MyStake Casino - Player’s withdrawals were rejected and his account was closed.

Hello, after several months of waiting I was allowed to withdraw the funds from my account and terminate the account per their decision. I was only allowed to withdraw using a sepa iban, so I started my first withdrawal request. The next day it was rejected, and they asked to verify my iban, it was ok. I contacted the manager to speed up the process and the first time my iban wasn't visible on the document I used, then I used a pdf converter to convert my document into the pdf (It was the same document as before, but I didn't read about the iban missing). They rejected it saying it was edited, I explained the situation to the manager, which asked me to send the document again. I proceed in sending the original document as I got it downloaded from my bank dashboard, and I receive the email from the kyc team saying they were checking the document. After some hours, I receive an email saying that my document was being checked by the proper team (isn't the kyc team the proper team??), after some more hours, without any update by email, I login into my account to check, and I see the system deduction for the amount that I'm disputing right now. After I withdrawn the minimal part remaining of that funds afraid that they could take back that as well, I try to log in to my account again to see if I could do something to solve the situation and I find my account is blocked. So I contact the live chat asking the reason and they said "It was for your iban verification", after that agent, all the other agent started saying that I could not be informed about the reason, some agents even closed the chat without letting me do my questions (and even banned me from the chat for asking to review my case!) I tried to sent a complaint explaining that I can send them the document to make them check it again, but they didn't answer and they're not helping at all. Please help me withdraw the remaining funds, I had accepted you investigating over 6 months to decide to let me withdraw and now you ban me for no reason and acting like annoyed in live chats, with me asking kindly to help, I will attach the document here as well. Thank you

Dear gigolos00,

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.

Do I understand correctly that the casino decided to close your account but allowed you to withdraw your balance before that? Have you accumulated these winnings with or without an active bonus?

Could you please confirm if you passed the verification of your bank statement? Please forward me the problematic document. My email address is veronika.l@casino.guru.

Have you managed to withdraw some of the balance that was not deducted from your account? How much money was that? Was it the amount of your original deposit?

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

Yes, they first said me I could only withdraw the funds and then get my account closed, after that they deducted the amount disputed, and after withdrawing the remaining part, they closed it with the excuse of the iban that they are not admitting anymore in the live chat, because "the company has the right not to tell why my account was closed, and the decision is final". 240€ was left on the account, it was the deduction of 20% of the deposit as they told me. No, my winnings were with real money. I will send you the document right now

Thank you very much, gigolos00, 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.

This is how the "support" team works

Hello there,

Thank you gigolos00 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 what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello,

We will investigate that issue and get back to you soon.

Kind regards

Hello,

The user is noticed in a falsification document and due to it we have deducted the winning as an exception we enable him to withdraw his deposit - 20%.

We will send you the detailed information.

Kind regards,

Thank you for the update MyStake Casino representative. Would it be possible to provide me with evidence of the falsified documents? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Peter,

We have already sent you the relevant information regarding that issue via email.

Kind regards

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

Dear gigolos00, the casino has provided me with evidence of document falsification, with that in mind we believe the steps the casino has taken are justified. As your deposit was returned to you we will subsequently 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