MyStake Casino - Player’s account has been audited.

hello I've been a excellente customer for Mystake.com deposit multiple times... and when I won a lot of money they put my account on restriction and investigation. Its been 3 months and I can't even withdraw my Money. they holding me 11 411 usd.

Dear frankj8,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first withdrawal attempt? Was your account successfully verified in the past? Have you redeemed any promotional offer when placing your last deposit?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes I’ve been fully cooperating, it’s been almost 3 months im waiting, I’ve never made a withdraw in this website just multiple deposit & my account was fully verified when it was created and I’ve never took any bonus or promotions. Thanks you casino Guru

Thank you, frankj8, for the clarification. Could you please advise if you have sent personal documents to complete the KYC account verification or by "verified" you mean that your email address was verified when you created the account?

My account was fully verified since it was created which mean I send proof of identification, proof of address and my email was verified. Everything was checked and accepted. When I tried to withdraw the first time they asked me to send a video of myself holding a paper with my username, the date and the website all written in the same paper. Which I send. My Kyc was done properly.

Thank you very much, frankj8, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello frankj8, 

I have reviewed your case and will contact the casino to see if I can help. In the meantime, can I ask you to please confirm if you have accumulated your winnings from sports betting or casino games?

We would like to invite MyStake Casino to join the conversation and participate in the resolution of this complaint.

Dear MyStake Casino,

Can you please clarify the reason for the investigation of the player's account?

Kind regards,

Adam

I mostly did my money in sports wagering in NFL and MLB bets

Dear frankj8,

I should inform you that we do not currently have a branch that deals with sports betting complaints. While this is something that we may do in the future, we currently do not have enough insight into sports betting to be able to advise you correctly.

We will await a response from the casino to find out the reason for the investigation, but please be aware if it is solely because of sports bets we may not be able to assist any further.

Kind regards,

Adam

I made my money via the casino and wagering on sports. The problem is they don’t want to pay me and they don’t give me any reason. And that is a big issue for any player who would like to sign in in their website, to be aware that’s this company do have complaints about withdraw problems. Also, casino guru is a website about review of online casino so I think my complaint is really important for me but also for potential new client in their website to

be aware how mystake have been acting with their clients. Thanks you

-Frank

Thank you for your comments Frank.

We will wait for a response from the casino and see how we might be able to help the issue get resolved.

Kind regards,

Adam

Hello frankj8,

We want to inform you that the investigation is near the end. Kindly ask you to wait till the end of the month and we will send you the answer via email.

Best regards,

Perfect & I will post the updates here with pleasure thanks you.

-Frank

Hello all,

Thank you for your responses. I will extend the timer while we await the result of the investigation.

Kind regards,

Adam

Good evening, im still waiting for your response Mystake we are currently the end of the month (31 October 2022) and still no updates. I tried to be patient and waited 3 months + for some investigations im not even aware of the reasons and I never withdraw anythings from my gains.

Dear Mystake Casino,

Can you please provide an update on the situation?

Kind regards,

Adam

Hello,

The user is able to withdraw 1000USD per week. We hope that this is acceptable for the player. The user was a sport winner, and it was the reason of investigation.

Best regards,

Hello MyStake Casino,

Thank you for the update on the situation.

Dear frankj8,

Please respond and confirm if you consider this to be acceptable.

Kind regards,

Adam

yes I confirm I can withdraw 1000 usd per weeks thanks you casinoguru

Hello frankj8,

As you now have access to your account and are able to make withdrawals of your winnings, I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam