MyStake Casino - The player's account got blocked.

hello. I have a verified account. I submitted a withdrawal request and a day later my account was blocked. They said an investigation is underway and we have to wait. No timing, no reason, no solution. Help

Hello Gurgen,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.

When exactly did you request for the withdrawal? When was the last time you contacted the casino and did they respond to you since? Did you accumulate your balance from real money or did you use any kind of bonus?

Looking forward to your answer.

Regards,

Nick

I submitted a withdrawal request on June 7, and on June 8 my account was blocked. contacted for the last time on June 9 and they told me that the investigation was underway. For what reason and how long to wait - they did not say. I didn't use the bonus.

Hello Gurgen,

In that case be sure to wait at least 14 days after submitting your documents for the whole process to be finished. If there wouldn't be any update until then, we will definitely intervene but for now I can only recommend to wait as it is a standard procedure.

Regards,

Nick

I'll wait. only my account has been verified for a long time and they don’t ask me for anything. it makes sense ?

Hello Gurgen,

It makes a little less sense that way but they can still do random check of your account if they did not request for any new documents. We will try to get in touch with them if there won't be any update after the timer runs out.

In two days it will be two weeks, but they have not asked me anything yet and there are no changes in the investigation

Hello Gurgen,

As there has been no update in the case yet, I will forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

thanks, I'll wait

Hello Gurgen,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, can I ask if you have used your account for sports betting, casino games, or both?

We would like to invite MyStake Casino to join the conversation and participate in the resolution of this complaint.

Dear MyStake Casino,

Can you please provide more information regarding the reason for the investigation and how long it might take?

Kind regards,

Adam

i used my account for sports betting

Hello Gurgen,

Thank you for your reply.

Please be aware that we do not currently accept complaints regarding sports betting, as we do not have enough insight into this to be able to advise you correctly.

However, as your complaint is regarding a blocked account, we will await an explanation from the casino and see if we are able to help.

Kind regards,

Adam

Hello Adam,

The account of the user is under thorough review. The investigation may take some time (3-5 weeks from now), since the case is being looked into with the sportsbook provider.

We are sorry that he has to wait so long. However, finishing the process is not totally up to us as a third party is also involved.

Also, according to our T&C, ''The Company reserves the right to hold the withdrawals for the time needed to investigate violations of the Terms and Conditions and/or applicable laws on the part of the Player."

For now, the player's account is limited and there is no possibility to make a deposit or withdrawal until the investigation ends.

Kind regards,

Thank you MyStake Casino for clarifying the situation.

Dear Gurgen,

As it seems that the reason for blocking your account is due to sports bets being investigated, I am afraid we are not in a position to be able to help any further with this case and the complaint will be rejected.

Unfortunately, we don't have a branch dealing with sports betting yet, but I can suggest three websites that do:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

I hope that they will be able to help you with your issue.

I’m truly sorry I couldn’t be of more help. Thank you for your understanding.

Kind regards,

Adam