MyStake Casino - Player's account has been blocked.

I hereby communicate my displeasure with the casino in question, as I had already made withdrawals at that casino and one day when I tried to withdraw another €200 they simply blocked my account for no apparent reason or justification.

Hello Ana,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please clarify when exactly was your account closed? Have you accumulated your funds with or without an active bonus, please?

Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

I won this amount without bonus, and my biggest dissatisfaction is that I tried to contact customer support several times and they never told me reasons, they just said that they would be contacted as soon as possible...

Thank you very much Ana for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.

Hello Ana,

I have reviewed your case and will contact the casino to see if I can help.

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

Mystake Casino, can please explain the reason for the player's account having been blocked?

Hello,

The account of the player ANA******** was under review. We wanted to thoroughly look into her game transactions before the withdrawal. That's the common practice in any casino.

For now, the investigation has been completely finished. The account is unblocked and she can play or withdraw funds without any issues.

Thank you for your response MyStake Casino.

Dear Ana,

Could you please confirm that you now have access to your account and the matter is resolved?

I confirm, ty for the help !

Dear Ana,

I'm glad to hear that your issue has been resolved. 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