear MyStake Casino,

Can you please explain the reason for the player's account to be investigated?

Kind regards,

Adam

Hi again,

Thank you Adam for your reply,

i made two sports bets : 1 table tennis and 1 tennis Roland garros if i remember good.

My question is why they blocked the funds of users accounts for 6 months !!!

Hello Adam,

The account was under investigation due to suspicious bets. The process has been completed. Saviola88 can withdraw winnings, but after that, the account will permanently be blocked.

Kind regards,

Thanks Adam for your help 🙂

Dear MyStake Casino,

Thank you for the update regarding the player's account.

Dear saviola88,

Please let us know when you have received your withdrawal and the matter has been resolved.

Kind regards,

Adam

Withdraw received.

thank you Cristina and Adam !

Dear saviola88,

I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam