MyStake Casino - Player’s account closed and withdrawal is possibly missing.

Signed up for mystake, fully verified account, deposited and won, withdrew £1000 and a further £900 on Friday which was processed on Sunday evening

I then deposited again on the Monday, withdrew a further £1600, when I logged in to check on the withdrawal my account had been closed, I contacted support immediately who told me my withdrawal was still processing.

I decided to wait for this to be processed, I have then asked tonight for an update and they have told me I have no pending withdrawals and that my withdrawal of £2000 was successful, my account balance was only £1600 so if they’d like to process a withdrawal of £2000 I’m absolutely fine with that but that doesn’t sound like it’s the case.

im very concerned I won’t be getting my £1600 withdrawal which is money I need for my wedding deposit and this is causing me a lot of stress.

mystake chat told me my withdrawal of £1600 was processing, my account was closed and I couldn’t log in to change this amount so I don’t know where £2000 has come from.

Hello JackDee97,

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 since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for any withdrawals to be processed.

Looking forward to your answer.

Regards,

Nick

Hi,

My account is fully verified for around 2 weeks now, none of my winnings were bonus related, the casino blocked my account on Monday evening with a Pending withdrawal of £1600 via SEPA transfer, I contacted live chat who confirmed the transfer was still being processed, they have since emailed me to say that the request was cancelled by myself and I withdrew £2000 via crypto, this is not true, I had no access to my account to do that and definitely did not want to carry on playing. My balance was only £1600 when I withdrew. I did not have £2000 in my account and I would not have done this via crypto as the previous sepa withdrawals had gone in just fine.

thanks

jack

They’ve not responded to my last email telling them I can guarantee them it wasn’t me cancelling any request for withdrawal and to check device log or IP etc, I’ve only ever used 1 device to log in, ever. It’s crazy how they haven’t even offered to look into it, why would I be complaining if they closed my account and paid me more than I had in my account! This is my WEDDING deposit that they have quite literally stolen from me.

Hi Nick,

just wanted to chase and see if you need anything else?

thanks

jack

Hello JackDee97,

Please forward the communication between you and the casino to nikolas.b@casino.guru.

Hi Nick,

I’ve sent this through to you, the last email says I requested for my account to be closed, none of this is true. I never withdrew via crypto, I never asked for my account to be closed, they can’t provide any device logs or ip logins, why would I be on live chat asking about a £1600 withdrawal via sepa if I’d cancelled it minutes before and withdrew via crypto instead and why would they say it’s processing, surely they’d say you don’t have a £1600 withdrawal, when I asked the question of why my account was closed what terms I’d broken, surely they’d say "you requested your account to be closed earlier today" at which point I’d have known something was up. This is all failings from the casino, something very dodgy is going on here.

thanks

Jack

Any update on this?

Hello JackDee97,

Is it possible that somebody has access to your account or device and requested a withdrawal and the to close your account?

Absolutely not. I use 1Password manager to help keep different passwords for all accounts. It seems this is the angle they’re going down however it’s physically not true. If it was the case that I had just gone on the chat minutes earlier and asked to close my account, then went on minutes later saying "my account is showing user blocked, why has this happened?" Surely they would go, how strange?

instead they told me my withdrawal of £1600 was still processing so I just thought fine and left it.

Any update on this?

Thank you JackDee97 for all the information provided so far. As we will need further information from the casino, I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you JackDee97 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MyStake Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what is the issue with the withdrawal.

Thank you!

Thanks, there response will be that I cancelled the withdrawal and withdrew via crypto and closed my account. They refused to provide me any logs etc, they refused to acknowledge that when I came on live chat asking why my account was closed and what was happening with my 1600 SEPA withdrawal I clearly hadn’t been on the chat minutes earlier asking to close it. Surely that should flag up and they would say to me, you contacted us to close your accounts minutes earlier? Also your withdrawal is now via crypto. It just isn’t true none of it, I just want my withdrawal via SEPA that I requested as I deposited £1100 that day and withdrew £1600, it wasn’t exactly like I was cleaning the casino out?

Hello,

The user has requested the account closure due to concerns related to gambling addiction.

As for the withdrawal issue, the player requested 1600 GBP and cancelled the request by himself after that he earned more and requested 2000 GBP (his whole balance). So we can't catch any inconvenience in this case or some error.

Kind regards

Hi,

I am telling you like I have told you 100 times before, I did NOT contact you telling you to close my account. I did not gamble my balance to £2000, I withdrew £1600 via bank and that is the LAST activity i made on the account, why would I be wasting my time messaging to get this sorted.

Your email states I changed my withdrawal method and then went on to live chat to close my account yet when I actually came on live chat to ask why my account shows blocked? Surely then you’d say you just came on live chat and told us to close your account? I don’t have amnesia, I didn’t close my account then immediately come back on asking why it was closed? I also didn’t make £2000 then come on live chat minutes later asking where my £1600 withdrawal was.

if this was the case and someone was actually on live chat to you saying to close my account, you should have noticed it was unusual to be asking why he’s come back on asking why it’s closed!

I have told you I deposited this money, £1100+ in one day in good faith never dreaming you’d just close my account and now I’m being refused the money owed to me.

Please just check the device logs and attach them here. You’ll see I have only ever logged in with one device. I can guarantee you if you look at the logs for my account, if you’re saying I requested closure, you’ll see this evidently wasn’t me.

We will send you evidence via email.

Thank you, please let me know when it’s sent, I just want to see what was said on live chat and what device was used with IP address, you will see this was not me and should have been flagged to me.

Please can you send me this? I still haven’t received it.

If I don’t get a response from MyStake within 3 days I’ll be contacting my bank regarding this, mentioning an unlicensed casino is withholding my money. Mentioning that the merchant codes do not match, for example, one of the deposits made is to a yu gi oh trading card store based In America.

it is VITAL I receive this money for my wedding deposit back, I don’t want to go down this long process with the bank to recover my deposits but this situation is becoming increasingly stressful, I’m just asking that mystake do the right thing here and pay me the money I am owed.

Dear JackDee97, the casino has provided me with evidence that the self-exclusion and withdrawal of the funds were requested from your account. Whoever requested this operated with the knowledge about your account, the operator had no way of distinguishing if it was you or not. Unfortunately, we are unable to assist, it is the player's duty to keep their login information safe and if your account was compromised there's not much that can be done in this case. Thank you for your understanding, we will subsequently reject your complaint. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter