MyStake Casino - La cuenta del jugador está bajo investigación.

I'm not exactly sure what happened, but one day my withdrawal was rejected, and now I can't deposit or play. I can log into my account and see my money, but all functionalities are blocked. I have contacted them numerous times via email and live chat, but they always tell me the same thing. "Your account is under investigation. We will email you when we have news." It has been 2 and a half months since the issue started. Please help me, I don't know what else to do.

no se exactamente que pasó pero de un día para otro me rechazaron mi retiro y tampoco puedo depositar o jugar, si puedo entrar a la cuenta y ver mi dinero. Pero tengo todas las funcionalidades bloqueadas. Hablé muchas veces con ellos por correo y livechat pero siempre me dicen lo mismo. "Su cuenta se encuentra en investigación, cuando tengamos novedades le enviaremos un correo" ya pasó 2 meses y medio desde el problema, por favor ayudenme, no se que mas hacer

Hello brdn233,

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 if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, the account has been verified for more than a year and I played everything with real money, the last time I spoke with the casino it would have been 10 days ago or less, and they answered me the same "They inform us that your account is under investigation, When there is news we will contact you immediately by email"… I had this last contact through the site's livechat, which is why I cannot send you proof. But in general they always say exactly the same thing and also that they don't even have information about when the investigation will take place.

Hola, la cuenta esta verificada hace mas de un año y todo lo jugué con dinero real, la ultima vez que hable con el casino habra sido hace 10 dias o menos, y me repondieron lo mismo "Nos informan que tu cuenta está bajo investigación, cuando haya novedades nos contactaremos contigo inmediatamente mediante email" … este ultimo contacto lo tuve por livechat del sitio, por eso no puedo mandarles prueba. Pero en general dicen siempre exactamente lo mismo y tambien que ni tienen información de hasta cuando será la investigación

My last deposit was 700 dollars, so I only won 85 dollars

Mi último deposito fue de 700 dólares, o sea que solo gane 85 dolares

Hello brdn233,

Did you play casino games or sports betting?

Casino games

Juegos de casino

Baccarat to be more exact

Baccarat para ser mas exacto

Thank you brdn233 for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear brdn233,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the MyStake Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear MyStake Casino,

Could you please provide a detailed explanation of this case, including the reasons behind the functionality being blocked on the player's account? Could you please provide the reasons for the account investigation? Include all relevant details and any available evidence. You can either post the information here in the thread or send it to my email address at jakub.m@casino.guru.

Thank you in advance for your response!

Best Regards,

Kubo

Hello,

We will investigate that issue and get back to you soon.

Kind regards

Hahaha the same thing they always say to me

Jajaja lo mismo que siempre me dicen a mi

Dear MyStake Casino,

Could you please provide an update on the progress of the investigation into this issue? Are you able to offer a detailed explanation at this time?

Hello @brdn233,

In case to withdraw your funds, you should wager your deposit fully according to our terms - you should wager 195 EUR and then make a withdrawal request.

Kind regards,

Mystake

That's not the problem, if they don't even let me bet, I can't make deposits or withdrawals either.

Ese no es el problema, si ni siquiera me dejan apostar, tampoco puedo hacer depositos ni retiros

Dear MyStake Casino,

Could you please investigate the issue with the player's account and clarify why they are unable to place bets, even though the account's investigation has already been completed?

Thank you.

Hello @brdn233,

You should pass the video verification process and after that, you will able to withdraw your funds. But please consider that your account will be closed permanently after the withdrawal process as your activities are suspected suspicious - you gain the winning by passing our rules.

Kind regards

Hello everyone,

Are there any updates on this case? Has the player completed the video verification yet?

I just sent the video to kyc@mystake.email Sorry, I just saw mystake's response.

Lo acabo de enviar el video a kyc@mystake.email , perdon, recienvi la respuesta de mystake.

They sent me this

"Dear user,

We would like to inform you that the requested transaction was unsuccessful. To withdraw funds, please wager the deposited amount in accordance with the terms and conditions of the website.

Kind regards"

The strange thing is that they ask me to play more but I can't play because it's blocked, they don't let me.

Me mandaron esto

"Estimado usuario,

Nos gustaría informarle de que la transacción solicitada no ha tenido éxito. Para retirar fondos, por favor apueste la cantidad depositada de acuerdo con los términos y condiciones del sitio web.

Saludos cordiales"

Lo raro es que me piden que juegue mas pero no puedo jugar porque esta bloqueado, no me permiten

Hello,

After the final decision, the user has only the withdrawal function to his account and will now be able to withdraw the remaining amount, after that, the account will be closed permanently.

Note: the player isn't able to withdraw via crypto.

Kind regards,

Mystake

It tells me that: "to withdraw with that method I must first deposit money using the same method" ... the only withdrawal methods are Skrill and Neteller, and they also deducted 39 dollars from me, I don't know why.

me dice que:"para retirar con ese metodo primero debo ingresar dinero por el mismo método" … los unicos metodos de retiro son por Skrill y Neteller, ademas me descontaron 39 dolares no se porque

Dear brdn233,

Is the message asking you to deposit before requesting a withdrawal showing up when you try to withdraw to Skrill / Neteller?

Dear MyStake Casino,

It seems the player is still having trouble with his withdrawal, despite your assurance that he should be able to proceed. Could you double-check that the withdrawal permissions are correctly set for his account? It doesn't make sense for him to be prompted to make a deposit while trying to withdraw his balance and close the account. Additionally, could you clarify the $39 deduction from the player’s account?

That's right, it doesn't let me withdraw either through Skrill or Neteller, which are the only withdrawal options I have, it says that I must deposit through Neteller if I want to withdraw through Neteller, and the same with Skrill.

Asi es, no me deja retirar ni por skrill no Neteller, que son las únicas opciones de retiro que tengo, dice que debo depositar por Neteller si quiero retirar por neteller, y asi mismo de Skrill

Hello,

As we checked you didn't request any withdrawal, the function isn't limited. Could you show us what problem you have?

Kind regards

Dear MyStake Casino,

It appears the player is still encountering issues with withdrawing their funds. As shown in the attached image, the player is repeatedly prompted to make a deposit before being allowed to request a withdrawal. Could you please take a more active role in resolving this matter? Additionally, my inquiry regarding the $39 deduction from the player's account has not been addressed. Please clarify this issue as well.

Thank you for your attention to these matters.

Hello,

Per our rule, $39 has been deducted as -20% from the unwagered amount (195 USD) - the user didn't fully wager the balance.

As for the withdrawal, the user can withdraw the funds via Skrill in this case.

Kind regards

Dear MyStake Casino,

Thank you for the clarification.

Dear brdn233,

Could you please attempt to withdraw your funds via Skrill again?

Hello, I was able to withdraw the funds, thank you very much 🫣.. before contacting you I already had it as lost money

(maybe that thing about not betting the entire balance is false... but I have no way to prove it since I can only see the history of the last 20 days)

Anyway, thank you very much for the help 🙏🏻🙏🏻🙌🏻

Hola, ya pude retirar los fondos, muchas gracias 🫣.. antes de contactarme con ustedes ya lo tenia como dinero perdido

(igual eso de que no aposté el saldo en su totalidad es falso… pero no tengo manera de demostrarlo ya que solo se ve el historial de los ultimos 20 dias)

de todas formas muchas gracias por la ayuda 🙏🏻🙏🏻🙌🏻

Dear brdn233,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo