MyStake Casino - Player's Deposits are not Reflecting in Casino Account.

Deposited £100 on sign up after it said it'll go in via bank transfer within a few minutes.

Also sent my passport and took my selfie. These have been rejected and the money hasn't hit the casino account despite it coming our of my bank.

Also when I deposited via my card of £50 it took £9 off before going on to my account.

Dear hants1346,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Mystake have come back saying I can go into the account and withdraw my money but with a 20% reduction so £80 instead of £100.

I asked why the reduction they haven't answered but they did email again to say I can go in and withdraw it myself.

However I can't as they have blocked my account.

The service is very poor I'm 8 emails in now and no further forward.

So to clarify they have emailed saying I can withdraw the money with a charge. But have blocked the account so I can't access it to withdraw the money.

Now they're saying I need to verify my account but can't as they've blocked it. They have me the email address but I have no idea what I'm supposed to do with this as they haven't said.

They have now said I have to wager the correct amount before I withdraw this money that's despite the fact that in the last email they told me I could withdraw but lose 20%.

The money I'm asking back is from my own bank account not money I won on the casino.

How can this be right? Please tell me how this service can be so poor with multiple answers to my queries.

They have sent the money back now with no email or correspondence and have blocked my account.

Stay away from this place at all costs they make you jump through hoops with loads of emails to get your money back.

Very poor service end up making you go round the bend. This would never have happened if someone hadn't of closed my account before I got my money out.

Incompetence at its best.

My mistake they haven't sent the money back.

The have also blocked the account again with no reason given after I sent my ID in.

Then they've emailed back again asking if I want the account unblocked.

I've replied telling them to f off. As I've now realised I'm not getting this £100 back that was transferred from my own bank account. 25 emails in, account blocked twice ID sent, no response from the ID team and no way to access my money.

They have again this morning asking me to now go on the account and upload my iD despite an email the asking me to send it to the email address yesterday.

They have blocked my account so I can't upload any ID on the Web page.

Every time I do as I they say it changes.

They have blocked this account.

I am going to the financial conduct authority re this case.

Not sure where the help is through this Web site but that's the only thing I have left to do now.

Dear hants1346,

Did you contact the KYC e-mail the casino forwarded to you? You can easily verify yourself even if your account is closed by sending the requested documents to their e-mail address. Also wagering the deposit is a common AML policy which most of casinos apply so there is nothing unusual on it.

If you did not contact their KYC department yet, please do as soon as possible and ask them which documents do they need to process the verification. Let me know the outcome.

Dear hants1346,

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.