MyStake Casino - La cuenta del jugador ha sido cerrada por sospecha de fraude.

Hello, the problem is with the casino "mystake".

I was trying to verify the address on my account, but I kept getting an error. I read that you could use a different ID card from the one you used to verify your identity (I used mine for that), so I asked my mother if I could use her ID card to try (since she lives with me and her ID shows the same residence).

After trying this method, I was told that my address couldn't be verified and that I should contact support. After that, I went to bed. This morning, when I woke up, I logged into my mystake account to see if I could try to verify the address again, and I was surprised to find that my account had been locked for suspected "fraud".

I really hope you can help me resolve this issue because I have a significant amount of money in the account.

Thank you in advance.

Buenas, el problema es con el casino "mystake".

Resulta que estaba verificando el domicilio de mi cuenta y me daba error todo el rato, leí que se podía utilizar un DNI diferente al que habías usado para verificar tu identidad (ahí puse el mío propio), por tanto pregunté a mí madre si me dejaba su DNI para ver si me dejaba (ya qué mi madre vive conmigo y sale la misma residencia en el DNI.

El caso es que después de intentarlo de esta forma me dijeron que no había sido posible verificar mi domicilio y que contactara a soporte. Yo después de esto me fui a dormir. Pues bien, esta mañana cuando me he levantado me he metido a mi cuenta de mystake para ver si ya me dejaban volver a intentar verificar el domicilio y me he encontrado con la sorpresa de que me han bloqueado la cuenta por supuesto "fraude".

La verdad espero que puedan ayudarme a solucionar el problema, ya que tenía bastante dinero dentro de la cuenta.

Gracias de antemano.

Hello adriip0413,

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?
• Did you contact them to ask the reason for blocking your account?

Looking forward to your answer.

Regards,

Nick

Dear adriip0413,

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.

Hi there,

All verification processes have been checked and verified except for the address. The problem now is that I already have the document to verify it but I don't get the option to verify the address on the mystake website and support tells me that the address cannot be verified manually, that is, by directly sending them an email with the verification document so they can verify it for me.

I am currently waiting for a response from support, but I have already sent them two emails and they have not responded for over 24 hours regarding the problem mentioned above.

All the best,

Adri.

Hola buenas,

Todos los procesos de verificación han sido comprobados y verificados a excepción de el de domicilio. El problema ahora es que ya tengo el documento para verificarlo pero no me sale la opción de verificar el domicilio en la web de mystake y en el soporte me dicen que el domicilio no puede verificarse de manera manual, es decir, directamente enviándoles un correo con el documento de verificación para que ellos me lo verificasen.

Actualmente estoy esperando respuesta del soporte, pero ya les he mandado dos correos y llevan algo más de 24h sin responder respecto al problema mencionado antes.

Un saludo,

Adri.

Dear Adriip0413,

Using a third-party document is not permissible, and the casino may interpret it as an act of fraud. By "different document," we mean another form of identification that is still under your name.

Kindly forward the communication between you and the casino to nikolas.b@casino.guru for further review.

We look forward to your response.

Kind regards,

Nick

Dear adriip0413,

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.