MyStake Casino - Player's withdrawal delayed after account suspension.

I registered with Mystake.com on The 16/01/24, I completed account verification successfully for my account.

and then shortly after deposited 16 amounts. From 1 card mainly and 1 other.

when withdrawing to BTC. I shortly received an email stating I would have to wait up to a maximum 3 working days for my winnings. This morning on the 17/01/24 I woke up just to find a email stating it’s been rejected, regarding my withdrawal for my winnings.

i was then prompted to complete KYC and I sent across all documentation requested for one card, and the rest for the other (stating my name on the account with my e-money card. as an alternative to on the statement as they don’t have names on statements.

as mystake wanted to see statements with a name for both cards or so many digits of the real card witch I don’t have as there both virtual e-money Mastercards.

i was then getting frustrated and sent a complain strait across to the arbitration body for egaming in caraçao . The ‘CEG’

I tried to log in shortly after doing this and emailing them that I followed there terms and requests including giving them a heads up on that I want my complaint raised for the ‘CEG’ and made a slight typo on email saying I never complied with the terms when I did, shortly following up with a reply to the email stating the typo.

anyway long story short . They locked my account . And have been informed a compliance manager will be in touch in due course . No idea why they can’t just specify KYC has passed and just process the winnings .

its hardly a big jump from what was initially deposited anyway. So its more than logical for them to process the request instead of dragging it out to ‘CEG’ but I feel like there terms no not violate game of play and compliance with the egaming operator.

im frustrated as I feel cheated and that this casino is trying to find any loophole to not process the withdrawal.

8.8/10 from casinogura sounds inaccurate review wise for this so called trusted operator !

thanks in advance!,

Callum

Dear Cwat,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly that the main issue with verifying your payment methods seems to be the fact the cards you used for deposits were both virtual?
• Can you access the information regarding these cards in your bank application that issued these cards?
• Have you received any explanation from the casino since your account was blocked?
• If you received any correspondence detailing the situation, please forward it to my email at tomas@casino.guru

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

Best regards,

Tomas

I have replied to your email and have received zero responses .

Thanks for your patience and for your continuous updates.

Has the casino accepted the recently sent document, especially the bank statements you provided?

Usually, when the cards that were used are virtual, a video of the cards from your bank application showing you are the holder of the account and the cards is sufficient proof of their ownership.

Have you provided such proof? Did the casino compliance manager contact you since your last message?

I'll await your reply.

I’m not happy with how late your responses are, I’ve heard zero responses over email either Tom.

as for your question. I’ve submitted what they asked for, showing a statement for both accounts linked to both cards, showing my name, and other important information. Such as my address and ownership status of that account.

this casino has failed in every regard to communicating back with me, and has decided to leave my emails ignored. My winnings feel like loses, and this sort of behaviour has resulted in me taking action with the CEG.

Thank you for your patience, Cwat. We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days. Please understand I will always prefer to respond directly to the complaint and will not respond to emails by default.

Please note we understand casino might take time to verify your documents. From experience, casinos might be very particular about verifying virtual cards.

Has the casino followed up with you regarding these proofs? Has the 'compliance manager' of the casino contacted you since the official complaint was filed?

Dear Cwat,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.