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

So mystake is a total scam. I opened account and i verified first thing before everything. I did selfie live that u stare at the camera so it verifys ur face. Then i uploaded id and driver licence and ulitlty bill . Then i deposited 300 euros with my revolutcard. I deposit total of 700 euros. 3 times i deposit and 3 times it was sucesfull. Then when it came to withdrawl. Sudenly they wanted to do card verification which never happens . So i send screenshot of my revolut card because isnt phsyical is online one only together with transactions showing aswell. They said that wasnt enough so they said to send revolut bank statment which i did. I asked specifyly revolut to send me statment for the betting company to verify. And i send it to mystake and they didnt accept the officaal statment and they just closed my account for no reason only thing they say is i violate number 9 and 10. Which is hilarious i didnt violate anything . I sent over 20 documents inculdimg selfie and scanning my face and my bank offical statment from pshyical bank in my country. So this is sick and disctuing behavior. They let mr deposit 3 times with the visa card , and sudenly when i want to withdrawl then is a problem. Is such a scam is fraudelimg behavior , alowing deposit come in even tho they have problem with my card, but knowingly letting deposits, so they can steal then the whole money from me!!!!! I deposit total of 700 euros man. And they said my last deposit was 200 euros so i get -20% . 160 euros they pay me instead of 600. And m not alowing that. I send over 20 documents scan my face did selfie. Sent everyting. Im not alowing that they will just steal my money, really i rather sue them

thanks for ur anwser

Dear Zlatko6992,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Am I correct in understanding that your account was closed after your proof of payment was rejected by the casino?

Could you please specify what types of games you played? Were they slots, live casino games, or did you make bets on sports?

Kindly forward me the emails you received from the casino after your account was blocked at [email protected].

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes coreect They closed my account after i send revolut bank statment to verify my card that i deposited with. Blocked and closed for good they said. I bet some sports bet soccer high leauges (real madrid,arsenal, liverpool…) and also some tennis games . But i lost 80% of my money . Then i played casino game called "super hot 100" and won 300 euros. But i also lost before that on that game like 200-300 euros. So nothing special all regular. Account was verified before already i also send my bank statment for the withdrawl to my bank account slovenian. But only revolut card was denied for no reason . I even screenshoter the card from the revolut app and showing sll transactions down and nothing was eough for them. Pure scam . Il send u the emails. Thanks for help

Thank you for your reply. Since number 9 in the Terms and Conditions specifically mentions multiple accounts, could you please specify if there is a chance that someone from your household or using the same IP address has also created an account at this casino? 

Have you used a VPN or IP-masking software to access your casino profile?

Could you please forward me the Revolut statement you sent to the casino that was rejected during KYC?

Yes my wife and dautgher both used this casino before. And they paid out to both of them. So dautgher created first and then wife so if the same household would be problem , they would make problems to my wife also and they didnt,becayse they paid out pretty solid amount while with me , i cant even get my deposit . So and they never mentoied problem would be because of the house hold that we used same casino. Is just they dont accept statment is all. Nothing else was said. Im sure so many players when they open account and if is good they menteoin to their familly members if they all gamble , and they all use it then. This cant be a problem lol as long as is all verified and used by person thats is their name.

Sure il send u statment now to ur email.

No i dont use vpn

How long will the examining take? The site replied or if is any update?

Thank you very much, Zlatko6992, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Is there any update or news or nothing still?

Dear Zlatko6992,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the MyStake Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear MyStake Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

from my side no updates. They dont reply or if they do they provide same anwser. So pls if we can get any update from them and to pay my money of 440 euros because was ilegaly stolen

Hello,

The user noticed document falsification, which goes against our rules. Thus, he can withdraw the last deposit -20%.

Kind regards

Iv forwarded offical document that i received from revolut to you. So there is no false as you say, is offical document from revolut. Now stop scaming and send 440 euros more or we gonna have to go further nobody will scam me

Kubo, we will send the detailed information via email.

Kind regards

Dear Zlatko6992,

Could you kindly share screenshots of the transaction details for all three deposits in question? You may upload them directly here in the thread or, if you prefer, send them to my email at [email protected].

Thank you in advance for your cooperation, and I look forward to receiving the information.

Yes im sending you now to your email. And also bank statemnt

Dear Zlatko6992,

Thank you for providing the requested documents.

Dear MyStake Casino,

I have responded to your email with additional inquiries and kindly ask that you address them at your earliest convenience.

Thank you for your prompt attention to this matter.

Hello Kubo,

We have already sent you an email regarding that issue.

Kind regards

You will have to pay the remaming 440 euros mystake because you ilegaly closed account without any reason , everything was provided to you as requested.

now pay to the bank that you have on my account or further action wil be taken

Dear Zlatko6992,

After a thorough review of your case in collaboration with the casino, it has been found and substantiated by the casino that you submitted a document that was clearly falsified. While I respect the casino’s right to withhold specific details for security or strategic reasons, I am unable to provide additional specifics. However, please rest assured that the evidence presented is unequivocal, leaving no room for doubt.

For future reference, I strongly recommend submitting only original copies of documents, ensuring their integrity remains intact.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. Should you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo