The player was unable to withdraw his balance due to ongoing verification. He was advised to make a deposit to reach at least the minimum transaction amount and withdraw his last deposit. Based on all the gathered information, we decided to reject this case for the following reasons: Clearly a serious violation of the casino's Terms and Conditions - multiple accounts and reasonable grounds to believe we are talking about the misuse of someone else's ID and bonus(es) abuse; Player's failure to cooperate in resolving the complaint and provide us with relevant information, SPAM; Despite several warnings regarding his communication, he continued to communicate using inappropriate language and insults directed at casino.guru employees The player has been permanently banned.
MyStake Casino - The player's unable to withdraw his balance.
Amount: €220
MyStake Casino
Safety Index:HighOther
REJECTED
Case summary
I can't request a withdrawal or bet with my balance which has been frozen even though I have sent all the documents required by the casino!! Crappy site! For deposit and cooing quickly 400 euros were excellent, now with 200 euros they don't let me withdraw or do anything
Hello Ermejo
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.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
now it's as if they had frozen my account I can't even bet, before they made me lose 400 euros, now that I want to withdraw it is not possible to place any bets. For several days I have already sent 3 bank statements and the respective three different cards. Embarrassing site, I do not recommend it to anyone and the chat cannot provide any explanation and the support that must be viewed every time asks to provide other things not previously requested, lengthening the times.
The balance is 220.14 euros that I'm trying to withdraw you don't answer anymore? I sent my requested documents of the three cards, two accepted entirely the third keep telling me that the account statement is not right, I also sent the movements and screenshots of the extract as requested, I made a video as requested where you can see that I enter the app with my name is mail and showed the movements, it's already been a week, I ask for my money now.
Hello Ermejo,
As I already mentioned above, the verification may take up to 14 days so please be sure to provide all the documents requested by the casino and let us know if they would not finish the process within that time frame.
They don't complete, I send you my documentation they don't accept my Skrill card ? After sending two accepted statements of fineco and revolut, they do not accept the Skrill one taken directly from the site.
I also have an email directly from Skrill saying which statement is what is inside the app and therefore what I sent, I also sent a video directly from the app. But nothing
I confirmed all 3 of my cards that I had deposited with.
now the casino has decided to close my account for I don't know what reason and after making me play and bet about a thousand euros lost, I find 220.14 euros in the account.
now they tell me that the account is closed and that I can only withdraw 40 euros from the last deposit and not what I had left of 220.14. I didn't have any bonus it was all money from my deposits.
Can you please advise if all the cards you used to deposit are owned by you? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?
Thank you Ermejo for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru)who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
What else should I expect ! They have been holding my money for almost a month now.
I also want a bad review about them to come out and also ask for damages for illegal withholding of money.
Hello, Ermejo,
I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MyStake Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear MyStake Casino Team,
Is the player's casino account closed, or are there any restrictions? If yes, could you please provide us with an explanation of the player's situation in more detail? Why were the winnings confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
Hello,
As we have checked, the user was noticed to have duplicate accounts. After the verification of credit cards, he can withdraw his current balance and after this the account will be closed permanently.
Best regards,
Dear MyStake Casino Team,
What is the balance in the player's casino account? Will the casino pay him the whole balance after meeting the necessary requirements within the KYC process?
To simplify the process of withdrawal and account closure, can you please provide us with the information on what documents need to be sent to the casino and what email address they should be sent to?
They have to pay me full amount right away.
they deserve a complaint. You must immediately review the casino negatively so that other players do not experience further theft.
they have already made me provide 3 card numbers with the related 3 bank statements. And then they deleted some of the balance from my account.
they are thieves and scammers.
Hello,
We want to clarify that the user had multiple accounts and was using another person's document to verify the accounts. This was the reason for deducting money from the account. Only the last deposit could be withdrawn.
Best regards,
I have also sent 3 bank statements in my name. What else do I need to do to verify identity.
that they close my account ok but give me my money right away.
Dear Ermejo,
I am afraid you have to provide the casino with the requested documents to be able to withdraw anything from your casino account.
Dear MyStake Casino,
What was the value of the last deposit that can be withdrawn? What was the balance before the casino confiscated a part of the player's winnings due to a breach of its Terms and Conditions? How much has been confiscated? Is the casino able to substantiate its decision with relevant evidence?
The ways of sharing the necessary data and details were mentioned above in one of my posts.
There is still a question that has not been answered yet.
"To simplify the process of withdrawal and account closure, can you please provide us with the information on what documents need to be sent to the casino and what email address they should be sent to?"
I have already sent all my documents to the casino including 3 different card statements.
the balance was 220.14 euros
and last deposit of 40 euros
so they have to send me everything.
Holy crap jew shit you gotta give me my money thieves b******i.
Hello Branislav,
The last deposit amount was 40 EUR, which can be withdrawn. The balance before was 220.14, and we deducted 180.14.
We will send you proofs via email.
Best regards,
you see it won't let me withdraw.
in fact they tell me to top up to get a percentage of these criminals.
immediately send me my 40 euros unanimously mentioned above and show me where I withdrew money and where I personally used and withdrew money with other accounts! Criminal pigs that are nothing else
Ermejo, please, watch your language. Otherwise, I will be forced to think about the closure of this complaint.
Dear MyStake Casino,
Thank you for your email and the provided screenshots. However, I am not sure if I understand the situation correctly.
Could you please look at my last email and provide me with further details and additional data?
I speak like this because they robbed me. Do you understand that we've been involved for 2 months and I don't see my 220 euros?
Hello Branislav,
We provided additional details with further explanation. Do let me know if you require any other proof.
As for the withdrawal, we have a minimum withdrawal limit. The player can deposit 20 EUR and then request payment of the whole balance.
After the withdrawal, the account will be permanently blocked.
Best regards,
You understand they have had my money and data for over 3 months.
this is embezzlement.
Greetings all,
I am sorry for the delayed reply.
In relation to your request, Ermejo, you will be informed of the results of the investigation as soon as possible after sufficient evidence has been provided and a full investigation has been made.
Dear MyStake Casino Team,
Unfortunately, additional data and details regarding this case will be needed.
Please, see my last email and, if it is possible, share with me the requested information.
Looking forward to hearing from you.
What information do I have to send!! They have had my money for a long time!! It's embezzlement. It's a crime.
and on top of that now they also tell me to deposit more money.
For now - nothing. We are waiting for the casino's reply and additional information via email.
They will have hackers I'm The profile !! I have never withdrawn and I will have deposited more than 1000 euros in total now I want my 220 back immediately!!!
Hello Branislav,
We have sent additional information through email and please take into consideration these details.
Kind regards,
Thank you, MyStake team, for the additional data.
Dear Ermejo,
If I remember correctly from past complaints, the verification is real-time in MyStake, especially taking selfies.
Can you please explain how it is possible that your selfie was uploaded during verification to a game account with different personal details and a completely different ID (female) and that the same device/IP was used in multiple accounts including yours?
Greetings all,
Just to let you know about the update - for some unexplained reason, the player is allegedly not able to provide us with replies directly in the thread. Therefore, we communicate via email.
Now I am extending the timer for the player to keep track of the processing time.
Once I have the requested details and explanation from the player, I will share them here.
Thank you for your patience and understanding.
Dear Ermejo,
We are extending the timer. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
Dear MyStake Casino team,
Thank you for your email and the provided details.
There is still ongoing communication with the player outside of this thread, where we discuss the circumstances.
In the meantime, could you please provide me with the following data (for each of the connected accounts):
- Profiles with visible personal details and registration dates
- Transaction histories or screenshots with visible claimed bonuses with dates
- Additionally - the same screenshot of the verification process you sent me for the first 2 accounts before (email from February 21, 2023), but for the complainant's verified and allegedly third gaming account.
Hello Branislav,
We have already emailed you further documentation. Kindly check it.
Kind regards,
Mystake team
Dear MyStake Casino Team,
Thank you for your email and the additional details.
Just letting you know that we accept the casino's decision regarding the player's balance correction. The player was informed about everything via email, and I am currently waiting for his response. Therefore, I will set the timer for the player.
I will inform you of his decision as soon as possible. I honestly believe that after the player's next email, we will significantly move the case forward, or it will be rejected.
Thank you for your patience and understanding.
Dear MyStake Casino Team,
Based on all the gathered information, we decided to reject this case for the following reasons:
- Clearly a serious violation of the casino's Terms and Conditions - multiple accounts and reasonable grounds to believe we are talking about the misuse of someone else's ID and bonus(es) abuse
- Player's failure to cooperate in resolving the complaint and provide us with relevant information, SPAM
- Despite several warnings here and outside of this thread regarding his communication and being informed that it would not be tolerated under any circumstances, he continued to communicate using inappropriate language and insults directed at casino.guru employees
The player will be permanently banned.
Thank you for your patience and cooperation, and I am sorry for wasting your time.
Best regards,
Branislav, Casino.Guru
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