MyStake Casino - Рахунок гравця було розслідувано.

I opened a Mystake account on 22.12.2021. and immediately verified it. On 19. 03. 2022 at their request, I verified the account a second time.

On 12. September 2022, in the early hours of the morning, I requested a withdrawal of €2,300, leaving a balance of €1,271.98.

Around noon I found that my account was blocked. I asked them in a letter, and they answered me:

'Your account is under investigation, for now, it may take up to 6 months'.

It is important to note that I also have an account in Freshbet, which is owned by a different owner, but the two operators - Mystake and Freshbet have the same management. Nowhere, in anyone's rules, does it say that maintaining accounts in both places is a violation.

In Freshbet, my account was also blocked on 12. September. There I got a video verification request on their scenario. I did right away and sent them this video. I received confirmation in a letter that the video was approved, but was also told to wait 6 months because the account was 'under investigation'.

With them, my balance is smaller and the case with Freshbet is not the subject of the present complaint.

I have 20+ years of experience in online gambling, but I never even thought that such actions by an operator were possible. Through Googling, I found this to be common practice for Mystake, so I was patient.

So, 6 months have passed with only one change in the situation:

Mystake no longer accept players from my country and even their site is inaccessible to me - when typing their URL, I get an "Access denied" message.

Whatever it was, this "investigation" should have been completed in 6 months.

On March 7 of this year I sent them a letter reminding them about my blocked account and asking them to tell me how I could withdraw my balance and end our relationship. I have no answer, silence...

I have the necessary screenshots to confirm what I said and can provide them to Casino Guru upon request.

I am asking the Casino Guru team to help me get in touch with a Mystake representative to confirm the completion of this "investigation" and guide me on how to withdraw my balance from their inaccessible site.

Dear Bestbets,

Thank you very much for submitting your complaint. I’m really sorry to hear about your negative experience with MyStake Casino. Please allow me to ask you a few questions so I better understand the situation.

Was your win accumulated with bonuses? Which games have you played in the casino? (slots, live games, multiplayer) Were you asked to complete a video verification call in MyStake casino as well?

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,

Tomas

Hello Tomas,

Thanks for joining. Regarding your questions, I will clarify the following:

As soon as I registered with Mystake, I received free spins for the Dino game, but due to technical reasons, I never managed to activate these free spins. I have also discussed this with their operator on their live chat. But anyway, I played this game (Dino) just without bonus. I have also played in sports section.

I have no bonus commitments to them from which any claims could arise.

I was asked for video verification (approved) by their "sister" company Freshbet, immediately on 12.09., when my accounts were blocked simultaneously in both operators - Mystake and Freshbet. But you say "video verification call". It wasn't a "call", in the sense of dialogue. I made a video clip in which, according to their written instructions, I show my ID, a piece of paper with text and speak.

This type of video is not requested by Mystake. At all, nothing was requested. In my letter to them dated 12.09., I specifically wrote about this:

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I have just sent a video to Freshbet that they had required for verification.

If needed, I could send you a video like that or any other documents you need.

I want to ask you to speed up this ‘investigation’ process.

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They answered me:

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In case we need any information from you, we will make sure to contact you, until then please wait for us to contact you via email.

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I have not received any other letters from them.

And the 6 months are already up and let's try to finish all this. I will rely on your team for this.

Kind Regards,

Bestbets

Thanks for the explanation, Bestbets.

If you may, please forward any relevant communication between you and the casino to my email at tomas@casino.guru. You may include the verification video as well. I'll look forward to your reply.

Hello Tomas!

Meanwhile, 2 days ago I received a short reply from Mystake.

I just sent you all the correspondence and the video to your email.

Kind Regards,

Bestbets

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

Hi Bestbets,

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 Bestbets,

We require further documentation from your end; the necessary email was sent twice. Please review it and submit the required documents to withdraw the specified amount of money.

Kind regards,

Mystake Team

Hello Mystake!

