MyStake Casino - Обліковий запис гравця заблоковано.

Hello. I have completely passed verification on this site (verification on the site itself + additional video verification that was requested from me, I have a message from support in the mail that I have successfully passed additional video verification). I have already made 3 withdrawals, the last one was literally 8 days ago and everything was fine. Yesterday I put part of the funds from my account ($647.49) for withdrawal, and today I wanted to log into my account and check the status of the withdrawal, but they just don’t let me log in my account, it says that the user is blocked. Please help me at least withdraw funds from my account, because I don’t understand why I was blocked, because just a week ago everything was fine. If they let me withdraw and then blocked my account, I would understand, but now they just stole my money.

Hope you will help me. Best Regards.

Dear igorigor06537,

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? Do I understand correctly that you haven't received any explanation from the casino regarding this situation?

Have you tried discussing this issue with the casino directly? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

I didn’t use any bonuses. The day before yesterday, my account was still fine. Yesterday, when I wanted to check the status of the withdrawal i already was blocked. I immediately wrote to online support, but they didn’t tell me anything and gave me the mail where I need to write. I wrote, but have not received a response yet. I heard about similar situations and I know that it is better to immediately write to competent people who can help than to try it yourself, so I immediately wrote to you.

Thank you for response, Kristina.

Best Regards

I want to add that I left a review on Trustpilot and a company representative answered me there, where he wrote me the following: (I am attaching a screenshot of his answer), and here I will duplicate my answer to him on this. My review on trustpilot was automatically deleted by their system, apparently because I edited it several times, because I don’t see a reply button there to maintain a dialogue with the representative. I am currently in the process of restoring the review via support.

My answer to them:

Explain to me what you thought was strange and "fraudulent" and I'll help you figure it out. If I’m not mistaken, I made a deposit through Skrill, but I didn’t withdraw money there, because in connection with some actions in the world, Skrill sent a notification with a recommendation to withdraw all money from the wallet, because at any moment they can block the citizens of Belarus , so I made the withdrawal through the cryptocurrency - your site gives such an opportunity. Withdrawals were made to the same crypto wallet, so what is the problem? You didn't email me and tell me to send you any photos etc. You just blocked the account. What do i need to send you so that your questions disappear?

Thank you very much igorigor06537 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 igorigor06537,

I have reviewed your case and will contact the casino to see if I can help.

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

Dear MyStake Casino,

Could you please provide some more information regarding the blocking of the player's account?

Thank you, Adam.

Hello Adam,

The account of the user is under thorough review. The investigation may take some time (from a few weeks to several months). There is no exact deadline since the case is being looked into with the betting provider.

As we have a suspicion of the user's winnings on Sportsbook, all the game transactions (bets) and wins must be checked and fully analyzed.

According to our T&C, ''The Company reserves the right to hold the withdrawals for the time needed to investigate violations of the Terms and Conditions and/or applicable laws on part of the Player. ''

Therefore the account is blocked till completing the investigation. We will notify him as soon as the process ends..

Is something required from me or is there anything I can do to help speed up the process? Why didn’t you tell me about it by mail right after the blocking? Moreover, I myself wrote to you 3 days ago and still have not received any answer.

And may I know what exactly seemed strange to you and what you suspect me of?

Dear igorigor06537,

Has there been any further progress or developments regarding your account?

No. So far, I have received absolutely no response to the mail, I have not received a response to my question about the blocking of the account, which I sent more than a week ago. Only in this complaint is there any contact. As the mystake rep said above, it will take a few weeks to a few months for the account to be verified, so I'm just waiting and hoping this ends sooner.

Hello igorigor06537,

Thank you for the update. I will set the timer for 14 days. If there are any developments within that time please let us know.

Still nothing. No news from MyStake.

Dear MyStake Casino,

Is there any further news regarding the player's account? Is the investigation still ongoing?

Kind regards,

Adam

Hello Adam,

I'd like to note that the account is still under investigation. When it comes to sportsbook winnings, the case is a bit difficult to fully analyze in a short period of time.

We have a maximum of 6 months to complete the investigation. That's the timeframe we internally have for such cases.

Please consider that we don't block users for no reason. There is a suspicion that must be cleared. Once the investigation ends we'll update you and igorigor06537 as well.

Best regards,

Dear all,

We will extend the timer further. Please continue to keep us updated on any developments in the meantime.

Kind regards,

Adam

Still nothing

Hello igorigor06537,

As this investigation is likely to be ongoing for an unknown period of time and the reason for it is primarily due to winnings from sports betting, the complaint will be rejected for the time being.

It can be reopened at any time, and once the investigation has been completed we can proceed as is necessary. Please let me know if there are any developments, or if I can help with anything else (adam.m@casino.guru)

Kind regards,

Adam

This complaint has been reopened at the request of the player.

Dear igorigor06537,

As the casino has stated that the investigation should finish after 6 months, we will now contact them for an update on the situation.

However, please be aware that we do not usually investigate cases regarding sports betting, and depending on the outcome of the investigation I may not be able to assist any further.

Dear MyStake Casino,

Has the investigation now reached a conclusion?

Kind regards,

Adam

Casino replied to my email: "Please be informed that your account is opened and you are able to withdraw 500 USD per week." If in the end I can withdraw all the funds, I will write to you here about it and we can close the complaint. Thank you

Hello igorigor06537,

Thank you for the update, we will await further information from you. I will extend the timer for 2 weeks.

Kind regards,

Adam

Dear igorigor06537,

Have there been any further developments regarding your withdrawal?

Kind regards,

Adam

Thank you guys. I got all my money so we can close this complaint.

Dear igorigor06537,

I'm glad to hear that your issue has been resolved and that you have received your payment. 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