MyStake Casino - Player's account was blocked.

so i set up an account yesterday with mystake , deposited about £390 all together.

ended up winning and withdrawing £1050 , i had completed every step of verification including verifying the debit card id used to deposit.

i have woken this morning , tried to log in and check on the withdrawal to find i has been blocked and now can’t access my account!

Dear camgarside1,

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. 

• Did the casino inform you about why your account was blocked? Did they inform you about your withdrawal request?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 

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

Hi Tomas,

No i was not informed of my account closure i have emailed them to check on this and my withdrawal , and have just received a reply saying due to the company’s sole decision they have closed the account permanently which i am ok with.

they also said i can still withdraw but i don’t know if my £1050 withdrawal has been processed so i have asked that question.

i played live games of roulette to accumulate the balance.

i achieved it without any bonuses.

Thank you

i have since received an email to say ‘As I've checked with the relevant team you will be able to withdraw your funds but after that your account will be closed permanently.’

i have managed to log back into my account only to find £490 left to withdraw which is how much i’ve deposited , so they have taken away £560 which is an absolute joke!

i have withdrawn the £490 while i can and that is currently being processed, but i have asked them about the £560.

i have attached a screenshot to show this discrepancy.

Thanks for the explanation and the update, camgarside1.

Did the casino justify why they removed your winning and only allow your deposit to be returned? Could you please forward any relevant communication (emails, chat transcripts) between you and the casino on the topic?

My email is tomas@casino.guru

Dear camgarside1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.