The player from Nigeria, who had used his account for over two years, had his account abruptly blocked after he made a profit. The account was under investigation, a process that could have lasted up to six months, with the player's winnings of 600 Euros being held during that time. The player had stated that he only participated in sports betting. We had informed him that our platform primarily dealt with issues related to online casinos and lacked the necessary insight to handle sports betting complaints. Although we had offered to contact the casino for more information, we had to reject the player's complaint.
MyStake Casino - Player's account and winnings are frozen.
Amount: €600
MyStake Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
11 months ago
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11 months ago
After I created my account I went through the required verification process. All documents were accepted, and I have been using this account for more than two years now with no issues because I have been losing money.
Recently I won some bets and eventually made a small profit. Suddenly my account was blocked for no reason. I reached out to the customer support and they informed me that my account is still under investigation, they refuse to give me any other details and claim that such an investigation may take up to 6 months !!!
This is fraudulent, more than 600 euros withheld for no reason.
You do not need six month to audit my bet. 24 to 48 hours is enough for a serious bookie to audit and give findings. At most 7days
You have seized my funds and want to release it at your own will. This for me is fraudulent.
I request that my funds be withdrawn to my Neteller account.
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11 months ago
Dear judesuncity,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with MyStake Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
What types of games did you play? Was it slots, live casino games, or sports betting?
Could you please forward the email you received from the casino about the investigation of your winnings to veronika.l@casino.guru? Alternatively, you may post screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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11 months ago
Dear Veronika
I only participated in sports betting and all my bet are accumulator bet with minimum odd of 1.3 and accumulator of 3 bets. The account was locked on 1st December, 2023 and till this moment no official response from the bookie on the exact date this would be resolve. A serious bookie shouldnt take more than 7 days to investigate my bet history and publish findings
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11 months ago
Thank you for the update.
As you might know, our forum Casino Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards
Veronika
