The player from Spain faced an account lockout at Mystake due to suspected fraud after attempting to verify their address using a different ID card. Despite living at the same residence as their mother, the address verification failed, and he sought assistance to resolve the issue and access his funds. The Complaints Team extended the investigation period for additional responses; however, after receiving no further communication from the player, the complaint was rejected due to a lack of information needed for further investigation.
MyStake Casino - Player's account has been closed for suspected fraud.
Amount: €100
MyStake Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.2
MyStake Casino has a Safety Index of 9.2, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
Hello, the problem is with the casino "mystake".
I was trying to verify the address on my account, but I kept getting an error. I read that you could use a different ID card from the one you used to verify your identity (I used mine for that), so I asked my mother if I could use her ID card to try (since she lives with me and her ID shows the same residence).
After trying this method, I was told that my address couldn't be verified and that I should contact support. After that, I went to bed. This morning, when I woke up, I logged into my mystake account to see if I could try to verify the address again, and I was surprised to find that my account had been locked for suspected "fraud".
I really hope you can help me resolve this issue because I have a significant amount of money in the account.
Thank you in advance.
Automatic translation:
Public
Public
3 months ago
Hello adriip0413,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
- Did you contact them to ask the reason for blocking your account?
Looking forward to your answer.
Regards,
Nick
Public
Public
2 months ago
Dear adriip0413,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
2 months ago
Translation
Hi there,
All verification processes have been checked and verified except for the address. The problem now is that I already have the document to verify it but I don't get the option to verify the address on the mystake website and support tells me that the address cannot be verified manually, that is, by directly sending them an email with the verification document so they can verify it for me.
I am currently waiting for a response from support, but I have already sent them two emails and they have not responded for over 24 hours regarding the problem mentioned above.
All the best,
Adri.
Automatic translation:
Public
Public
2 months ago
Dear Adriip0413,
Using a third-party document is not permissible, and the casino may interpret it as an act of fraud. By "different document," we mean another form of identification that is still under your name.
Kindly forward the communication between you and the casino to nikolas.b@casino.guru for further review.
We look forward to your response.
Kind regards,
Nick
