The player's unable to verify for unknown reason. The complaint was rejected as the player stopped responding.
Hi, I have another problem with mystake, I should withdraw but I cannot verify the account despite having provided all the documents, they made me contact the support by email but still I do not receive any response
Hello Vincenzo,
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.
What is exactly the issue with the verification - they are not responding or you are unable to upload your documents? Do I understand it correctly that you are able to withdraw even thou you are not yet verified?
Looking forward to your answer.
Regards,
Nick
Hi, I think the problem is because I have another verified account blocked at my request, so I made another one making a nice win and now that I have explained the situation to her by sending them the documents via email you do not answer me or they cannot check, I would just like to withdraw my balance and then I can also stop playing
Also because the verification I tried to do it in the account by myself 2 times and it failed, they asked me to write an email to kyc@mystake.com and I have not received a reply for 3/4 days
the account is blocked but I can log in to only make the withdrawal but if I cannot verify the withdrawal I cannot do it rightly 🙁
I have now logged into the account and I have been blocked, I can not do anything
now the account unlocked but with 300 euros, the 4,700 euros have been withdrawn, I don't receive reasons and I want my money
Then the winning money was taken from them because I duplicated the account and according to the laws it cannot be done, but it seems strange to me also because it is 4000 euros .. is it possible that there is no way to receive even half? I ask you please
Questa è il riassunto di tutto quello che è successo!
Hi, I have a problem with Mystake casino, I was withdrawn from the account 4700 of winnings because from their rules you can not duplicate an account and therefore they choose them how best to solve the problem, I don't like this choice because I duplicated an account for their mistake, my account blocked it at my request but then it was no longer unlocked to Also because a rule that provides for a sanction thing so it seems to me more than a scam, I was forced to make another account to play so in the end there was a misunderstanding. I would be happy to receive your reply on this and to resolve as soon as possible. Thank you!
Hello Vincenzo,
How much did you exactly deposit into the casino? If the second account also belongs to you, the casino had every right to confiscate all of you winnings and refund only your deposits. If the casino have paid out the refund, there is nothing else that can be done.
Please note that it is against the terms in almost every single casino to make multiple accounts so be sure to never create more than one in the future.
Let us know if your deposit was refunded, if yes, the complaint will be closed as there is nothing more we can do with the case.
My refund has been made and I have also withdrawn, but I have created two accounts because of them so let's say that it was not only my fault, they went against their laws for their mistake so I ask if it is possible to recover the money of the win
Hello Vincenzo,
What do you mean it is not your fault you created a second account? If you did it was only up to you the casino had nothing to do with it if you have used different details. Even if you would have used the same details, the casino mostly do checks only when you try to verify yourself and they can't find out if you have multiple accounts.