MyStake Casino - Player’s account has been blocked.

I have completed the certification! They locked my account for no reason and locked me out of 100 euros! And I haven't been contacted by any customer service!

Dear emmettdominick386,

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?
• Have you 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?

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

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with the case. Thank you very much in advance for your reply.

Best regards,

Petronela

I registered a few days ago! They blocked my account! I have completed the certification! I've played baccarat! I don't get a bonus! They blocked my account and locked me up for 100 euros for no reason!

They haven't replied to me yet! They still haven't paid me back my 100 euros!

Dear emmettdominick386,

Is there any relevant communication that you could forward to me, please?

They didn't contact me! And he's not answering my emails

Thank you very much, emmettdominick386, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello emmettdominick386, 

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 participate in the resolution of this complaint.

Dear MyStake Casino,

Can you please provide some insight into why the player's account has been blocked?

Kind regards,

Adam

Hello Adam,

The account of the player was under investigation due to suspicious activities.

Now, the account is temporarily reopened so that he can withdraw 100 EUR, then it will permanently be closed.

As for the withdrawal methods, he can use Skrill, or Interac. In addition, he needs to verify the payment account.

Kind regards,

Hi, Adam.

My withdrawal is being reviewed! I will let you know if I receive the withdrawal! Thank you very much.

Dear MyStake Casino,

Thank you for your assistance and updates on the situation.

Dear emmettdominick386, 

Have you now verified your payment account?

Please do let us know when you receive the payment.

Kind regards,

Adam

He told me to use the Skrill electronic Wallet!

Dear emmettdominick386, 

The casino stated that you would first need to verify your chosen payment. Can you confirm if you did so before requesting the withdrawal?

Kind regards,

Adam

How do I verify that?

Hello emmettdominick386, 

It may be that they require a screenshot showing your account details or some sort of statement, but

it would be best to confirm what is required with the casino themselves.

As I understand the situation, once your payment method has been verified you should be able to make the withdrawal.

Kind regards,

Adam

Ok! I have completed the certification!

Hello emmettdominick386, 

Has the casino confirmed your payment method has now been verified? If so, you should be able to go ahead with the withdrawal.

Kind regards,

Adam

Dear emmettdominick386, 

Please provide an update on the situation. Have you been able to make a withdrawal?

Please be aware that if we do not hear from you within the set timeframe, the complaint will be rejected.

Kind regards,

Adam

Hello Adam,

The player successfully made a withdrawal of 100 EUR. The case is resolved on our part.

Kind regards,

Thank you for the information, MyStake Casino.

Dear emmettdominick386, 

Can you please confirm this?

Dear emmettdominick386,

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 emmettdominick386,

While it appears that this issue has been resolved, we have had no confirmation from you and so the complaint will be rejected. It can be reopened at any time.

Kind regards,

Adam