MyStake Casino - Player's account has been closed without explanation.

I created an account on Mystake last Saturday, deposited $400, and won $20,000 the day after on a slot machine. However, I ran into issues when they rejected my KYC verification five times, even though I provided all necessary documents. I’ve been playing at casinos for over 20 years, so I had everything ready. They claimed the reason for rejection was that the amount on my account didn't match my deposits because my transactions were in USD, but my account balance showed in EUR. I got in touch with their payment partner, who contacted Mystake. After this, I received an email and resubmitted my KYC documents, which got approved at 5 AM this morning. I then made a withdrawal, only for them to close my account and tell me I'm under investigation without explaining why or how long it will take. Now, I get no answers or any information regarding the situation.

Hello renelol3,

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?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

It started on Monday morning and was then rejected 5 times during Monday, even though I sent the account statement in pdf where you could clearly see the draw to mystake! Also sent the bank proof that I was the owner of the used card with the information they needed. Got an email at 05:00 tomorrow that it had been approved 6 times with the same documents as the 5 other times.

set payout to 7500 dollars again as it is Max per week. And then they closed the account and refused the payment

Dear Renelol3,

I hope you're doing well.

Please be informed that it is standard procedure for a player's account to be temporarily blocked until the verification process is fully completed. In the meantime, I would recommend reaching out to the casino via their email support, as they may be able to provide more detailed assistance than live chat. If you receive a response, kindly forward the communication to nikolas.b@casino.guru for our reference.

Thank you for your understanding and cooperation. Should you have any further questions, please don't hesitate to reach out.

Best regards,

Nick

Now I myself know the rules of dos and don'ts. Yes they are allowed to do this but they do it every time I try to pay out my winnings not before.. I was approved with a passport and the bank vote. I try and pronounce and then they come up with video. They did not approve my bank statement 5 times but 6 times they did even though it was the same.

video with passport in hand and their page in writing came then after I tried to pay out again this was not approved 7 times they said video was too bad even though I could see it clearly.

the two 14 days to kyc and loss of profit when I got frustrated and they clearly tried to keep the kyc

17.1.1 - Customer identity verification

A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier. This requirement does not prevent a licensee from seeking information on the customer which they must obtain at that time due to any other legal obligation.

If a gambling business needs more information before you can withdraw your funds, for example, for anti-money laundering checks, then they should ask promptly and not only when you want to withdraw your funds. 

Where a gambling business delays a request to withdraw funds due to insufficient ID, they may be in breach of Licence Condition 17 – Customer identity verification and may be subject to regulatory action.

Dear Renelol3,

I hope you're doing well.

Could you please clarify if the screenshots indicate that the video verification was approved on that date, or if it is the date when you submitted it? In either case, if the verification was completed only 8 days ago, I would recommend waiting at least 6 more days for the withdrawal to be fully processed and approved.

Thank you for your understanding, and please don't hesitate to reach out if you have any further questions.

Best regards,

Nick

Dear renelol3,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.