MyStake Casino - Player's account is under investigation.

Hello, my account is "under investigation" since a week ago, I can't withdraw, I can't deposit, I can't bet.

My account is fully verified, e-mail, ID, proof of residence, proof of deposit.

Now, as you read all the latest complaints, there is literally nothing they are investigating on, they want to scam me.

Is there anything you can do?

Dear Francesco,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that €1,044.25 (dispute value) is being held in your account? Have you accumulated these funds with or without an active bonus?

Could you please when exactly you noticed that your account has been blocked for any transactions?

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

Yes, 1044,25€ are locked into the account as you can see in the photos and I never had a bonus. My account went "under investigation" when they asked for the deposit proof, as you see I sent them the photos and they verified it, but it's still "under investigation".

Thank you very much for your reply, ceeerneee. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Sent. As you see their Curacao regulator (how do you call it?) didn't help at all, they're holding my funds for no reason.

Thank you very much ceeerneee for your reply. 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 ceeerneee,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, could I ask you:

• Has your account been used for Sportsbetting only or for Casino games?
• Is the Curacao eGaming Licensing Authority still investigating the case?

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 provide further information regarding the status of the player's account?

Kind regards,

Adam

I used it mostly for sports betting, Curacao eGaming Licensing is useless, they didn't help at all, I don't know if they are investigating/want to help.

Hello ceeerneee,

We will wait for the casino to respond and confirm the reason for the investigation of your account, but I should inform you that if the complaint is regarding sports betting we will not be able to assist you, as we do not have enough insight into this to be able to advise you correctly.

After 2 weeks they sent me an e-mail asking me for a bank statement and proof of residence in Germany.

I will provide them a bank statement but...I am italian and resident in Italy lol...they are crazy, how can I provide them proof of residence in Germany?!?!

Hello Adam,

We have checked the issue of the player. At present the user is under investigation. He can withdraw his money if he sends us a bank statement (for the last 3 months) of the account where the user is going to receive the winnings. He also should send us proof of residence permission from Germany. Mentioned documents should be sent to this mail: kyc@mystake.com 

Kind regards,

Hello MyStake Casino,

Please could you clarify the reason for the account investigation?

Also, you stated the player can withdraw their funds if they send proof of their residence in Germany, but the player states that they are Italian and resident in Italy?

Kind regards,

Adam

Hello Adam and Ceeerneee,

The account was under investigation due to game transactions. Some of his bets looked suspicious, so we needed to check some details with our sportsbook provider.

At the moment, we just require a bank statement of the account (for 3 months) where he was planning to get his winnings.

We requested proof of address from Germany because he uses German bank account.

At this point, Ceeerneee, please send us just a Bank statement. Then we'll see if only this document would be enough for completing verification.

Kind regards,

Hello MyStake Casino,

Thanks very much for clarifying the situation.

Dear Ceeerneee,

As mentioned previously we do not usually deal with complaints related to sports betting. However, as it seems that all you need to do is complete the verification, we will continue to help if we can.

The casino states that you are using a German bank account, are you able to provide the statement requested?

Kind regards,

Adam

I provided it, now waiting for a response.

Thank you for the update, Ceeerneee.

Dear MyStake Casino,

Please let us know if the provided statement is sufficient to complete the verification.

Kind regards,

Adam

Hello Adam and Ceeerneee,

We have received the bank statement. After checking the document, we don't require any additional proof.

Ceeerneee, you are free to use your account as per your wish. You will not have a problem with a withdrawal too.

Kind regards,

Thank you for the update and your assistance, MyStake Casino.

Dear Ceeerneee,

Could you please confirm that the matter has been resolved?

Kind regards,

Adam

Thanks Adam and Casino Guru, I withdrew all my funds and received them to my bank account; personally I won't come back to any Onyxion Development LTD casinos.

Dear Ceeerneee,

I'm glad to hear that your issue has been resolved and that you have received your payment. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam