MyStake Casino - Player’s account has been blocked.

Be very careful with this casino!

It's a huge scam. When you request a withdrawal, they close your account and send you an email saying that the account is under investigation , which lasts for 6 months! I asked them to give me my money and not to open it again but they refuse. And it's not much, only 200 euros!!

Dear kardimi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello .

I made my account about two months ago.

Its is fully verified. In fact, I have also done 2 I think small withdrawals , about 150 euros.

About a month ago, I had 200 euros and suddenly I could not access the account.

I played both slots and betting.

In the email they say everytime the same. That I have to wait up to 6 months and that they can't help me anymore.

Thank you very much, kardimi, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. However, I'd like to emphasize that if the reason to block your account will be related to sports betting, we will be forced to reject your complaint at the end.

Nevertheless, I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello kardimi,

I am sorry to hear about your troubles.

Usually, the investigation should take much shorter. However, in sports betting, we had cases where the casino was checking the account for several months.

I would like to invite the casino representative into the case:

Dear casino representative, please explain to us why the investigation should take six months.

Hello and thanks for the help.

I don't know what to say, they are unacceptable and they are not willing to help at all by email. As I told you, I played both slots and betting, but more slots. They are unacceptable anyway for such a small amount to close accounts without explanations!

Thanks again .

Hello Matej,

The user is the sports player. He made some suspicious bets that require investigation. 

Our relevant team needs to check everything with sports betting provider, which will take some time. We are doing our best to complete the process as soon as possible. He will not be able to withdraw winnings until the investigation ends. 

Best regards,

To tell you the truth, I did not expect another answer!

Unbelievable, they say that I had suspicious bets so that they wouldn't give me my money! imagine that it is only €200 .

I am sorry kardimi, I can't help you with this complaint.

We are handling only online casino complaints.

I saw similar complaints before and all I can tell you is that most of them was paid but almost before the deadline.

So please hold on another 3 months.

Because this complaint is about sports betting I must reject it.