MyStake Casino - Player's account is under investigation.

i recently found my stake and i was impressed with how fast verification was and i was lucky to win £3600 but i havent been able to withdraw it. im fully verified, havent used bonus money or anything like that and my account is now under investigation for "suspicious activity" i won money fairly and i deposited £1800 out of my own money. i want my money in my account or my deposits back.

Dear leahchanelle,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you play casino games or bet on sports?

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Hi. no i was unable to make any successful withdrawals as they kept rejecting and asking for more verification which i did immediately and i was playing casino games. i will send all those over to that email now!

thank you

Dear leahchanelle, have you received any update from the casino regarding the investigation?

yes i have. i emailed them to ask for an update and they said they closed my account!

Dear leahchanelle, has the casino explained why your account is closed or specified any suspicious activity?

nope. all they can say is they cant disclose the reasoning behind it. ive asked for explanations for weeks now

Thank you very much, leahchanelle, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, leahchanelle,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear MyStake Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been restricted for any actions?

Can you provide us with the results of the investigation or estimated time for finishing the investigation and informing the user about the results?

Although the casino informed the complainant that there is no estimated time frame, it is also not completely alright to hold her funds/winnings indefinitely or prevent her from withdrawing without a justified reason.

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hello,

We need some time to examine the user's deposits, which seem questionable, but we will respond to you as soon as possible.

Kind regards

questionable? ive sent proof of my card several times to kyc and support email. ive only deposited using 1 bank account which matches up to my name. its been weeks.

Thank you both for your replies.

Do you please have any news, MyStake Casino team?

its been solved now. i received funds

Hello,

We also confirm that the user has already successfully withdrawn the funds.

Kind regards

What great news, guys!

Thank you, leahchanelle, for the confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Thank you very much, MyStake Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru