MyStake Casino - Player's winnings have been confiscated.

mystake new customer. signed up about a week ago, played through a lot and monday won £1500, requsted withdrawal and after 24 hours i got an email requesting a card verification which was provided and verified swiftly.

I have since then been asked to do a video verification which i provided swiftly.

Then once they rejected my £1500 they stole £1169 from the account and said i had broke rules, which i have not at all.

Santenda Internation BV are criminals, preying on gambling addiction and stealing winnings once players win big and make fake rules being broken. FED UP!

Dear MatthewTHFC,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify the outcome of the video verification call? Were your winnings voided as a result of the unsuccessful call? Additionally, has the casino offered any explanation regarding the rules you supposedly violated?

Could you clarify if your winnings were accumulated with or without an active bonus? Also, what types of games did you play?

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

Best regards

Veronika

Dear MatthewTHFC,

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.

Hi,

Apologies for the delay in response.

Essentially what happened was, I signed up to My stake, did initially use deposit bonus however did not win nothing on bonus funds, afterwards I was playing with straight cash deposits. When I signed up I verified before playing after reading some issues with verification for other users, I was successfully and fully verified within minutes, I deposited around about £600 over the course of a week and on the Wednesday had a big win of £1500, after 24 hours of the withdrawal still in processing stage I was contacted and told they had to go through 1 more case of verification which was my debit card, I followed their request and within a few hours I was emailed and told that my card had now been verified and there was nothing further. Then after another 24 hours of the withdrawal processing I was then asked to do a video verification which again I did straight away. Within 5 minutes of me sending my video to them, my account was locked and the £1500 was taken from my account and shown as "system withdraw" = they've taken it. I then had some contact with them to ask what the issue was and I was told there was an issue and I should not of been verified because they believe I have a duplicate account.. which I did not. If I had an account already why would I play with cash? They then after me pushing re opened my account with £330 in the balance which they said was my deposits and I should not of been allowed to sign up. However my deposits were nearly £600 not £330. They then told me they won't help me further and I'm a "bonus hunter"

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? 

Could you please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case? My email address is veronika.l@casino.guru.

Honestly what's the fucking point in this website? Your nothing but a bunch of idiots who side with the casino no matter what proof is provided. Close the case, I can't be arsed wasting more time and energy on this when regardless the casino is always going to be sided with.

Dear MatthewTHFC,

I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the professionals at Casino.Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.