MyStake Casino - A conta do jogador foi bloqueada inesperadamente após a retirada.

I would like to know why my account was blocked without any warning. Yesterday, I made a withdrawal of 100 EUR via Binance, for a bonus I completed. Prior to that, I read all the terms so this wouldn't happen, given that it happened to a colleague of mine and he lost a lot of time dealing with it. I also reached out to one of your team members to confirm that my account was in the right state for a withdrawal (they told me it was). I spent a lot of time completing my bonus, it's unbelievable. Could you please inform me which rule I violated?

I HOPE you can take action and assist me with this. I'm extremely frustrated.

Quería saber por qué mi cuenta fue bloqueada sin motivo. Ayer hice un retiro de 100 EUR vía binance, por un bono que completé, antes de eso, leí todos los términos para que no me hagan esto ya que se lo hicieron a un colega y perdió demasiado tiempo. También consulté a uno de sus compañeros de equipo para ver si mi cuenta estaba correcta para el retiro (me dijeron que sí). Pasé mucho tiempo haciendo mi bono, esto es increíble, al menos dime qué regla violo.

ESPERO que puedas hacer algo al respecto y ayudarme. Estoy muy frustrado.

Dear Ricky123,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the KYC verification?

Have you made any successful withdrawals from this casino in the past?

Have you accumulated your winnings with or without an active bonus?

Have you been informed by customer support why your account has been blocked?

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

Best regards

Veronika

Could you confirm if it passed the KYC verification?

If the verification was complete

Have you made successful withdrawals from this casino in the past?

Yes, successful deposits and withdrawals are made

Have you accumulated your winnings with or without an active bonus?

I accumulated my earnings with the bonus and once completed, as the bonus rules said, the maximum withdrawal was 100 euros

Have you been informed by customer service why your account has been blocked?

No, they do not want to give me an explanation, I have dedicated a lot of time to get the voucher and they do not even take 10 minutes to explain to me what purple rule according to them. (I clarify: I read all the rules and reviewed everything and asked customer service if my account was ready for withdrawal and they told me yes)

¿Podría confirmar si pasó la verificación KYC?

Si la verificación la tenia completa

¿Ha realizado retiros exitosos de este casino en el pasado?

si, es realizado depositos y retrios exitosos

¿Has acumulado tus ganancias con o sin un bono activo?

mis ganancias las acumule con el bono y una vez completado, como decia las reglas del bono, el maximo de retiro era 100 euros

¿Ha sido informado por el servicio de atención al cliente por qué su cuenta ha sido bloqueada?

No, no me quieren dar una explicación, he dedicado mucho tiempo pata realizar el bono y ellos no se toman ni 10min para explicarme que regla según ellos violeta.(aclaro: me leí todas la normas y revise todo y pregunte a atención al cliente si mi cuenta estaba lista para retiro y me dijeron que si)

Will I have an answer? Please, I'm asking, I'm devoting a lot of time to this, it's an injustice

Voy a tener respuesta? Porfavor lo pido stoy dedicando mucho tiempo para esto qje es una injusticia

Have you contacted customer support regarding this issue? If so, please forward any relevant communication between you and the casino to veronika.l@casino.guru. Thank you.

Unfortunately, I contacted several times but the only answer they give me is that according to them it violates the rules, but they don't even tell me that. They just repeat the same thing to me. They don't want to give me the money I earn with all the time I spend completing the bonus. Also within that account I have my documents uploaded. It's disrespectful to be blocked like that.

Lamentablemente, me comunique varias veces pero la única respuesta que me dan es que según ellos viole las normas, pero ni siquiera me dicen que. Solo me repiten lo mismo. Para mi no me quieren dar el dinero que me gane con todo el tiempo que dedique a completar el bono. Además dentro de esa cuenta tengo cargados documentos míos. Es una falta de respeto que me la bloqueen así.

Thank you very much, Ricky123, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ricky123,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino,

Can you please provide information on why was the player's account blocked?

Hello,

The user's account has been block due to his suspicious activity. The user registered several accounts and in all ones activated bonuses which is considered as a fraudulent activity by the relevant team. According to our T&C bonus hunting isn't accepted so the account has been blocked.

Michal, we will provide you with all the necessary proofs via email.

Kind regards

Thank you for your response, MyStake Casino.

Yes, please forward the supporting evidence of your claims to me at michal.k@casino.guru

What mystake casino says is a lie. I created an account with a single email. Do not use multi-accounts. That they are wrong is one thing and another is blocking an account without proof

Lo que dice mystake casino es mentira. Yo me cree una cuenta con un solo mail. No utilice multicuentas. Que se equivoquen es una cosa y otra es bloquear una cuenta sin pruebas

Dear Ricky123,

Please forward me (michal.k@casino.guru) your ID, a selfie with your ID, and other documents you have provided to MyStake Casino for KYC. This should help us to clarify the situation.

Dear Ricky123,

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.

They shouldn't be asking me for all this. This is a fraud

No me tendrían que estar pidiendo todo esto. Esto es un fraude

Dear Ricky123

I would like to put to your attention the fact that KYC as well as AML is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos take KYC or AML lightly. This is an industry-standard process.

Please forward me (michal.k@casino.guru) your ID, a selfie with your ID, and other documents you have provided to MyStake Casino for KYC. This should help us to clarify the situation.

It's perfect but they've had me with this for almost a month and I still don't see the solution. I appreciate your help but they still don't give me a solution. I also have to share my personal data. It does not seem right

Esta perfecto pero me tuvieron ya casi un mes con esto y todavía no veo la solución. Agradezco su ayuda pero siguen sin darme una solución. Además tengo que compartir mis datos personales. No me parece correcto

Dear Ricky123,

The KYC as well as AML is a standard process the casinos CAN request before every withdrawal and MyStake Casino has this mentioned in its terms and conditions you have agreed to.

Please understand it is solely your responsibility to provide all necessary documents for the KYC and AML process.

It is of course your right not to provide the required documents if you wish, but please bear in mind that we will no longer be able to help you with your case because if you do not provide the required documents, you will not successfully complete the KYC and AML process and the casino is not obliged to pay you your winnings and will permanently close your account.

Please let me know if I can assist you with anything else.

Dear Ricky123,

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.