MyStake Casino - Player’s account has been blocked.

I have a withdrawal of 1200 currently at processing status and a further 1400 on my account with MyStake. As of Saturday morning I have not had access to my account and not been able to place bets, deposit or withdraw. Now I can not access the account at all and as I try to log in I get the message ‘user blocked’. I am fully verified and have received previous withdrawals and deposited many times. I have emailed them and all I get is that the account is under investigation. I keep emailing and I get no answer other than to ‘wait patiently’. This is a large amount of money for them to hold from me and it is completely unethical. I don’t see any reason why my account would be under investigation either.

Hello Ethan,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please, could you advise if you have accumulated your winnings with or without an active bonus?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

I have not used any bonuses at all and all winnings are from my own stakes.

I have finally received a response from MyStake this morning. They have asked for proof of my payment card which I have sent evidence over. The customer service from them is really poor and slow but hopefully I will be getting somewhere now. I will update you once I have an update from them. Thank you very much for your help.

Kind Regards

Ethan

Thank you very much for your reply and update, Ethan. Let's wait for a few more days to see if there is any development. In the meantime, I will keep this complaint open, so please, let us know if there is anything new.

Hi Kristina, unfortunately I have still not had an update from MyStake. I have emailed and all they reply with is 'please wait patiently'. I believe I have been extremely patient considering they are holding on to over 2600 euros of my money. I'm not sure what to do at this point. I hope you can point me in the right direction of getting this resolved.

Kind Regards

Ethan

Thank you very much Ethan for the update. I will now transfer your complaint to my colleague Branislav who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you

Hello Ethan,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear MyStake Casino, could you please state the reason why the player's account is still blocked and why the withdrawal has not yet been processed? When can he expect the payment?

Thank you in advance for providing the information.

Thank you for your help Branislav

Dear Casino Guru Team, 

Firstly, we would like to inform you regarding the above-mentioned user. In the last couple of weeks he used many different credit cards. For that reason, the user was informed that there was an ongoing investigation to determine whether the user was a legitimate holder of these credit cards or not. The latter was the reason why his account was blocked for a specific duration. 

Once he provided us with the proof that he was a legitimate holder of the aforementioned cards, his player account is no longer blocked and he's already able to withdraw the amount.

Hello, MyStake Casino team,

Thank you very much for providing the information.

Dear Ethan,

Are you already able to get to your gaming account and check your withdrawal request?

If yes, at this point, it should only be a matter of time before the payment reaches you.

I will keep this complaint open until your confirmation regarding successful withdrawal.

Please let us know as soon as you receive the payment.

Hello,

I have processed the withdraw and received it. Thank you very much Branislav and Casino Guru for helping me.

MyStake, I have updated my review on trustpilot and I am grateful for the matter being resolved. However, the customer service was poor throughout the whole investigation and I believe it took an extremely unnecessary amount of time considering all it required was copies of my bank statements which I could have provided the very first day of my account being put under investigation.

Thank you again to CasinoGuru!

Thank you, Ethan, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, MyStake Casino team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru