The player from Spain at Mystake Casino is facing difficulties in withdrawing their 1400 euros winnings. After providing all necessary verification documents, they were informed of account closure due to participation in games banned in their country, which the player disputes. The complaint was closed as the player stopped responding.
MyStake Casino - Player's account at Mystake Casino has been locked.
Amount: €1,300
MyStake Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
MyStake Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello, I've been playing at Mystake Casino for a few weeks now, occasionally, and I'd managed to accumulate 1400 euros. I decided to withdraw some of it, so I verified my account as instructed. However, when I attempted to take out the money, it would cancel after some time. This led me to contact their support team, who informed me that I needed to verify my bank card, which I had used to deposit money initially. I sent in all the requested photos, only for them to reply that my account had been locked for allegedly participating in games banned in my country. This is absolutely untrue since I'm automatically prohibited from accessing those unavailable games in my country. Now, I am left without money and unable to access my account. I would like to resolve this issue as the money is significant to me, and I was banking on it. I believe it is incredibly unjust what they are doing as I've always adhered to the rules. This incident is not typical of a casino purported to have a good reputation. If they could assist me in resolving this matter in a more straightforward and swift manner, I would greatly appreciate it. Otherwise, I will be compelled to explore the legal actions available against this casino.
Automatic translation:
Public
Public
1 year ago
Hello Joniel,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise when did you register into the casino? Did you use your own personal details to register? Did you use any software to alter your location in order to get into the casino? How much did you deposit there in total and did the casino refund anything?
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
I registered a month or two ago, I used all my personal data, I have always played from my mobile, I have never used any software to alter my location, from what I enter in its day the casino did not refund me anything but I do not want that give me what I get initially, I want my money, I have earned it legally
Automatic translation:
Public
Public
1 year ago
Translation
Can you please get Mystake to do something about it? I've seen you get in touch and get things sorted out
Automatic translation:
Public
Public
1 year ago
Translation
Here they are lying to my face, saying to the public that I blocked my account and that I have not verified the card, so that its image does not stain, but it is totally a lie, I verified the card as I They asked, twice and for the two emails they use, I have the emails in which they clearly tell me that they have blocked my account because they "think" that I have played prohibited games.
This is clearly a scam and they don't want to pay me, I need them to tell me what solutions to take further, if there is a place to report these things because even if I don't earn my money this is not going to stay that way
Automatic translation:
Public
Public
1 year ago
Hello Joniel,
Could you please forward any communication between you and the casino related to this case to nikolas.b@casino.guru?
Public
Public
1 year ago
Dear Joniel,
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.
Public
Public
1 year ago
Translation
Yes, I will send everything I need as soon as possible, I have screenshots in which they tell me that they have closed my account because of the card and for playing prohibited games and others where they say that I requested that they block me, the worst thing is that now I managed to get them to unlock my account and not I have funds, they say that I bet them all before asking to block my account and the transaction history does not exist, what a coincidence
Automatic translation:
Public
Public
1 year ago
Dear Joniel,
I still did not receive any e-mail from you, please send it within the next 7 days otherwise we will be forced to close the complaint.
