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 The second time I spoke with them they said it was withdrawn to an account and gave me a load off letters to witch came up with nothing.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!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello @lilem1211,

We have checked the email threads with you and there is not any message with you on that platform. You had contact with the support via live chat, we can give you the transcript if you require it. 

Kind regards

Yes please as it don’t all add up. As I’ve asked other people on my stake that when another form off withdrawal is made it should be verified. As I’d only verified my bank card as well as passport with a video link my withdrawal was pending for 3 days on the Friday mine was cancelled and then withdrawn through litecoin.

and after speaking to someone on chat they said I closed my account to witch I did not. Then I got told my account was my sole responsibility and was hacked then I got told my account was closed and you took the money as I was bonus hunting from buying free spins. If that is on to buy free spins it’s not bonus hunting. A man and a woman i spoke to on chat was very rude not helpful at all. I wouldn’t mind i deposited quite a lot on that site and enjoyed the variety of games and the chat form on discord with other members.

after you stole the money off me i dug deeper in to Mystake casino and saw quite a lot off bad reviews the same as mine I’ve also noticed the site isn’t a verified site. To witch shouldn’t operate without one. I in all my life have never once’s been cheated out off

money and I was looking forward to that going in to my account I was on cloud nine. And yet your all laughter cheating people out off money they have won. It’s disgusting really is

Hello Peter,

We will send the screenshots via email and please provide the user with them.

Kind regards

Dear lilem1211, I have forwarded the requested chat history, please let me know if you received the email. Thank you in advance!

Yes thank you I got them there is quite a lot off issues. My chat is stated with my full name.. there is also a chat what says porchester this chat isn’t mine and states anxiety problems to which I do not have. Also states in that chat history to that person who wanted it through litecoin it takes 3 business days to witch they stated that to me as well I withdraw this on the weds and I was checking my account every day to witch it was in the processing stage on the Friday when I woke at 3am I checked and it was gone and through a litecoin count it was sussesful straight away. That I don’t understand as well when normally it takes 3 business days. That needs explaining.. also my username is all lower case I’ve never done it with caps on. Also states in that chat they sent over under porchester asking about the litecoin and my stake as stated to them it takes 3 business days. Mine was still in processing stage that Thursday and come that next morning it was sussesfull through litecoin.. and bangs on about mental health and anxiety and having problems that’s not me to witch I can proof through my doctor. I still don’t get how they have said I’ve done this because the numbers and letters they gave to the account it went to goes to a web site explaining litecoin. Also the closing account is to one off there sister sites as I’ve asked and they stated there not part off my stake but if there not part off my stake then why does my stake have that chat picture? So the question is who is porchester why was it prossed so quick that litecoin account when it was early hours Thursday. Friday morning at 3am is when i contacted them to say it had gone so to me it should have been going through processing stage for me to cancel it through that I’m not sure. Still find it strange when I flagged it up they are quick to pass me off and they it’s sussesfull when it wasn’t even 24 hours in process for litecoin. Peter if you study the screenshot let me no.. but still not happy at all

Dear lilem1211, I have reviewed the provided information as well and I'm afraid there isn't much I can do from my side. It seems the person who requested the withdrawal must've had access to your account if they disposed with your username and were able to withdraw the funds to the Litecoin wallet. It is impossible to trace the money if it was moved through crypto as it is an anonymous network but it's recommended to use by casinos as you can move money a lot faster than with bank transfers and I believe that's why the casino did not attempt any further verification of the wallet.

I can only try to assist with the blocking of the account and would like to ask MyStake Casino representative if they could explain why the player's account was blocked in your casino if it was not requested there directly. Thank you in advance!

Hello,

We are forwarding the screenshot from the Live chat scripts to you. The relevant team has decided to terminate the account following our Terms and Conditions due to the message.

Kind regards

Dear lilem1211, unfortunately, I won't be able to assist in this matter further. The casino operated according to its terms and conditions. As the person in the screenshots operated with the knowledge about your account, the operator had no way of distinguishing if it was you. Unfortunately, we will have to reject your complaint. Thank you for your understanding, 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.

Kind regards,

Peter