The player from Germany had his Mystake account locked a year ago with €200 in it. Despite having completed several identity verifications, the problem had not been resolved even after the support team had promised reviews within six months. The player had indicated that he mainly engaged in sports betting and did not use bonuses to accumulate his balance. However, as our team primarily dealt with online casino complaints, we lacked the necessary insight to properly handle sports betting issues. As such, we were unable to assist the player in this particular case but provided him with a list of websites that might have been able to help. The complaint was subsequently rejected.
MyStake Casino - Player's account locked, review delay.
Amount: €200
MyStake Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
11 months ago
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11 months ago
Translation
Hello,
My account at Mystake was locked a year ago. Prior to that, I had made several deposits and withdrawals, and done some gambling. However, a year ago my account (which had 200 euros in it) was locked. I was unable to make further deposits, withdrawals, or even to play.
The support team informed me that they were reviewing my account, a process that could take up to 6 months. Now, a year has passed and nothing has changed. I had already verified my identity several times, once via SumSub and then further through a video verification.
Automatic translation:
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11 months ago
Dear jeffbezos12452,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long have you been a player in the casino before your account was blocked?
- What games did you play to accumulate your balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of bonuses?
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,
Tomas
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11 months ago
Dear jeffbezos12452,
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.
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11 months ago
Translation
Hello,
I was probably registered with the casino for at least 6 months before I was banned. I mainly did sports betting, occasionally played slots, but 95% sports betting. My current balance was not achieved through bonuses, but through normal betting
Automatic translation:
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11 months ago
Thank you for your reply, jeffbezos12452.
As you might know, our forum Casino.guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.
Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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11 months ago
Thank you for your understanding. I will send you the list of suggested websites via email after closing this complaint.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
