MyStake Casino - Player’s winnings have been cancelled.

Hello, I want to make a complaint to the MyStake casino since at first they let me withdraw a motorcycle for 250usd (no more than 1 month ago) and then when I obtained a profit of this amount 4390 US dollars they refused me the withdrawals through BTC and XRP and I They asked to verify my account, I sent them my identity document through the page and my license and in neither of the two ways did they verify my account. Then I contacted support and at no time did they give me a concise answer, they told me that it was not possible to verify by email but the page would not let me either and told me to contact the mail when I communicated they did not owe me a response in addition to that They took more than 24 hours to respond to my emails. In addition to all this that prevents me from withdrawing my money honestly earned on your page on 05/16/2022, in addition to the fact that my withdrawal was again rejected, the system of the page seized 4,240 dollars and they did not give me an answer as to why they did it on the day Today 05/17/2022 another 151 dollars was seized from me. The truth is that I am willing from the first day that they asked me to verify my account with the necessary documents, but as I see that the thing is coming, I want to make the query through this means before initiating legal action against the company, since I cannot find another In order for them to answer me coherently, I am going to try to attach a screenshot showing how they took my money. I hope an answer thank you very much.

Dear lilviejo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account? Have you accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela 

Hello, if my earnings were withdrawn without prior notice, without my permission and they never told me why they took my money. If I send my identification document and driver's license in a timely manner, and what's more, I send them repeatedly through the website and then send them by mail. At no time did they inform me of the exact reason why they did not verify my account, they only gave me a meaningless answer such as that it could not be verified via email, and they told me that it could only be done through the web page when the web page told me that verify my account by talking to support.

At no time did I receive a bonus in any way, the money I use is the one I enter and then the one I earn. Thank you

Thank you very much, lilviejo, for providing all the necessary information. I do apologize for the late response. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello lilviejo,

I have reviewed your case and will contact the casino to see if I can help.

 

We would like to invite MyStake Casino to join the conversation and participate in the resolution of this complaint.

 

Dear MyStake Casino,

 

Can you please explain the situation regarding the player's winnings and verification?

 

Kind regards,

Adam

Hello, it seems very good to me that they have integrated the casino into the conversation. Since at this point they have already closed my account and they did not give me my earnings, I hope that this inconvenience can be resolved since keeping money that does not belong to them is illegal. And I don't want to get into legal matters, thank you very much.

Dear Casino Guru Team, thanks once again for reaching out to us!

As for the given user, our provider for the automatic verifications declined the user's verification request and as a reason, we received this: "This user was blacklisted, because they tried to bypass the liveness check during a verification for a different company".

In case during the verification process some suspicions arise related to the identity of the user, etc., the Company may at its sole discretion terminate the Account due to suspicion of fraud and refund back the last deposited amounts minus 20% of that amount charged as a transaction fee.

Excuse me, I've read the response from the casino, it's the first time they say this, at no time did they tell me by mail, and I don't understand why it would be fraud since I repeatedly provided them with the data to verify my account and they always put me excuses and they never answered my questions or wanted to take my data. I only hope that I can solve the problem and that the casino recognizes the mistake it made because I, Vittorio C******, always provide them with all the necessary information from the beginning to verify my account. If they won't verify it, it's because they didn't want to and withdrawing the funds is a shame.

Dear lilviejo,

I have asked the casino for more information regarding your failed verification and this is currently being reviewed internally. I will post an update here shortly.

Kind regards,

Adam

Dear lilviejo,

After discussing the information provided by the casino internally, we have concluded that the best course of action for you, in this case, is to contact the licensing authority, Curacao eGaming. We feel they will be more equipped to help you, you can submit a complaint to them here: https://www.curacao-egaming.com/public-and-players/.

I would ask you to please let me know when you have contacted them, and then this complaint will be temporarily closed whilst we await the outcome of their investigation. Once the outcome is known, the complaint will be reopened and updated as necessary.

Kind regards,

Adam

Dear lilviejo,

Please respond and provide an update on the situation. Have you contacted the recommended authority?

I will extend the timer for seven days. Please be aware that if we do not hear from you within the set timeframe the complaint will be rejected.

Kind regards,

Adam

Dear lilviejo,

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.

Hello, I just made the complaint in curaçao egaming

Hello lilviejo,

Thank you for the update. As you have now submitted a complaint to the licensing authority, we will now temporarily close this complaint with the status 'Waiting for the regulator's decision'.

As soon as the outcome of the regulator's investigation is known, we will reopen this complaint and update it as necessary.

In the meantime, please let me know if there are any developments via my e-mail: adam.m@casino.guru.

Kind regards,

Adam

Dear lilviejo,

This complaint has been reopened as the casino has informed us that the licensing authority has not made contact with them regarding your complaint, and it seems that the complaint was not submitted to them.

Can I ask you to confirm if this is the case?

Kind regards,

Adam

Dear lilviejo,

Please respond to the previous post. I will extend the timer for 7 days. Please be aware that if we do not hear from you within the set timeframe the complaint will be rejected.

Kind regards,

Adam

Hello, I already made the claim again in curaçao eGaming. The only thing that I cannot provide to the page is the player number since mystake, in addition to taking the funds that I earn cleanly on their platform, also closed my account. For this reason I have not been able to provide that information, I hope we can reach an agreement with mystake and thus be able to recover my money. Thank you attached capture of the request made in curaçao egamimg

Hello lilviejo,

Can you please confirm if this is the second time you have submitted your complaint to the Licensing Authority? Was there any further response from them?

Kind regards,

Adam

Dear lilviejo,

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.

Dear lilviejo,

As there has been no further response from you, this complaint will now be rejected as mentioned. It can be reopened at any time.

Kind regards,

Adam