MyStake Casino - Player's account has been under investigation.

il mio account è sotto indago da 4 giorni o di piu senza ricevere notizie

Dear nearjr,

Thank you very much for submitting your complaint. I’m very sorry to hear about your unpleasant situation.

Have you been informed about the purpose of this investigation? Could you please advise if you currently have access to your account?

Do I understand correctly that €475 (dispute value) is being held in your account?

Thank you very much in advance for your reply.

Best regards,

Kristina

Ciao kristina purtroppo il motivo non mi è stato detto. In questi giorni ho provato a fare l’accesso per vedere se si era sbloccato

ciao vorrei sapere a che punto sta perchè devo coprire delle spese e mi servirebbero i soldi

Thank you for your reply, nearjr. Have you accumulated your funds with or without an active bonus, please? Did you pass the verification before the casino blocked your account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Ciao io ho fatto tutte le verifiche e non ho mai usato bonus

Thank you very much nearjr for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello nearjr,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, can I ask if you have played casino games or used your account for sports betting?

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 explain the investigation/blocking of the player's account?

Kind regards,

Adam

Ciao adam no io non ho mai fatto scommesse sportive col mio account

Hello nearjr,

Thank you for clarifying. We will await a response from the casino and proceed accordingly.

Kind regards,

Adam

Hello Adam,

The account has been under investigation for several reasons.

We detected multiple accounts of his that are against our terms and conditions. Also, he tried verification of those accounts with other people's ID cards.

Therefore, the winnings have been confiscated and he can only withdraw the last deposited amount (30 EUR). However, it can only be done if the user verifies the used credit/debit card(s).

Best regards,

Mystake team

Hello MyStake Casino,

Thank you for your response and for the additional information. Could I ask you to please provide supporting evidence to me via e-mail (adam.m@casino.guru)?

Kind regards,

Adam

I don’t have any account i have only my account

I put my money on my account and you can’t take it

This is not right

I put a lot of money on my account and you take it. what can i do

The relevant team once again discussed it and made the decision to give him a chance.

Even though he made multiple accounts, he used only one and hasn't committed any bonus abuse. For now, each such account is blocked, and he will be able to use the given one. However, in order to withdraw winnings and play games, he must complete video verification as the KYC team instructed him. They will notify him of the further steps after providing the proper video.

Neajr, please elaborate on the matter, and you will be able to retain this account.

Regards,

O almeno non sono stato io a crearli e di sicuro nessun mio conosciente

ok but i have only 30€ please if i do the verification can you give me back my money??

Before i had 474€

Per favore posso avere i miei 474€. Lo chiedo in ginocchio

If i do the verification you give me back my money?

If you successfully verify your account, confiscated winnings will be returned to you and you will be able to withdraw funds.

Also, please never create multiple accounts in the future. It's against any casino laws.

Ok ora sono in vacanza appena tornerò a casa provvederò a effettuare la verifica

Hello all,

Thank you for your responses.

Dear nearjr,

Please let us know of any progress with the video verification, as you are currently on vacation I will extend the timer.

Kind regards,

Adam

Dear nearjr,

Has there been any further development with the video verification? Please provide an update on the situation.

Kind regards,

Adam

Ciao io volevo fare la verifica dell’account come mi è stato detto ma dal sito mi dice che è già verificato ho contattato l’assistenza ma nessuna risposta mi mettete in collegamento con il casino

ehy quanto ci mettete a rispondere?

Hello nearjr,

Thank you for the update.

Dear MyStake Casino,

Can you please advise the player on how they should proceed with the video verification?

Kind regards,

Adam

come devo fare

Hello Nearjr,

The relevant team already sent you an instruction as to what kind of video you should provide.

Please elaborate, and take a video as requested.

Kind regards,

A me non è arrivato noente

Dear Nearjr,

Have you now received the instruction regarding the video requested by the casino?

Please provide an update on the situation.

Kind regards,

Adam

Hello Nearjr,

You should verify the debit/credit card you used on our website. Please send the proof to our KYC team at kyc@mystake.com

Regards,

Dear nearjr,

Did you send the required documents as requested by the casino? Has your account now been verified?

Please let us know of any progress.

Kind regards,

Adam

Dear nearjr,

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.

Dear nearjr,

While it seems that the issues you experienced may have been resolved, without any confirmation from you we have no option but to reject this complaint. It can be reopened at any time.

Kind regards,

Adam