MyStake Casino - Player's account has been blocked.

Hi,

I can't access my account since April 2 2022. Keep getting user blocked error. I've been going back and forth with the mystake support team thru email; but I keep getting the same response "Your account is under investigation." with no further updates. Please assist. Thank you.

Hello PhilipChung,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that Can$5,125 (dispute value) is being held in your account? Have you accumulated these funds with or without an active bonus?

Would you be so kind as to 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, correct there's still $5125 within my account without any active bonuses. I will send you the emails conversation i had with the casino. Thank you.

Thank you very much PhilipChung 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 PhilipChung,

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.

Dear MyStake Casino,

Are you able to provide further information regarding the player's account having been blocked?

Hello Adam,

I want to inform you that the account of the user is under review. All the game transactions and winnings must be thoroughly investigated and analyzed. We wait for the details from a third party (game provider) as well. Therefore the process takes more time, from a few weeks to a maximum of six months.

'' The Company reserves the right to hold the withdrawals for the time needed to investigate violations of the Terms and Conditions and/or applicable laws on part of the Player''.

We'll do our best to speed up the investigation and we'll update him by email once everything's checked.

Thank you for the update, MyStake Casino.

Dear PhilipChung,

I will set the timer for 14 days while the casino investigates as per their terms. If there are any developments within that time please let us know.

Dear PhilipChung,

Is there any further news regarding your account?

Kind regards,

Adam

Hi Adam,

My account is still blocked; and I haven't heard from back from the casino yet.

Thank you,

Phil

Dear MyStake Casino,

Can you supply any further updates regarding the player's account?

Hello Adam,

As we mentioned before, the account of the player is under thorough investigation.

Our bookmakers consider his sports winnings suspicious. Thus it takes some time to fully analyze all the activities.

In our practice, such accounts are being investigated for a maximum of 6 months.

Please consider that we don't block players for no reason. Once the investigation finishes, we will inform the player regarding that.

Dear PhilipChung,

Have there been any further developments?

Dear PhilipChung,

As this investigation is likely to be ongoing for an unknown period of time and the reason for it is primarily due to winnings from sports betting, the complaint will be rejected for the time being.

It can be reopened at any time, and once the investigation has been completed we can proceed as is necessary. Please let me know if there are any developments, or if I can help with anything else (adam.m@casino.guru)

Kind regards,

Adam