MyStake Casino - Player’s account has been blocked and audited.

Dear Ducaev10,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past? How many days ago you’ve requested the withdrawal?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I create an new account 7-10 days ago.

did a deposit 5k around.

And starting to play on live casino only.

on Dragon Tiger game.

i won 30k and tried to withdrawl 6400 euros. But it was rejected cause account wasn’t verified ID. I sent them in best quality the reason it wasn’t clear. After send 3 docs different type and best quality they said than account is under investigation.

i continued to play and passed my account from 30k to 82k-84k.

After that my account is blocked and I don’t have access to him.

i wrote them by email, and chat but it’s the same support answer to me be patient to proper team…

already a week my account is under investigation.

i played only on casino live not slots.

and of course without bonuses.

I fully understand your frustration, Ducaev10. However, I will set the timer for additional 7 days allowing to casino two full weeks to complete their investigation and if there’s no development by Thursday next week, we will intervene. Let’s stay positive and wait for the good news. Thank you in advance for your patience.

Ok I’m ready to wait if they unlock my account and for they let me withdrawl my money by their rules 7.5k per week and 15k per month and let me play too …

Let's wait and see. I will check back with you on Thursday.

Yet not answer from their proper team.

during all this time their support answer on chat and by email too.

1 answer.

be patient … our team will answer you soon.

nothing new ….

hello, 2 weeks already !!! Nothing from their proper team or relevant team as they call them. The support don’t have any information. The support answer on their chat and via email too.

The only thing I get from them it’s support answers «  be patient, they will answer as soon as possible ».

during all this time I get this answer.

i understand than this team doesn’t exist and nobody will answer me. I had my block after 3 days only. I did a deposit of 5k and won 77k.

‘firstly my account than under investigation and after that they just blocked me.

during 2 weeks they can’t make an investigation of 3 days of gaming ?

i played only on live casino,

baccarat and dragon tiger.

what they do during 2 weeks on 3 days of gaming.

thanks to help me. In 10 years of online casino I never saw a team like this.

the support job is only say be patient they will answer.

never get a block after 3 days of gaming.

all was perfect for them I make a registration after that loose 2k they was happy no problem. Did a deposit 3k and won and get a block.

Thank you very much, Ducaev10, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@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.

Ok Thanks will wait his answer.

i will be happy if he can help me.

cause I’m gonna Be crazy more than 80 000 euros blocked!!!!

Hello Ducaev10!

From now on, I will take care of your complaint. In order to proceed, I'd like to invite representatives of MyStake Casino into this complaint so they can help us by providing an explanation and participation on the resolution.

without answer from them….

nothing new and same problem with them

Some update they just activated my account but investigation continue and I can’t deposit and can’t withdrawl…. Please help to solve this situation it can’t continue

Hello Martin,

We'd like to clarify that the account of the given user was under review and therefore he had no access to it. Yesterday we even notified him the account was still is being looked into and he could not withdraw any winnings until the process would be fully completed.

As for the win amount, the investigation has been finished on this matter and that's why he's been permitted to place bets. The user asked to be allowed to use his account and when the investigation reached a certain stage, we considered his request and unblocked the option to make bets.

I hope you find this information helpful in resolving the case.

Dear MyStake Casino,

Thank you for your response. I'd like to ask you, is there any possible estimate on when the investigation will be finished?

Hello Martin,

Investigation time varies from player to player. The is no exact timeframe for that. It may take weeks or months.

Regarding the given user, I want to give you a quick update. He placed several bets once he was permitted to do so. Right now, the user's balance is zero.

Dear Ducaev10,

Could you please confirm that at this point the balance on your account is of €0?

Yes 0 euros. I bet all money. They don’t give the time frame for their investigation it can take months.

scam casino 100%.

they just block money.

you can’t withdrawl.

it was the first and last time I put some euros on this website.

thanks casino guru.

but mystake it’s a scam casino if you win big amount they just block you.

they don’t explain why your account is under investigation….

Hello Ducaev10!

I am very sorry to hear that you decided to play down your balance, however at this point we will have to reject this complaint.

Unfortunately, we were not able to help you more, but please 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.