The player from Ontario had faced an issue with a blocked account after successfully depositing money, earning CAD 1,000, and verifying ID. This had happened right after the withdrawal of winnings. The casino representative had claimed the player had created two accounts and submitted falsified documents, which was against their terms and conditions. Therefore, they had decided to block the account and freeze the current balance. The Complaints Team had asked the casino to provide evidence to support their claims. After reviewing the evidence provided by the casino, it was concluded that the player had forged the documents as the date of birth differed. As a result, the player's complaint had been rejected.
MyStake Casino - Player's account is closed.
Amount: Can$1,000
MyStake Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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11 months ago
I created my account and deposited money using, etransfer, I won 1,000 CAD with slots when I go to withdraw money, they ask for ID verification which was no problem, I pull out the money then two days later I receive a notice that my account is permanently blocked. I have no idea why this has happened, I attached a screenshot of the email below
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11 months ago
Dear ethanagren,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that the personal data from your documents matches the personal data you filled in your casino profile?
Do I understand correctly that this is the only explanation provided by the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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11 months ago
Thank you very much, ethanagren, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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11 months ago
Dear ethanagren,
I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a MyStake Casino representative to join this conversation and participate in resolving this complaint.
Dear MyStake Casino,
Could you please state why the player's account got blocked? Could you please provide us with the evidence?
Thank you in advance for providing the information.
Kind regards,
Stefan
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10 months ago
Hello there,
As we investigated, the user has created two accounts against our T&C. Along with this, the player tried document falsification. Thus, we decided to block the account and freeze the current balance. He edited birth details and sent us falsified docs.
We will send the proofs regarding that issue via email.
Kind regards,
Mystake
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10 months ago
Dear MyStake Casino,
Thank you for your response and the information provided.
Could you provide us with the evidence? You can send it to my email address stefan.m@casino.guru.
Thank you very much in advance for providing the information.
Kind regards,
Stefan
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10 months ago
Hello Stefan,
I already sent it on 16th October, please check your inbox or spam as well.
Kind regards,
Mystake
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10 months ago
Dear MyStake Casino,
Thank you for your response and the documents provided.
Dear ethanagren,
I have reviewed the provided documents by a casino representative and we came to the conclusion that you forged the documents as the date of birth differs on documents.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Stefan
