MyStake Casino - Player’s withdrawal is restricted.

I tried to do a kyc verification on mystake and it didn’t work and was rejected and now they are telling me that i violated terms and condition and can only withdraw £227.

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Dear Shreeya11,

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.

• Do I understand correctly that you no longer have access to your gaming account?
• Have you entered all the information truthfully during the registration process?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I do have access to my gambing account but i can’t use it as they said my account will be blocked once i withdraw all my funds. I had £1233 in my account and they made it £223 now.

Yes i entered everything truthfully during registration.

No i didn’t use any VPN.

They’re telling me that i violated their terms and conditions and when i asked what terms and conditions did i violate, they don’t say anything. I deposited more than £1000 in their website and when i try to withdraw £1200, they are trying to scam me.

Dear Shreeya11, Thank you for your response.

I would like to inquire if the casino has confiscated the remaining amount of £1233 from your winnings, or have they been successfully withdrawn?

Could you kindly share with me which types of games you primarily engaged in, such as slots, live casino, or sports betting? Additionally, have you reached out to the casino's customer support via email to inquire about the reasons behind the blocking of your account? If so, have they provided you with any explanation? I appreciate your patience and cooperation in this matter. Thank you.

I tried everything. They said that i’m using someone else’s identity to verify my account first and when i asked next time they said they can’t disclose any information and said i violated their terms and conditions. I won on live casino games mostly and crash as well. They didn’t provide me any explanation. Out of 1223, they allowed me to withdraw 233 only and my account they closed it.

Dear Shreeya11,

Thank you for your response.

Could you please let me know if the casino has mentioned any concerns regarding a specific document?

Further, if you could kindly forward the documentation you provided prior to losing access to your account, it would be greatly appreciated. You can reach me via email at attila.g@casino.guru.

Thank you in advance for your assistance.

I’ve sent you an email. Please check it.

Dear Shreeya11, thank you for your email. I have only received one document. Could you please forward the rest of your submissions as well?

Dear Shreeya11,

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,
Attila
Casino.Guru