MyStake Casino - Player’s withdrawal is delayed due to account verification issues.

I'm having trouble withdrawing and verifying my Mystake account. I've contacted support but they haven't responded. I've provided all the necessary information but they still won't let me verify my account.

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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Good afternoon, I have an update. €400 was withdrawn from my account and now my account is blocked. I've asked and haven't received any response (we can't provide more information). I haven't violated any rules; I uploaded my documents normally, everything was correct, I received verification and then my account was blocked, and now I can't even access it.

Is there any solution because I haven't broken any rules and I've been blocked for no reason?

Thank you for your reply. I'm sorry to hear that your balance was voided and your account closed.

• Could you please specify what types of games you played to accumulate your winnings?
• Did you accumulate your winnings with or without using a bonus?
• Which documents did you submit to the casino for verification? Had the casino approved your verification before your account was closed?

Please forward all communication between you and the casino regarding the closure of your account to veronika.f@casino.guru.

Good afternoon, I played sports betting and won approximately €100. I also bought several slot bonuses and won the rest there. I never activated a bonus or anything; I just played raw with my own money. I provided my NIE (Spanish tax identification number) and my address, which is what the casino required. Regarding the verification, I received an email around 10 AM, but when I logged into the casino, I only had €43.50. My account history showed an Admin withdrawal of €399.50. I contacted support, and they said they couldn't give me any more information. It's possible I have another account with my NIE, as I lost the password years later, but I can't find out the reason for this account being blocked since they haven't given me any further explanation.

Thank you for your reply.

Could you please clarify your statement that you "bought several slot bonuses" while also saying that you "never activated a bonus"? There may have been a mistranslation, so I would like to make sure I understand correctly what you mean.

Also, did you have another account at this casino previously? If so:

• When exactly did you create the first account?
• When was the last time you accessed it?
• Was the account fully verified?

Good evening, I never activated a casino bonus. I played slots and bought free spins within the slots, but I never activated a casino bonus. I created the account approximately two years ago, and the last time I accessed it was last summer. I was never able to finish verifying the account because they kept asking for confirmation from support. I waited a whole month and never received a response. I didn't think much of it since I lost my entire balance. However, with this current account, I was able to complete the verification process without any problems, but after a few hours, it was blocked for no reason.

• Could you please clarify whether your first account was closed due to inactivity or because of a failed verification?
• Before creating the second account, did you try accessing your previous casino account again?
• Could you please explain why you decided to create a second account despite already being aware of your previous account?

Thank you in advance for your cooperation.

My first account is one I don't have any information about because, as I mentioned before, I lost access to it. I tried to log in, but the username and password were incorrect. I contacted support, but they didn't help me, so I decided to create a second account. I decided to create the second account because I have no way to access my first one. I consulted with support, and they said it was no problem, so I created the account.

Do you have any communication between you and the casino customer support allowing you to create a second account? If so, please forward it to me at veronika.f@casino.guru.

No, I don't have any proof since the conversation was through the casino's own support, and according to their response, they closed the chat. Is there any solution?

Dear doosceeroos00,

Thank you for your reply.

After carefully reviewing all the information provided, I’m afraid we are unable to pursue this complaint further.

You confirmed that you were aware of having a previous account at the casino and that you created a second account because you no longer had access to the first one. However, creating multiple accounts is generally prohibited by the casino’s Terms and Conditions, regardless of the reason, unless the player receives explicit permission from the casino beforehand.

While you mentioned that the casino support allegedly informed you that creating a new account would not be an issue, unfortunately, you are unable to provide any evidence or communication confirming this statement. Without supporting evidence, we are unable to challenge the casino’s decision.

For this reason, we consider the casino’s actions justified, and this complaint will now be rejected.

I understand this is probably not the outcome you hoped for, and I’m sorry we could not be of more help in this case.

Best regards,

Veronika