The player from Denmark had temporarily closed his account to avoid gambling his balance of €90,000 while waiting for withdrawals. However, he was later informed that reopening the account was not possible and that his balance had dropped to £1. He requested an investigation into the discrepancy and access to his original balance for withdrawals. The Complaints Team asked for further details and evidence from the player to clarify the situation and proceed with the investigation. Nevertheless, due to the player's lack of response to multiple inquiries and reminders, the complaint was temporarily closed without resolution. The player retained the option to reopen the complaint in the future if he chose to resume communication.
MyStake Casino - Player's account is closed and balance is missing.
Closed
Our verdict
Player stopped responding
Amount: €90,000
MyStake Casino
Safety Index 9.7 Very highCase summary
Discussion
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2 months ago
I had a balance of €90,000 in my account.
Because MyStake.com has a maximum withdrawal limit of €15,000 per month, I was concerned that I might end up gambling the remaining funds while waiting to withdraw everything.
To avoid this, I decided to close my account temporarily, with the intention of reopening it later and continuing my withdrawals in line with the monthly limit.
However, when I contacted the casino again, they informed me that reopening the account was not possible. After that, I was told that my account balance was only £1, which is completely incorrect and does not reflect my previous balance of €90,000.
I have documentation/screenshots to support my claim and would like this issue to be investigated. I am requesting access to my original balance and the ability to withdraw my funds according to the stated limits.
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2 months ago
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Stay safe.
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2 months ago
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 clarify your situation.
- Could you please describe in more detail how your account was closed? Did you request the closure through customer support (via chat or email), or did you close it yourself through your profile settings?
- When was the last time you received funds from this casino following a withdrawal request?
- When exactly was your account blocked, and what was the real-money balance in your account at the time of closure? Were there any pending withdrawal requests in your account at the time of the closure?
- Please forward any relevant evidence you may have for the investigation of your case to veronika.f@casino.guru.
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
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2 months ago
Dear OlliOlliOlli,
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.
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2 months ago
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,
Veronika
Casino.Guru
