MyStake Casino - Player's winnings were confiscated and account closed.

I used this site in feb 2024 I did the bounce and wagered the amount they wanted and won aboout 300 I managed to withdraw it and won some more in total was about 700 pound. Then i decided to buy bounce spins twice to witch I won over 4000 pound and decided to withdraw some but they asked for more verification of a video of me holiday my passport with a peace off paper saying my user name the date and my stake casino before I I could take it out after speaking with live chat my account was verified and was told to withdraw. So in withdraw 3700 to what was pending for 3 days till the Friday I went in my account and the money was gone but to a litecoine account. I spoke with live chat they said it would be in my account within 24 hours but explaining to them again it wasn’t my account as I only used sepa.. to then them saying i should take more secure off

my account but it was never hacked. The second time I spoke with them they said it was withdrawn to an account and gave me a load off letters to witch came up with nothing. For them to also say they spoke to me in chat that same day that i closed my account. I asked for this chat history they wouldn’t answer me. I gave them a bad review and for them to give me another reason they took my money and closed my account for bonus hunting. How can i bounce hunt if there site offers were you can buy free spins. I also while my money was processing deposited 3 times no trouble till they closed my account and stole money off me and closed my account. I’ve asked and asked for this money to be given back to me but I get no response or anything m. Can you help in anyway.

Dear lilem1211,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you are facing. To make sure that I fully understand your situation, may I please ask you a few questions?

Firstly, did you make any deposits to MyStake Casino using Litecoin? Please note that the casino only sends money to verified payment methods that were previously used for depositing. If you did not use Litecoin for deposits, are you suggesting that someone else may have gained access to your account?

Secondly, is your account currently blocked? If yes, please forward me the email you received from the casino after your account was closed. Additionally, if you have any other communication with customer support that could be relevant to our investigation, please forward that to me as well. You can send all the relevant information to my email address, veronika.l@casino.guru.

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

No never had a litecoin account wouldn’t even no how Togo about getting one. That’s what they said but no one gained access to my account as my password was the same. They closed my account down. I asked for all off this sent to my email but they wouldn’t do so. I don’t have anything from them as it was all done through there live chat.

Thank you very much, lilem1211, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you lilem1211 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MyStake Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Thank you very much for the update.

Dear lilem1211,we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

like I said before I never had a litecoin account they said that before in chat and then changed it to them taking the money back because i was bonus hunting after paying free spins. But why have buy free spins if you can’t do it when you win large amounts. To me Mystake won’t pay out and they won’t pay out lots off people as I’ve made 3 reviews on Mystake and every comment thay have put back are different

Hello,

In the instance that your approval of the withdrawal has been successful, we will send you an email with more details.

Kind regards,

Mystake

I don’t have a litecoin account I only used sepa bank transfer to which I verified with a video ofF my self it was processing for 5 days and then you took it back you said 3 different story’s I want a full back log off all the chat history and the money you stole off me.

Thank you for providing me with the information MyStake Casino representative.

Dear lilem1211, the casino has provided me with an extensive report of your login history and it is clear that the withdrawal was made from the device you have used to log into the casino before. Even if you did not request this withdrawal it was made from your device and unfortunately, it is your responsibility to keep your device secure and log-in information confidential. With this in mind, there is not much we can do to help in this situation. I am sorry I could not be of more help on this occasion.

Clearly not helpful at all as my account was never hacked and what i don’t understand is they said one minute I’ve withdrawn it and the next they took it back as I was bonus hunting doesn’t make sense and another thing as well if I’ve to have withdraw it then why wasn’t more verification asked for if I only used bank transfer but that was taken out through a litecoin account. So yet again Mystake have won

That’s another thing they said they would email me but never did I want to see this email history and the withdrawal to this litecoin account as well as I’m not letting this go. Also I want all the chat history send bye email as well

Dear MyStake Casino, will you be able to provide the player with the requested chat history? Thank you in advance for your cooperation!