MyStake Casino - Player's account has been blocked.

First Hello casino guru what I want to tell you is that about 2 weeks ago my account has been blocked just after I have withdrawn money from the casino for litecoin in binance. The next morning it appeared to me that my account had been blocked to what I contacted the casino and still did not receive any response. I had withdrawn 160 dollars if I remember correctly and then I kept 20 dollars in the account to which I reached 100 dollars and withdrew again but this time 80 dollars after That left me with 20 dollars in the account that I did lose and I kept 0 dollars in the account. But I still did not get the money that I had withdrawn, which is 230 or 240 dollars and I ask them to unlock my account and give me the money that I withdraw to my binance account. GREETINGS AND THANKS

Dear Hernan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification before you were blocked?

Have you received any explanation from the casino regarding this situation?

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

Best regards,

Kristina

Dear Hernan,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We have reopened this complaint because we received this message from Hernan:

"First Hello casino guru and sorry for not responding earlier what I want to tell you is that about 2 weeks ago my account was blocked just after I had withdrawn money from the casino for litecoin on binance. The next morning it appeared that my account had been blocked to what I communicated with the casino and did not receive any response yet. I had withdrawn 160 dollars if I remember correctly and then I kept 20 dollars in the account to which I reached 100 dollars and I withdraw again but this time 80 dollars after that I kept 20 dollars in the account that I did lose and I kept 0 dollars in the account. But I still did not get the money that I had withdrawn which is 230 or 240 dollars and I ask them to unlock my account and give me the money I withdraw to my binance account. GREETINGS AND THANKS"

Before we move forward, Hernan, could you please get back to my first reply in this thread and provide all the required information? Thank you very much.

Dear Hernan ,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Dear Kristina, first of all good afternoon,

In the first place, the questions that you say you sent will never reach me, if you would be so kind, read the entire chain of mails, and send them again and they will be answered as soon as possible

Secondly, the money is my property, if you can block the account for security, I understand you, but know that I am the legitimate owner of said money.

If I do not have a favorable response, I will implement said claim by another means, judicial or administrative.

Greetings very attentive.

They are notified

Accountant Hernan A*** R***

ID. 23***535

Thank you for your reply, Hernan. I would like to emphasize that you have contacted Casino guru, that acts as an independent mediator. We did not block your account or withheld your winnings.

All my questions are stated in my first message in this thread, but I will copy them here:

"Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification before you were blocked?

Have you received any explanation from the casino regarding this situation?"

Lastly, I am not sure which chain of mails you have in mind. I have not received any emails from you yet.

Good morning:

All the chain of mails, you can see it, here in this blog.

If my earnings are neither blocked nor withheld, let's do a refresh, so that I can withdraw them:

I proceed to answer the questions.

1- No, I have never made successful withdrawals before

2- The verification, present the document and the face obviously did not go well, then I tried again and everything was ok

3- The explanation of the casino is simply the same, THE ACCOUNT HAS BEEN BLOCKED, but they do not give me alternatives to unblock and withdraw them

Waiting for a quick response, to unlock and withdraw the profits, mine

in case it is not so

I will attend some body and misleading advertising on the networks about Guru Casinos

no more

Greetings very attentive

Hernan R*** (Public Accountant)

Thank you very much Hernan for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Hernan,

I am sorry to hear about your situation. 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's representative to join this conversation and participate in the resolution of this complaint.

Dear MyStake Casino Team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked and verified?

Thank you in advance for providing the information.

thanks to disposition

CPN Hernan R*******

Hello Herman,

You should provide the video verification as well as the front and backside of the used card.

You should have already received the detailed instructions about that.

When you complete verification, you will be able to withdraw funds.

Best regards,

Dear Hernan,

Could you please let us know once you provide the casino with the required documents and have news regarding your verification?

However, after sharing the mentioned documents with the casino, please provide it also with a few business days to process them.

Dear Hernan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or do not require any further assistance, we will reject it.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, MyStake Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru

Greetings all,

The complaint has been reopened based on the player's reply:

"I need where to make the video, to unlock

Thank you

they didn't pass it to me" - translated from Spanish to English.

Hernan, it would be great if you could reply directly in this open thread. Your email address is getting notifications and the special link for opening the thread as a logged-in player. I recommend you check all your email inbox folders regularly. Please note that once I set the timer for you and we will not get any reply regarding your issue within our standard time frames, the complaint will be closed with the note "rejected" due to unresponsiveness and any further requests for reopening will be denied.

Thank you for understanding.

Dear MyStake Casino Team,

Could you please provide us with the information on possible ways of sending/uploading the necessary documents to the casino to complete the player's verification process?

Hello Branislav,

The relevant team has emailed the user about video and credit/debit card verification. If he follows all the instructions, he will be allowed to withdraw funds.

Kind regards,

I haven't received anything yet, neither the mail nor anything

Could you be so kind as to say what mail it was sent from?

Cheers

HR

Hello Herman,

The relevant team sent the instructions from kyc@mystake.com to the email you are registered with on our platform.

Regards,

Dear Hernan,

Have you already found the mentioned email, please? Did you check all your email inbox folders? If you found it - did you provide the casino with the required documents?

no i didn't find

please forward it, I don't know why they refuse

Cheers

Hello Hernan,

Have you checked your spam folder? Sometimes, mail can go there. Have you not contacted our live chat support for assistance?

As you could not check the email, we are sending the detailed instructions here.

"Please provide a video verification. It has to be taken in a selfie mode. Hold your identity document and paper, on which you’ll write the current date, your full name, the name of our website, and your username in one hand, the camera in another. In the video, pronounce all the information written on the paper loudly. Also, make sure that the information on your identity document is readable.

Also, verify these cards: 

4548XXXXXXXXXX81

4766XXXXXXXXXX51

Provide photos of both sides of credit card(s) you’ve used for deposits. Your full name, date of issue and 16-digit code of credit card have to be visible. You can hide the middle digits, but please make visible the first 6 and last 4."

If there is something you don't understand and need assistance with, please make sure to contact our support team at kyc@mystake.com or via live chat.

Regards,

Thank you very much, MyStake Team, for providing the information.

Dear Hernan,

Please, provide the casino with the required documents and let us know once you have any news regarding your verification.

We are looking forward to hearing from you soon.

Dear Hernan,

We are extending the timer by 7 days. Please, be note that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint, and as I mentioned, any further request to reopen will be denied.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player had more than enough time to contact us. Therefore, any further reopening requests will be denied.

Thank you very much, MyStake Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru