MyStake Casino - Player’s account verification has failed.

I won't 180usd they refused to pay as they state my kyc is fake although that is not the case, it states in there terms that if they refuse your withdrawal they have to refund your deposits yet they are failing to do that

Dear Carolyn,

Thank you very much for submitting your complaint and forwarding relevant communication. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise which payment method you have opted for to deposit funds into your account? Have you been advised how to request a withdrawal of your last deposit?

If your account is still accessible, could you please forward your cashier history to petronela.k@casino.guru?

Lastly, could you please confirm that you haven’t provided access to your account to anybody else?

I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

I am requesting all of my previous deposits as it states in the terms and conditions

My account is no longer accessible and nobody else has used it

Thank you very much, Carolyn, for your reply. I have checked general terms and conditions, and this is what I found https://mystake.com/en/static/terms/generalterms:

"The Company reserves the right to check Your identity prior to processing payouts and to hold withdrawals for the time needed to check Your identity. In case You provide false and/or incomplete Personal Data, the withdrawal can be refused and/or the Player Account terminated, of which You will be informed by email."

"Refund is not available if the alleged deposit and bonuses have been played using the Services."

I’m afraid we won’t be able to recover all your deposits since they’ve been played and lost previously. Could you please advise if you received any clarifying reply from the casino to your question why the KYC verification hasn’t been successful? Is there any relevant communication which could be forwarded to petronela.k@casino.guru? Looking forward to hearing from you.

Dear Carolyn,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.