MyStake Casino - La cuenta del jugador fue bloqueada.

Greetings.

they verified my account I sent them all the requests they requested after that I deposited and started playing at a certain point playing slots I got the bonus and paid me 25,000 euros. I got to 32,000 and asked for a withdrawal.. they refused me and put me under investigation without a reason they tell me we can't give further information and timing I really don't know what I could do deposit no problem then when I have to do withdrawal they block me

Salve.

mi hanno verificato conto gli ho inoltrato tutte le richieste che mi hanno richiesto dopo ciò ho depositato e ho iniziato a giocare ad un certo punto giocando alle slot mi esce il bonus e mi paga 25 mila euro.sono arrivato a 32 mila e ho chiesto un prelievo..me lo hanno rifiutato e mi hanno messo sotto inchiesta senza una motivazione mi dicono non possiamo dare ulteriori informazioni e tempistiche davvero non so cosa potrei fare depositare nessun problema poi quando c’è da fare prelievo mi bloccano

Dear edoardoberga003,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few questions so I better understand the situation.

Could you please advise how long have you been a player in the casino? Do I understand correctly you played in the casino without using bonuses?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Not for a long time…exactly I played without bonus

Non da molto tempo…esattamente ho giocato senza bonus

Thank you very much, edoardoberga003, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you, I await news

La ringrazio attendo notizie

Hi edoardoberga003,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask MyStake Casino to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's account has been blocked?

Looking forward to hearing from you!

Best regards,

Tomas

Save. I went into my profile to check if I had news and I found myself with 10 euros and a withdrawal made by them from 24 thousand euros who pocketed my money

Salva.sono Entrato sul mio profilo per verificare se avevo notizie e mi sono trovato con 10 euro e un prelievo fatto da loro da 24 mila euro che si sono intascati loro i miei soldi

Hello Tomas,

The user had created multiple accounts. All of them have used the same IP and device.

According to our T&C's, Only one Account is allowed per person, household or IP address.Creating multiple Player Accounts by a single Player can lead to the termination of all such Accounts. Any returns, winnings or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account.

Consequently, all the winnings were confiscated, and only the deposited amount remained in his account.

Additional details will be sent to your personal email.

Best regards,

Dear all,

I'm still investigating the case. We need more time to review all facts and evidence.

I will now extend the timer for additional seven days.

Thank you for understanding.

Kind regards,

Tomas

Thank you very much

La ringrazio molte

Dear edoardoberga003,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Slotman Team, for providing information and for your cooperation.

Best regards,

Tomas