MyStake Casino - La cuenta del jugador en Mystake Casino ha sido bloqueada.

Hello, I've been playing at Mystake Casino for a few weeks now, occasionally, and I'd managed to accumulate 1400 euros. I decided to withdraw some of it, so I verified my account as instructed. However, when I attempted to take out the money, it would cancel after some time. This led me to contact their support team, who informed me that I needed to verify my bank card, which I had used to deposit money initially. I sent in all the requested photos, only for them to reply that my account had been locked for allegedly participating in games banned in my country. This is absolutely untrue since I'm automatically prohibited from accessing those unavailable games in my country. Now, I am left without money and unable to access my account. I would like to resolve this issue as the money is significant to me, and I was banking on it. I believe it is incredibly unjust what they are doing as I've always adhered to the rules. This incident is not typical of a casino purported to have a good reputation. If they could assist me in resolving this matter in a more straightforward and swift manner, I would greatly appreciate it. Otherwise, I will be compelled to explore the legal actions available against this casino.

Hola, llevo unas semanas jugando en Mystake casino de vez en cuando y he llegado a tener la cantidad de 1400 euros por lo que me decidí a retirar una parte, verifiqué mi cuenta tal y como me indicaban y a la hora de retirar el dinero se cancelaba pasado un tiempo, cosa que hizo que me pusiera en contacto con el soporte a lo que me respondieron que tenía que verificar mi tarjeta bancaria con la que ingrese dinero en su momento, les envié todas las fotos que me pedían y la respuesta fue que mi cuenta se había bloqueado por presuntamente entrar en juegos prohibidos en mi país, cosa que es totalmente mentira por que todos los juegos a los que no puedo jugar en mi país no me deja acceder de ninguna manera, ahora me encuentro sin dinero y sin poder entrar en mi cuenta, me gustaría solucionar esto por que para mi ese dinero es importante y contaba con ello creo que es muy injusto esto que están haciendo por que yo he hecho las cosas bien en todo momento y no es normal que suceda esto en un casino que se supone que tiene buena reputación, si pudieran ayudarme a hacer las cosas de una manera más fácil para todos y que solucionen esto rápido lo agradecería si no me veo obligado a buscar las acciones legales que puedo ejercer contra este casino

Hello Joniel,

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 when did you register into the casino? Did you use your own personal details to register? Did you use any software to alter your location in order to get into the casino? How much did you deposit there in total and did the casino refund anything?

Looking forward to your answer.

Regards,

Nick

I registered a month or two ago, I used all my personal data, I have always played from my mobile, I have never used any software to alter my location, from what I enter in its day the casino did not refund me anything but I do not want that give me what I get initially, I want my money, I have earned it legally

Me registré hace un mes o dos, utilice todos mis datos personales, he jugado siempre desde el móvil, nunca he utilizado ningún software para alterar mi ubicación, de lo que yo ingrese en su día el casino no me reembolsó nada pero yo no quiero que me den lo que ingrese en un principio, quiero mi dinero, lo he ganado legalmente

Can you please get Mystake to do something about it? I've seen you get in touch and get things sorted out

Por favor pueden hacer que Mystake haga algo al respecto? He visto que os ponéis en contacto y lográis que arreglen las cosas

Here they are lying to my face, saying to the public that I blocked my account and that I have not verified the card, so that its image does not stain, but it is totally a lie, I verified the card as I They asked, twice and for the two emails they use, I have the emails in which they clearly tell me that they have blocked my account because they "think" that I have played prohibited games.

This is clearly a scam and they don't want to pay me, I need them to tell me what solutions to take further, if there is a place to report these things because even if I don't earn my money this is not going to stay that way

Aquí me están mintiendo en la cara, diciendo de cara al público que yo bloquee mi cuenta y que no he verificado la tarjeta, para que su imagen no se manche, pero es totalmente mentira, yo hice la verificación de la tarjeta tal y como me pidieron, dos veces y a los dos correos que ellos utilizan, tengo los correos en los que claramente me dicen que me han bloqueado la cuenta por que "piensan" que he jugado a juegos prohibidos.

Esto claramente es una estafa y no quieren pagarme, necesito que me digan que soluciones tomar más allá, si hay algún sitio donde denunciar estas cosas por que aunque no gane mi dinero esto no se va a quedar así

Hello Joniel,

Could you please forward any communication between you and the casino related to this case to nikolas.b@casino.guru?

Dear Joniel,

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.

Yes, I will send everything I need as soon as possible, I have screenshots in which they tell me that they have closed my account because of the card and for playing prohibited games and others where they say that I requested that they block me, the worst thing is that now I managed to get them to unlock my account and not I have funds, they say that I bet them all before asking to block my account and the transaction history does not exist, what a coincidence

Si enviaré todo lo necesario cuanto antes, tengo capturas en las que me dicen que han cerrado mi cuenta por la tarjeta y por jugar juegos prohibidos y otras donde dicen que yo solicite que me bloquearan, lo peor que ahora conseguí que desbloqueen mi cuenta y no tengo fondos, dicen que los aposté todos antes de pedir que me bloquearan la cuenta y el historial de transacciones no existe que casualidad

Dear Joniel,

I still did not receive any e-mail from you, please send it within the next 7 days otherwise we will be forced to close the complaint.

Dear Joniel,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.