MyStake Casino - Cuenta del jugador bloqueada, retraso en la revisión.

Hello,

My account at Mystake was locked a year ago. Prior to that, I had made several deposits and withdrawals, and done some gambling. However, a year ago my account (which had 200 euros in it) was locked. I was unable to make further deposits, withdrawals, or even to play.

The support team informed me that they were reviewing my account, a process that could take up to 6 months. Now, a year has passed and nothing has changed. I had already verified my identity several times, once via SumSub and then further through a video verification.

Hallo,

vor 1 Jahr wurde mein Konto bei Mystake gesperrt. Ich hatte davor schon mehrmals ein und ausgezahlt und gezockt. Allerdings wurde vor 1 Jahr mein Konto (mit 200 euro drauf) gesperrt. Ich konnte nicht mehr einzahlen, nicht mehr auszahlen, und nicht mehr spielen.

Der Support hat gesagt, dass sie mein Konto überprüfen und das könnte 6 Monate dauern. Jetzt ist 1 Jahr vergangen und es hat sich nichts geändert. Ich hatte meine Identität schon mehrmals verifiziert, einmal durch SumSub und dann noch eine Videoverifikation

Dear jeffbezos12452,

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. 

• Could you please advise how long have you been a player in the casino before your account was blocked?
• What games did you play to accumulate your balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of bonuses? 

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

Dear jeffbezos12452,

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.

Hello,

I was probably registered with the casino for at least 6 months before I was banned. I mainly did sports betting, occasionally played slots, but 95% sports betting. My current balance was not achieved through bonuses, but through normal betting

Hallo,

ich war bestimmt mindestens 6 Monate lang beim Casino registriert, bevor ich gesperrt wurde. Ich habe hauptsächlich Sportwetten gemacht, gelegentlich auch Slots gespielt, aber zu 95% Sportwetten. Mein aktuelles Guthaben wurde nicht durch Boni erreicht, sondern durch normales Wetten

Thank you for your reply, jeffbezos12452.

As you might know, our forum Casino.guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Which websites do you mean?

Welche Webseiten meinen Sie?

Thank you for your understanding. I will send you the list of suggested websites via email after closing this complaint.

Due to the aforementioned reasons, this complaint will now be rejected. 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.