I found in my mail today 1 email from you received at 12:06 (my time). This is an email where you want me to make a video in selfie mode and also a screenshot of my Skrill account. I recorded this video and together with a screenshot from my Skrill account, I sent them to you with a reply letter from 16:11 (my time).

Could you check if you received my letter, with the 2 files attached? If there is any technical problem with the mails, I will send you these files again.

Kind Regards,

Bestbets

Hello Bestbets,

Your document has been verified successfully. You are now able to withdraw your funds.

Kind regards,

Mystake team

Thank you MyStake Casino team for the update.

Dear Bestbets,

Can we consider the issue to be resolved?

Dear Peter,

Thank you for giving me the opportunity to share my case.

At the moment, I can provide the following update:

1) I received a letter from KYC Mystake, informing me that my documents have been verified and stating, and I quote: "Your account has been updated, now you will be able to withdraw the funds of 500 EURs per week." This was confirmed here by a representative of Mystake casino, who said, "Your document has been verified successfully. You are now able to withdraw your funds."

2) However, as I mentioned in the beginning of my complaint, Mystake no longer accepts players from my country and their site is inaccessible to me. Therefore, the only way for me to access their site, log in, and request a withdrawal is by using a VPN. Since I know that using a VPN in gambling industry often leads to problems of a different nature, I decided to get the official stance of Mystake on this issue. I contacted their KYC department, and then their support regarding the VPN. Yesterday, I received a letter with a response: "It is the player's sole responsibility for using such applications. We don't limit users if they are using VPN. As for the withdrawal, unfortunately, we cannot process it via email, you should request it from your side."

3) Today, I managed to access their site through a VPN. I logged in (yes, the account is indeed accessible) and requested the first €500 to be transferred to my verified Skrill account with them.

Please keep this complaint open, at least until we start the long (almost two months) process of withdrawing €500/week.

In the meantime, let's try to save time and effort for all parties involved by resolving the situation with my account at Freshbet without having to open a separate complaint. As I mentioned in the beginning of this complaint, I have an account (with a smaller balance) at Freshbet, which was blocked at the same time and in the same way. Its re-verification was confirmed as early as September 12 last year. I called the company Freshbet the "sister" of Mystake, and somewhere I read that the representative of Mystake called it "our other brand." Whatever the case may be, it is clear that there is a common management of both companies.

My question is whether the representative of Mystake can finalize the process for my Freshbet account as well. The username there is the same.

Kind Regards,

Bestbets

Hi Bestbets,

Thanks for the update. I hope there will be no problems with the withdrawal. Is there a reason why your withdrawals are limited to €500 a week? In the casino's T&Cs is stated that the weekly withdrawals are limited to €7500. I see no reason why the casino can't pay you the whole amount at once. Secondly, regarding the Freshbet Casino, please open a separate complaint. That is the company's policy due to technical reasons.

Hello Peter!

I have just received the first €500 in my Skrill account, which I requested yesterday. 

When I registered with Mystake, I accepted their T&Cs, which indeed state that the weekly withdrawal limit is €7,500. I have no additional agreements for anything different. My last successful withdrawal was on May 22, 2022 for €2,000. So far, I have not been informed by them of any specific withdrawal limits imposed on my account. I read about the €500/weekly withdrawal limit for the first time in their email from a few days ago, which I quoted in my previous response.

Kind Regards,

Bestbets

Dear Mystake Casino Team,

Could you please explain why the player's withdrawals are limited to €500 a week if the withdrawal limit displayed in your T&Cs is €7,500 a week?

Hello Peter,

The player had been noticed in suspicious activity and was under investigation regarding sports bets. We don't deduct anything from his balance but each withdrawal is limited. The decision is made by the relevant team.

Kind regards,

MyStake Team

Thank you Mystake Casino Team for the explanation.

Dear Bestbets,

Since your account is under investigation regarding sports betting, I'm afraid there's not much we can do. At the moment, we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately. I suggest you keep on withdrawing your funds at this rate. You should be able to withdraw the full amount within two months. I wish I could be of more help.

Best regards,

Peter