MyStake Casino - Player’s account has been closed.

Hello, I was recently gambling on mystake and had £9.95 after depositing £10 so then I deposited another £10 on mystake so I could withdraw because the minimum amount to withdraw is £15. So I asked to withdraw in litecoin and so I was waiting until I checked the next day and it says account blocked when I try to log in. I have done nothing wrong I was just checking to see if it had gone through every once in a while. So my £19.95 did not be withdrawed and I can't log in again to see why. When I email them, they don't reply and going to this website is my last resort. I need my money I was ment to get withdrawed for a Christmas present but now I can't get it.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Do I understand correctly that you wanted to withdraw your deposits without placing any bets?
• Had you completed verification before you lost access to the account?
• Did you activate any bonuses on top of your deposits?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello. So I'm going to say that I did complete the full I'd verification before withdrawel and didn't use any bonuses at all. I did bet once with the money that I diposeted on dice to get over the 15 pound withdrawel amount because I know you can't just withdraw without gambling it's against the tos. Thank you Kristina for helping to resolve this issue.

Hello DanielRobinWilson,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, DanielRobinWilson. When was the last time you attempted to contact the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear DanielRobinWilson,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru