The player from Argentina was unable to access his online casino account, which contained roughly $5,400,000 ARS. He had been given a date of December 15, 2023, to lift his withdrawal restrictions, but was facing login issues at the time. The player alleged that his account had been wrongfully blocked and his funds had been reduced without his consent. The casino argued that the player's account had not been blocked and his funds had not been confiscated. The player also alleged that he had been asked to pay a fee to reactivate his account via a Telegram communication, which the casino denied, stating that the said Telegram account was not their official one. We, the complaints team, after reviewing all evidence and communication, concluded that the player's disputed winnings had been lost by playing at the casino and the complaint was closed as unjustified.
MyStake Casino - Player's account access is restricted.
Amount: $5,400,000 ARS
MyStake Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
This is what I explained in my email to mystake support: I have a serious problem with my casino account today, November 12, 2023. I'm trying to log into my casino account after almost a month of inactivity. Today, I wanted to log in using the same username and password I've used in the past, but it won't allow me to do so. This afternoon I attempted several times to access my account. At one point it let me in after multiple attempts, but I did not see the correct amounts of money remaining in the casino, which is my biggest concern. Almost a month ago, I left roughly $5,400,000 Argentine pesos in my account, which I could not withdraw due to withdrawal limits set by the casino. Plus, they gave me a date of December 15, 2023 when they would lift withdrawal restrictions, allowing me to withdraw the remaining money. Today, I received this unpleasant surprise as I've never had issues accessing the casino before. PLEASE, I NEED A SOLUTION AS SOON AS POSSIBLE AS I NEED TO BE ABLE TO ACCESS MY ACCOUNT TO WITHDRAW THE REMAINING FUNDS.
Dear Facuu0926,
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.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Dear Facuu0926,
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.
Player's additional comments:
Hello, my name is Facundo and I am from Argentina. I am currently experiencing a difficult time as I am encountering an issue with Mystake Casino and haven't received any satisfactory responses or solutions to the issue.
I started playing at Mystake Casino a few months ago, drawn by the positive reviews and the variety of games they offer. In November 2023, I won a significant amount of money which I decided to withdraw in installments.
However, when I attempted to withdraw the final amount, the casino refused my request due to their withdrawal limit. They told me I could make the withdrawal on December 15, 2023, which seemed perfectly reasonable.
When the withdrawal date came around, I tried to log in to my Mystake account but found that I was unable to access it. I found it strange but decided to try again the next day, unfortunately, I was still unable to log in. After contacting the live chat, they informed me that my account had been blocked for violating the terms and conditions. I was baffled as all I had been doing was making withdrawals. The last time I logged in was in November, so it seemed strange that after a month of no activity, my account got inaccessible, especially considering I had a balance of $5,400,000 Argentine Pesos remaining!
This was the amount I planned on withdrawing in December.
After reaching out several times, the only answer I received was to email Mystake's support team for a response or solution. I have sent several emails but have not received any replies.
Recently, I contacted their live chat again, and they informed me that my account had been unlocked and that I could log in and withdraw the remaining funds. This seemed great until I logged in and saw that my balance was not the expected $5,400,000 ARS but $1,700 ARS! How could this be possible when the casino should not be able to access and use the money players have in their accounts? I am lodging this complaint because, at no point did I use the remaining balance. Moreover, I have the transaction history from the casino to back up my claim.
Please, I need help with this problem. Despite my attempts to reach out, I have not received any viable solutions and am continuously redirected to email support, which never responds. I honestly do not know what to do at this stage. It is so unfair what is happening to me. I honestly thought this casino was reputable and never expected to encounter such an issue.
Hi Facuu0926,
Thank you very much for forwarding the relevant communication. It looks like you were told to pay the fee for breaking the rules.
- Do you know which specific rule was violated?
- What's the exact amount of the "fine"?
- Have you taken care of the payment?
Looking forward to hearing from you.
Player's additional comments:
Hello, good afternoon
As I had told you in the other Mail, they asked me for 1000 USD to be able to reactivate my account with the amount I had in it, I wanted it to be transferred to cryptocurrencies but that didn't seem fair to me so I didn't agree.
They did not tell me what terms and conditions I had violated, simply that my account was blocked for that, nor did they even give me a concrete explanation.
Dear Facuu0926,
I’d like to ask you to reply inside the existing thread and not to send emails.
Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place.
You can reply to your existing complaint by following the "Link" from the notifications that have been sent to your registered email.
Hello, I am sending you more information about the Mail that I had sent to KyC Mystake, they had given me the same response.
Thank you very much, facundoo0926, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Thank you very much, I also hope for a fair solution to my problem.
Hello, facundoo0926,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MyStake Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear MyStake Casino team,
Could you please provide us with an explanation of the player's situation in more detail? Why have the player's winnings been confiscated? What steps should the player take to unblock the account and withdraw his disputed funds?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
Can you also look at the screenshots above (communication with the casino's representative on Telegram)? Is it an official account belonging to MyStake Casino? To be honest, it seems a bit strange that the casino would have asked the player to pay any fee for a breach and would have provided the player with an e-wallet number via Telegram, especially if it could have deducted any amount from the player's winnings. It looks a bit suspicious.
Thank you in advance for providing the information.
Hello,
After carefully reviewing the user's activity, we were unable to find any instances of balance confiscation. The player has several wins which are withdrawn successfully. We'll send you the proof over email.
Kind regards
I was looking at and reviewing the History of the transactions I had made and there is one that totally catches my attention since it supposedly says that I deposited money in the casino on 11/12/23
The same date that I made the claim to mystake support and the same day that I could not access my account, what a coincidence that just that day I had made a deposit to my account without having access to it.
Hello good evening Branislav
I summarize what happened because it seems that Mystake casino does not want to take responsibility for everything that happened and they want to take away the balance I had in my account to withdraw.
Gentlemen, I am not going to be doing all this if it were not true nor am I going to be taking the time to do something that is not, I have all the good intentions since I am Claiming what I win Cleanly in this casino with money that I myself deposited in my casino account, I am fully aware and I know perfectly well the balance that had been left in my account, disputed amounts of $5,400,000 million Argentine pesos, the same casino told me that as of 12/15/23 I would be able to withdraw the money I There was in my account until that moment everything seemed understandable to me.
When I want to log back into my casino account on a certain date, it won't let me log in because I honestly don't know. From there I tried to contact Mystake Support by email and they did not give me a response until today. I am looking for help on Telegram since the casino has a Telegram group and you can enter from the mystake casino page. I contact the advisor. Telegram, I explain what happened and he starts to verify after a while he tells me that my account was blocked for violating the terms and conditions that they couldn't do anything.
After a few days they contacted me again by telegram telling me that if I wanted to have access to my account again I had to pay a sum of $1000 usd for cryptocurrencies, once I paid the fee my account was going to be reopened with $5,500 usd
I mean, instead of giving me a solution, they wanted to get more money from me. How could this be possible, I tried to find another solution since the treatment they wanted to give me was not at all reliable.
I contacted the live chat, explained what happened and they told me to send an email to KyC Mystake, they contacted me by email and they told me that they reopened my account so I could withdraw the balance I had, from there I entered my casino account. and I see that the amounts I had to withdraw were not
I contact KyC again and they tell me to send an email to Mystake Support, gentlemen. Mystake Support never answers the emails. How can this be possible, so there is no type of communication with this casino.
The casino must take care of this because then if I don't use my account for a whole month, they can appropriate the Deposits and Profits from the players' accounts. I can invent any excuse to not give the corresponding balances.
I HAVE SOLID EVIDENCE.
ALL THE EVIDENCE, GENTLEMEN, CAPTURES OF THE TRANSACTIONS, CAPTURES OF WHAT I SENT AND SPOKE ABSOLUTELY EVERYTHING ALSO OF ALL THE MESSAGES I SPOKE ON TELEGRAM AND LIVE CHATS, CAPTURES OF THE PROFITS OBTAINED AND DEPOSITS ABSOLUTELY EVERYTHING FOR THE CASINO TO TAKE CHARGE OF THIS IT HAPPENS AND THEY ARE NOT INVENTING UNNECESSARY EXCUSES.
Dear facundoo0926,
Is your account open now, or is it still blocked/closed?
Dear MyStake Casino Team,
Thank you for your email. However, I am afraid that it does not confirm your claims sufficiently. Also, my questions above have not been answered at all.
Could you please look at my last email regarding the matter, answer all my questions, as well as the ones above, and provide me with all the requested details?
Looking forward to hearing from you.
Hello, how are you Branislav?
My account is open at this moment, but without being able to use it.
Thank you for the update, facundoo0926. While we will wait for the casino's response and further details, and if it is possible, can you please take screenshots of your transaction history (if you do not have them already) and forward them to my email (branislav.b@casino.guru)?
Sisi, I will gladly send them to you right now since it was the first thing I warned myself about.
Hello Branislav,
We have sent the relevant docs via email.
Kind regards,
Mystake
Greetings all,
Thank you very much, MyStake Casino Team, for your email and the additional data provided.
Dear facundoo0926,
After reviewing your emails and the screenshots, a few questions arose.
How did you please calculate the disputed 5,4 mil. ARS? Where did you get this amount from?
The last 2 withdrawals from November 15 and 17 that you referred to were rejected, returned to your balance, and played away. In addition, you sent me screenshots for November transaction history, but it begins with November 13, while there were many more transactions made during this month.
Another thing - what should the provided video (filling amounts upon unfinished withdrawal requests) prove?
It looks like you wrote the amount of 2 mil. ARS incorrectly on purpose so the system could have allowed you to withdraw something from the remaining 1,700 ARS but to show it like it would be possible with those 2 mil. only if there is such a balance available in your account. You even made a mistake at the beginning and started writing it correctly, without dots - so the system would have calculated it without problems. However, that is not the issue here. Your withdrawal requests were submitted correctly. But, they were rejected after, and you lost them by playing at the casino. Unfortunately, I cannot currently see any issue here.
Are you sure we are talking about the correct casino account?
Can you please also provide me with the transaction history from your payment method used for withdrawals (Tether USD - Tron/TRC20) for the period November 1, 2023, to November 30, 2023?
It would be great if you could provide me with screenshots from your crypto e-wallet or a report showing your complete transaction history for November 2023.
Feel free to send it to my email address (branislav.b@casino.guru).
Looking forward to hearing from you.
Hello, how are you Branislav?
Exactly as you say, when I wanted to make the last withdrawals on November 15 and 17, they were processed but they were rejected because I had exceeded the casino's withdrawal limits, and the amounts had been returned to my casino account.
which appeared in the balance I had available in mystake casino account.
In the video, what I wanted to demonstrate is that if I have a balance less than the one I want to withdraw, it will not let me make the transaction, much less press the confirm the operation button, that is what I was referring to because if I have an amount of 1,700 ars and I want to try to withdraw 2,000 ars. It is not going to let me do the operation in any way, much less let me press the confirm button. I don't know if I am explaining myself correctly.
Since on November 15 he had wanted to extract the last amounts, the operation was carried out but he later rejected it due to the casino's limit.
Branislav I am fully aware and 100% sure of what I am saying I had the $5,400,000 million ars in the balance of my mystake account that I planned to withdraw on December 15, 2023
Maybe I played a few more games during the month of November but at no time did I lose the total amount I'm claiming. In fact, I was on a pretty good streak since I won quite often in several of my favorite games, which had I decided to leave that last amount since I was aware that I could lose everything in an instant but under no circumstances did I lose the total amount that I am claiming, which is why I had decided to wait until the date of December 15 to be able to withdraw my balance.
Another thing I don't know is why mystake casino had blocked access to my account since as far as I know I never violated their terms and conditions, much less did I do anything inappropriate, I simply played, deposited money and if I won an amount that was convenient for me, I would withdraw it. It's all Asia I don't understand why she did this and the strangest thing is that right on the date where I was planning to withdraw the balance I had in my account, all this is super strange since I never thought this was going to happen to me I totally trusted This casino because several of my favorite extremes recommended it 100% and I had also informed myself by searching for reviews of it which led me to fully trust and deposit my money in this casino.
Good evening from here Branislav
I have already sent you the screenshots and a video of the cryptographic history of my wallet.
One of the things I would like to know is why the casino took away my access to the history of my bets and winnings? Why can't I see them?
However, in previous months I could see them and had full access to them.
Another thing that they did not respond to is why in the telegram group, when I contacted the mystake casino representative and told him about my situation, he asked me for a sum of money to be able to regain access to my account with the balance that I had. had in it, they are supposed to help users and not to request money for their accounts. This is an unpleasant experience since the casino should never request money for external accounts from a user who is registered in their said Casino.
It's a shame since these customs leave a lot to be desired from a Casino that is supposed to take its actions seriously.
Dear facundoo0926,
Thank you for your emails and additional screenshots, and I am sorry for the delay.
However, as I mentioned earlier, transaction history from your MyStake Casino account and your game logs show that in the period in question, there were 2 successful withdrawals each per 2,000,000 ARS, while the remainder was returned to your casino account (due to exceeding the monthly maximum cashout limit) and lost by playing games. In addition, transaction history from your e-wallet confirms this, as well as the deposits made to the casino on November 12, November 20, and December 11, 2023.
Unfortunately, there is nothing we can help you with since the returned funds were lost by playing in the casino. Nothing was confiscated.
So, I would only like to provide the casino with a chance to additionally clarify the Telegram communication and request for depositing to the casino ($1000).
Dear MyStake Casino Team,
Before the case is closed/rejected, can you please look at my questions regarding the screenshots/Telegram communication provided by the user above?
Is it an official account belonging to MyStake Casino? What was the reason for asking him to deposit such an amount to the casino? What Terms and Conditions (as the representative is referring to in the Telegram communication) were violated?
Hello, how are you, branislav?
It is very unfortunate that they cannot help me in this case and that all this happens to me with this casino since I really thought it was a very transparent casino full of good reviews and reviews.
Please, Casino Guru, at least you couldn't have the last of my deposits refunded so that I don't give a bad rating to this casino and don't have any kind of bad review of it.
I'll just leave it at nothing and not give any kind of bad review.
Since they couldn't give me a concrete solution that at least they would refund my last deposit from December 11, please, that's all I ask and I will leave satisfied without any type of criticism.
Why would you give the casino a bad review, facundoo0926?
Because you deposited to the casino and lost your funds by playing games? I sincerely hope you are kidding.
No casino would return deposits that were lost by playing. That is the point of playing at online casinos. It is a way of entertainment, while you have a chance to win and withdraw possible winnings, which (for example) you did in November. On the other side, all players take a risk of loss of funds they deposit to online casinos. Then you lost all the funds that were returned to your balance after the withdrawal requests were denied due to exceeding the casino's monthly withdrawal limit. There is nothing to complain about. You only had to wait until the monthly withdrawal limit was reset and then to request a new withdrawal.
We can only wait for additional clarification of a bit of strange communication between you and a casino representative on Telegram, but that is all we can do for you at this point. Unfortunately, the complaint will likely be closed/rejected anyway.
So, now let's just wait for the clarification from the casino regarding Telegram communication.
Of course, then you are considering me a liar?
Good
All of 2023 I was playing at this mystake casino. At no time have I violated their supposed terms and conditions for which they had closed my account and on top of that they did not even give me the reason why they closed my account. Is this an appropriate way to treat your users?
I tried to seek help so that they could explain to me the reason why I did not have access to it, I had to contact me by telegram because until today they did not give me a response by email and to top it all off they asked me for more money to be able to have access In my opinion this is shameful.
In the month of November I had accumulated a sum of money which I was waiting to withdraw until the date they gave me
Logically, I am not going to be wasting my time doing all this or lying about something that is not.
What's more, I already see clearly from the practices of this casino that many users did the same thing with their accounts and on top of that, the user had a sum of money in it.
Does this mean that from the first moment I put a sum of money in my account I have to set up a camera and record absolutely everything?
Not all of us are well informed about the things that happen in casinos, there are people like me who trust without having to do that. I see that that was my mistake for not taxing absolutely everything that happened inside this casino.
I don't care if Casino Guru doesn't believe me, because if we talk about equality the user will never be right and will always lose.
Maybe rest assured that I will not sit with my arms crossed and my case will go viral so that the same thing as me doesn't happen to anyone again or that at least they have the priority of taxing when it's time to play.
No one called you a liar. Or, can you please show me a part of my previous posts where it was indicated?
I described what the provided data shows. There were some withdrawals and deposits. Maybe your withdrawals were denied and credited back to your balance during the time you made a significant balance from previous sessions, and you did not notice it was credited back, so you lost those funds with your balance.
However, the data shows your last deposits and returned withdrawals were lost by playing games, while some of the last withdrawals were successfully paid out to your payment method.
The casino could ask you to deposit for several reasons. In some casinos, it is common that they block players' accounts during the time of having a pending withdrawal (to not lose their winnings in the meantime). But, we cannot know the exact reason without the casino's explanation and clarification.
If you want me to close the case prematurely, feel free to let me know, and I will do it. No problem at all. But at least I would like to help you to clarify a few things before closure.
If everything is clear now, please let's wait for the casino's response.
Hello,
This telegram channel isn't our official one. These are our official channels:
Furthermore, using the official telegram accounts we are not contacting the users, those channels are only for the news!
Kind regards,
Mystake
Thank you very much for your clarification, MyStake Casino Team.
Dear facundoo0926,
Based on all the above-stated, we are closing this complaint as unjustified. The disputed winnings were simply lost by playing at the casino.
As for the Telegram communication - it looks like someone wanted to scam you. It is great that you did not send the money according to their request, and that you discovered the fraud in time. In the future, I strongly recommend checking such information with casinos on their official websites directly in case of doubts regarding any communication channel.
I am sorry we were not able to help you with this one, but please, 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.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Thank you very much, Mystake Casino Team, for providing information and for your cooperation.
Best regards,
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