MyStake Casino - Os ganhos dos jogadores estão sendo retidos.

Hello dear Casino Guru team.

I have had a problem with the operator for several months now. They have withheld my balance/winnings for reasons I cannot understand and have also claimed 20% of any deposits. The terms and conditions are quoted here but they do not say anything or do not apply to me and I have felt helpless and cheated. Now they do not even want to pay out the remaining balance of €350.75 and I keep getting the same standard email when I ask why I cannot pay out: Hello,

Thank you for contacting us!

Please note that the winnings were deducted due to violation of the Terms and Conditions. You are welcome to withdraw the remaining funds in your account.

Should you have any questions or require further clarification on this topic, please do not hesitate to contact us. We are committed to providing you with the support you need.

Best regards,

Peter

I am fully verified and don't know what to do. I haven't used any bonuses or anything else. I just won and wanted to withdraw the balance.

I hope you can help me..

Best regards

Petra Z***

Guten Tag liebes Casino-Guru Team.

Ich habe seid einigen Monaten schon das Problem mit dem Betreiber, dass mir mein Guthaben/Gewinn aus unerverständlichen Gründen einbehalten hat und zudem auch noch 20% von keiner Einzahlung für sich beansprucht. Hier werden zwar die Agbs zittiert aber die sind nichts sagen bzw. auf mich nicht zutreffend und ich mich hier auch schon machtlos ausgeliefert und betrogen fühlte. Nun will man mir nicht einmal mehr das restliche Guthaben von 350.75 € auszahlen lassen und bekomme auch nachfrage immer wieder die selbe Standardmail warum ich nicht auszahlen kann: Hallo,

vielen Dank, dass Sie uns kontaktiert haben!

Bitte beachten Sie, dass die Gewinne aufgrund von Verstößen gegen die Allgemeinen Geschäftsbedingungen abgezogen wurden. Sie können gerne die verbleibenden Mittel auf Ihrem Konto abheben.

Sollten Sie Fragen haben oder weitere Klärungen zu diesem Thema benötigen, zögern Sie bitte nicht, uns zu kontaktieren. Wir sind bestrebt, Ihnen die Unterstützung zu bieten, die Sie benötigen.

Mit freundlichen Grüßen,

Peter

Ich bin vollkommen verifiziert und weiß nicht was ich tun soll. Ich habe auch keinen Bonus genutzt oder sonstiges. Einfach gewonnen und wollte das Guthaben auszahlen.

Ich hoffe sie können mir helfen..

Liebe Grüße

Petra Z***

Dear PetraZ82,

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, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you accumulated your winnings from a deposit?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Dear PetraZ82,

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.

Good morning, if I remember correctly I played a lot of badminton games. I can't say exactly how much I played in the casino

Yes, I only deposited once and actually managed to win.

Best regards

Petra

Guten Morgen, ich habe wenn ich mich recht erinnere viel Badminton-Spiele gespielt. Wieviel ich im Casino jetzt dort gespielt habe kann ich nicht genau sagen

Ja ich habe nur einmal eingezahlt und tatsächlich es mal geschafft zu gewinnen.

Liebe Grüße

Petra

Thank you for your reply, PetraZ82. Please understand that if you focused on sports betting and your winnings have been confiscated, the casino probably detected activity that led to this decisio. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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 and we will try our best to help.