HomeComplaintsMyStake Casino - Player claims that payment has been delayed.

MyStake Casino - Player claims that payment has been delayed.

Amount: £26,618

MyStake Casino
Safety Index:High
Submitted: 12 Feb 2024 | Case closed : 11 Mar 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 month ago

The player from the United Kingdom had requested a withdrawal less than two weeks prior to submitting his complaint. The payment hadn't been processed yet. The player alleged that the casino had closed his account and confiscated his winnings of £26,000. The casino claimed the player had duplicate accounts, which was a violation of their terms and conditions. The Complaints Team had requested supporting evidence from the casino. The player denied having duplicate accounts and suggested that the casino's accusations only arose after he won a significant amount of money. The case was further complicated by the player's alleged past chargeback. The Complaints Team had extended the complaint's deadline, but the player had not responded, leading to the complaint's rejection.

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2 months ago

I have been playing this casino for a while and deposited a few thousand, I had never withdrawn though until last Friday and they asked for all my ids which were all accepted and everything got the thumbs up, then my withdrawal processes kept getting rejected. I have been messaging them asking why and they kept saying send screenshot of the problem which I did everytime. I had by this time won a large amounts of money. They then informed me I had breached the rules due to bonus play which was a lie because I wasn't playing with any type of bonus and have screen shots to prove after that they then said its because I had duplicate accounts and they would be taking my money and would leave me my last deposited amount which is 120 euros and would be permenently closing my account I have never had any other account with them and why would I give them my passport bank details etc it's was all lies they have stolen £26000 of winnings, I have every transaction emails screenshot as I started suspecting foul play after reading horror reviews.

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2 months ago

Dear johnniedyer87,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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2 months ago

They have informed me the case is closed and they will be closing my account permanently. They cmhave literally lied and stolen legitimate winnings from my account how can they do this, your review of them being a safe company is incorrect this is criminal.

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2 months ago

Thank you for your reply, johnniedyer87. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.


Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Do I understand correctly that you didn't play with any bonuses?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

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2 months ago

I played with no bonus,and no ones else created another account from my household. Everything was absolutely fine they approved every one of my credentials and said everything was good then as soon as I won some money and tried to withdraw they started making problems as uou see with all the complaints with this company they started rejecting my withdrawal then blocked my account temporary then opened it again then was asking for my email and username etc just playing silly games until they finally made some ridiculous false claims and took 26 thousand pounds of my own deposited winning and made a system withdrawal and stole the money.

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1 month ago

Thank you very much, johnniedyer87, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

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1 month ago

Hello johnniedyer87,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite MyStake Casino to join the conversation.


Dear MyStake Casino,

Can you please provide information on why the player's account was blocked? Please forward any supporting evidence of your claim about the alleged multiple accounts to me at michal.k@casino.guru

Edited by a Casino Guru admin
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1 month ago

Hello,


Due to the user's ownership of two duplicate accounts, which violates our conditions, this money has been confiscated.



We will send you proof via email.


Kind regards

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1 month ago

This is funny as surely this would have flagged up when you approved all my ids and accepted me as a new customer. The only time this was ever brought up was after I had won alot of money. I'm curious to know why after confiscating the money you then offered me £120 to withdrawl. You also said originally it was to do with exceeding a bonus limit. Before changing it to I had duplicate accounts which I am anaware of and if they do exist they were not opened by me.

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1 month ago

Dear johnniedyer87,

While I can agree with you that the casino system could be set to prevent opening multiple or duplicate accounts if the same player details are used for registration, and a lot of casinos have already implemented this, it is not yet an industry standard among all casinos. Player verification as part of a Know Your Customer (KYC) and Anti-Money Laundering (AML) check is typically initiated only after the player submits a withdrawal request, so it is only at this time that the casino team finds any discrepancies or breaches of terms. I have sought additional information from the casino team, including supporting evidence for their claim. However, if the evidence is clear, regrettably, there may be very limited assistance we can provide in your case.


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1 month ago

Dear johnniedyer87,

I've been informed that you initiated a chargeback in the past. Could you please share more details about this?

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1 month ago

Dear johnniedyer87,

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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1 month ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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