MyStake Casino - Player's account was blocked.

Salve il casino in questione mi ha detratto le vincite di euro: 60000 senza alcun motivo con mille scuse pur di non pagare e mi hanno BLOCCATO COMPLETAMENTE

Dear timisfabiana,

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 were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• 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

•Tempo del giocatore 1 mesetto..account bloccato da 2 settimane

• sono entrato nel sito per vedere a che punto erano e mi hanno detratto tutti i soldi,nessun avviso ne nulla dopodiché gli ho scritto io la motivazione ma mi hanno risposto che non potevano dire la motivazione l’unica cosa che hanno detto era del bonus che non ho mai usufruito.

• il gioco era un minigioco di nome Armada

• non ho mai usufruito del bonus mai attivato

Thanks for your reply.

Could you please send the communication (chat transcripts, emails) between you and the casino where they mention the reasons why they confiscated your balance and closed your account?

My email is tomas@casino.guru

I'll await your reply.

Inoltrata

According to the email from the casino, the winnings were from a bonus, however, you claim the bonus was never activated.

Could you please forward the proof you never activated any bonus, you mentioned in the email chain?

come si vede da queste foto i bonus devono ancora essere attivati

Thank you very much, timisfabiana, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Grazie attendo

Hello timisfabiana,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MyStake Casino's representatives to join this conversation and participate in the resolution of this complaint.

Dear MyStake Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? Why the player's account has been blocked? Are you able to substantiate your decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Più andiamo avanti più scuse vi inventate per non pagare le vincite… quando uno perde va benissimo… ma se uno vince fate di tutto per non pagare.. questo per me vuol dire solo una cosa TRUFFA… non siete per niente onesti.. oltretutto la prima volta avete detto che a causa di un bonus mi avete tolto le vincite… OVVIAMENTE ABBIAMO SMETNTITO CIÒ… ora che io avrei due profili ??? Ma me se non bastasse… ora ve ne uscite con una strategia… ma veramente io mi auguro che tutti i giocatori lèggano questa conversazione.. siete solo dei TRUFFATORI… aspettiamo con ansia le vostre prove !!!! O meglio qualche nuova scusa per non pagare…

Dear timisfabiana,

I'm currently investigating the case with the casino's representatives via email, and it seems we need more time to come up with a conclusion. For that reason, I'm now extending the timer by another 7 days.

I will keep you updated on any developments. Thank you for your patience.

Kind regards,

Tomas

Grazie spero di avere vostre notizie al più presto…visto la poca serietà del casinó mystake

Dear timisfabiana,

During the investigation, it comes to light that there are suspicions that you might have created not just one account at the casino. Can you please frankly declare if you are aware of this? Do you have any friends playing in the casino?

Thank you.

Kind regards,

Tomas

No il profilo è mio e non ho mai creato altri profili.

Potrei avere una copia di queste prove ?? Perché davvero non riesco a capire… a me sembra tutta una scusa per non pagare la vincita

Hello Tomas,

Regarding that issue, we will provide you with detailed information via email.

Kind regards,

Mystake

Dear timisfabiana,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions.

The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, MyStake Casino, for providing information and for your cooperation.

Best regards,

Tomas