MyStake Casino - Player's account has been closed.

I had an account, and after requesting several times to change my details, which I entered incorrectly in order to verify my KYC, they denied it, and then, after verifying it, they blocked my account. I've tried contacting customer service actively and passively, and I've also reported it to the courts here, but nothing has worked. It's not working at all.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to better understand your situation.

• Could you please specify which personal details were entered incorrectly?
• Did you fill out your profile using random information, or was it just a small typo in your personal details?

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

Best regards

Veronika

Hello, I made a mistake because my data was completed with the autocomplete on my family member's mobile phone, but I reported this to the casino before verifying my identity and they didn't give me a response other than blocking me.

Thank you for your response. According to the Terms and Conditions:

The Company reserves the right to check Your identity prior to processing payouts and to hold withdrawals for the time needed to check Your identity. In case You provide false and/or incomplete Personal Data, the withdrawal can be refused and/or the Player Account terminated, of which You will be informed by email.

Unfortunately, it is the player’s responsibility to ensure that all personal information submitted during registration and profile completion is accurate and truthful. Since you used your relative’s phone and submitted their personal information, it is not possible to verify that you were the actual account holder. As a result, the casino was entitled to consider the account as non-compliant with its verification requirements.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with any other casino in the future.

Best regards

Veronika