MyStake Casino - Player’s account closed amidst verification process.

I deposited a total of 346.08£ on Mystake.com today, 01.12.2023 since I haven't gambled in a while. I haven't loggined in to Mystake.com in a while, so I checked my profile firstly just to make sure. My profile wasn't verified. From experience I know that if my profile isn't verified I will have issues with withdrawing and playing, so I jumped straight to verifying my profile. As soon as I chose my type of document it gave out an error that I am not able to verify my account through the websites menu. I contacted chat support where I was told that I have to send over documents over email with a note of my name, date of birth and today's day all in a selfie with my face. The email given by them was kyc@mystake.email which was alright, so I skipped and headed straight to playing. I was playing on Hot Fiesta on a 3.15£ bet and I landed a bonus of 18 free spins on it. I made over 3100£ on that single bonus game. I was excited and I played for a bit more, which lead to around 2300£. Meanwhile I already sent an email to their email of a selfie with the described information to verify my account. At that very moment I was still doing a couple of spins where my screen froze and a pop up came that I cannot bet anymore. I was logged out of my account when I returned to the main menu. I was confused so I logged in again only to find another pop up saying "account closure". I was outraged and confused at the same time. I wrote to chat support again. I explained the situation and asked for explanation which I wasn't given any for why my account is closed. I could not withdraw my balance at all. I received a responding email that I am sending fake documents to verify my account, which is completely not true and I can provide actual photos and evidence of my identification. I was also told that I could withdraw my last deposited amount, so I tried and I couldn't even withdraw that as well, which is unbelievable. I am not going to tolerate this nonsense and I certainly didn't expect to see this from an online casino since it hasn't happened to me at all. Not only did I lose my whole deposit, but also my winnings which I won fairly and by all means luck. I am expecting an answer since that amount of money isn't small and this is completely discriminatory! Please I will send over all additional information if required, I have actual videos of my bonus win on my phone, all of my identification documents and other additional information if required!

Hello nikzboss,

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.

Was your account ever verified in the past? What kind of documents did you forward to the casino, can you also forward them to nikolas.b@casino.guru for further review? When was the last time you spoke to the casino and what was it about? Did they specify what exactly was wrong with the documents?

Looking forward to your answer.

Regards,

Nick

Hi Nick thanks for answering

So I haven’t been verified since I only registered in the past to use a small bonus ever since then I haven’t played on Mystake. After a while I decided to try it and when I logged in yesterday (01.12) I wasn’t verified. I immediately tried to verify my profile since I have played on other websites before and I know that if Im not verified I will have issues with withdrawals in general. When I went over on the verification menu an error always came on "machines make mistakes" saying to try again later. I tried many times however none of the options worked. Just to state my email was verified and I couldnt verify my ID nor my Address on the website.

About my documents, I have a British Passport, which I will send you the original photo of what I sent over at kyc@mystake.email, which I was instructed by their chat support to do. I was instructed to send over a selfie of myself, a note of my date of birth, full name and today’s date while also holding my passport. Ive given the requested documents towards the casino and I got an email stating "using falsified documents for the verification process is strongly restricted" while none of my documents are false.

I was in contact with their chat support always, I explained my issues clearly and no positive answer was given. I will send you over my original photo of what I sent and everything else that you need. The only photo I don’t have was the popup of the error when I tried to verify my profile since I was not expecting a situation like this to ever happen to me.

Any update?

Hello nikzboss,

Would it be possible to forward the same documents (or at least the one the casino considered fake) to nikolas.b@casino.guru for further review?

Hi Nick,

I sent you the requested documents to your email. Sorry for the delayed response. If you need anything else I will provide as soon as possible.

Thank you.

Hello nikzboss and thank you for the provided evidence. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, nikzboss!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello Pavel,

The system identified a falsified document, specifically proof of identity.

In case during the verification process some suspicions arise related to the identity of the user, such as but not limited to occurrence of more than one person in the respective photos, etc., the Company may at its sole discretion terminate the Account due to suspicion of fraud and refund back the last deposited amounts minus 20% of that amount charged as transaction fee. 

The document was edited, and therefore his account has been closed.

We will send you proof via email.

Best regards,

Thank you for the information, MyStake Casino.

nikzboss, unfortunately, we have received proof which confirms that you have provided falsified documentation. On this basis I will reject your complaint.