MyStake Casino - Player’s winnings have been sent to the wrong e-wallet.

Hi

I've played here for a while. I've had a couple of little hiccups but these were resolved. However last week I withdrew to my bitcoin wallet as normal. When the withdrawal didn't arrive in my bitcoin account I checked the withdrawal in my casino account and noticed that my initial withdrawal was rejected and a new withdrawal was made that was successful. I have never received the money. I haven't had any help from the casino, apart from them sending me the bitcoin address they sent the money to. Its not my bitcoin wallet. So it appears my account has been accessed by someone else. They are less than helpful at Mystake. I have requested the IP addresses from log ins to see where my account has been accessed buy they aren't helping. I've asked why the security of the casino hasn't noticed if some unusual activity has occurred. I.e a different ip address from usual and a different bitcoin address than previously used but they just come back and say its my fault for someone logging into my account. I've never given my details out to anyone. They are solely blaming me and not the flaws I their security. Which I believe they should be liable for.

Dear Cranders79,

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. Have you deposited your funds into a casino account using one e-wallet address or multiple? Were any winnings sent to your e-wallet previously or this was the first attempt to use this specific payment method?

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 as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi

Thanks for reply. I generally deposit via car but withdraw via e-wallet as it is quicker. I have always used the same e-wallet to withdrawal to. Yes I've had previous withdrawals to my e-wallet before.with no issues.

Everything process I completed I've done numerous times before.

I've never deposited via e-wallet, just withdrawn.

I'm not sure why they cannot look at IP address of log ins. Maybe it isnt possible, I'm not sure.

Thanks for your response.

I haven't really gotten anywhere nor am I sure I can.

Thank you very much, Cranders79, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Cranders79,

It's Michal again. I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Just to double-check, are you 100% sure no one else had access to your casino account? Are you 100% sure you have inserted your bitcoin address for withdrawal correctly?

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino,

Can you please provide any information about this case? Please forward any supporting evidence to michal.k@casino.guru

Yeah, they sent me the address the funds were sent to, its not my regular wallet address, which they can see I'm sure.

I'm positive nobody else has access to my account unless it's been infiltrated by someone without my knowledge.

Dear Cranders79,

But did you insert your bitcoin address or wallet correctly? I'm not sure why would the casino send the funds to a different bitcoin address or wallet than the one you have inserted or selected?

Hi

Sorry will try to clarify.

The bitcoin address it was sent to was not entered by me. I withdrew the funds with my regular wallet address.

I'm saying my account has been compromised in some way. Not sure if an employee has sent money to wrong wallet or if the account has been hacked.

I'm sure they can see the regular wallet I withdraw with. It doesn't actually show in the transactions in my account so can't see it myself. But seeing as I only have one coinbase wallet I wouldn't have entered any other.

Last response I've had

This is a random request, do they do hostage videos too

For some reason they have now blocked my account.

Dear Cranders79,

I understand that the request from MyStake Casino about the video might appear a bit Odd, but we have come across such or very similar requirements quite often, so from our experience it is nothing unusual. The casinos can request such evidence to clearly verify the players. I would kindly advise you to provide it to the casino. The blockage of your account might be because of security reasons, so without proper verification, the casinos can block the player's account until the account is properly verified. 

Sorry, I should have said. I sent the required video yesterday. Now they have blocked me.

Thanks for the info, Cranders79.

Dear MyStake Casino,

Can you please shed more light on this whole matter?

Hello,

We have confirmed that the user withdrew funds using the same payment method he has usually used. When we accept or reject withdrawals, we cannot examine all addresses, and the user is free to withdraw funds to any address he chooses. We cannot demonstrate that the address he used does not belong to a relative of the user.

Mystake has not deducted funds from the user's account; the funds were withdrawn by the user.

We would like to emphasize that only the user has access to his or her account and password. It is the entire duty of the user to ensure that no one may access his account. 

We understand the user's concern, but the withdrawal was confirmed as usual, and we were unable to confirm if it was the user.

Best regards,

I guess I would be asking why you can't check the address.

Why can you not see IP address when someone logs onto your website. If they had any proof that it was me who logged in, then they would be showing it.

I suppose the devil is in the detail of their response. They keep referring to the user withdrawing to try and emphasise it was me who withdrew, when it wasn't.

This response is showing no proof but words to try and justify them not being and fault.

I'd also like to note that I have not been aggressive or rude in any correspondence but they have still felt the need to block my account. Why would a reputatable company do that?

Dear Cranders79,

I have asked the casino if they can provide detailed information about the withdrawal time and if possible check the IPs, but on the other hand, it is very unlikely that the casino would transfer money to a wallet other that the one you have submitted in the withdrawal request. Yes, there is always a potential 1% of possible human error, but this applies to you as well. Another thing is that the casino has not really had the possibility to discover if it's really you when there is someone logged in as you with your credentials. I'm afraid there is not really much that can be done here.

My issues is, whoever does the withdrawing there end can surely see that it's a different wallet than usual. They ask for photo of debit card as proof it's yours,surely something should be in place. I understand that you cannot show ownership of a bitcoin address but I would say that if its a different address to the one that has been used about 30 times then surely something should be in place to recognise/alert them that this isn't normal.

I would say that they did have the opportunity to recognise something was irregular.

This also does not say why I was blocked.

I'm not sure if I'm allowed to post this, but I searched the bitcoin address they sent money to. I certainly don't own this, i don't have that much money in a bitcoin address, intriguing that the last time it was funded was the date of the withdrawal from mystake, not sure what that means.

Dear Cranders79,

I have received evidence from the casino. All the IP addresses and devices that have logged in roughly within withdrawal time on 13.1.2023 seem to be from the UK, but this is not 100% proof of course as the IPs can change from time to time. Regarding your response about this: "They ask for photo of debit card as proof it's yours,surely something should be in place". Yes, this is done for usual/normal payment methods. I'm not sure if this can be done for crypto payments. It does not have to be an account or wallet that is held in your own name. You have passed the KYC before, so the casino doesn't have to check this information with every withdrawal. According to the information from MyStake Casino the user is free to withdraw money to whatever address he chooses and the casino is unable to determine whether or not the user was the one who requested the withdrawal. 

This withdrawal was requested by someone that was logged in as you in your account and from the evidence we have, it looks like it was either you or someone who has access to your account. To keep your login information secure and don't share it with any third party is solely your responsibility. I'm sorry, but it looks like there is not much further we can do in this anymore.

I can only recommend changing all your passwords to much stronger ones not just for the casino account, but for your emails as well, and if possible to set up a 2 phase verification for the added security. 

Okay, thanks for looking into it anyway. It really wasn't me, but guess I can't prove that. I have already changed passwords.

Hope you're well.

Dear Cranders79,

Thank you for your understanding. Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal