MyStake Casino - A retirada do jogador é adiada e os ganhos são confiscados.

Hello, I played on my stake casino account.

I must say that I was already registered and had self-excluded from all games.

But anyway, despite everything, I managed to sign up and create another account and another one, depositing without any problems.

Yesterday I finally managed to win and so I wanted to withdraw since I reached a nice amount.

I do the check and so far so good.

After when it came time to withdraw boom the money was delayed by adim.

I go to ask for information and they tell me that I violated the terms of the game and that I could only withdraw €40

This month alone I had deposited more than €200 and the past few months must have been even more considering all the other accounts created.

I hope to solve this problem and that the winnings will be given to me or at least as much as I have deposited in this time.

Username Stefan******

Email dhin**** p@gmail.com

I hope you can help me at least to recover the money I deposited or the money I won.

Buongiorno, ho giocato a sul conto my stake casino.

Devo dire che ero già iscritto e avevo effettuato l'autoesclusione a tutti i giochi.

Ma vabbè nonostante tutto sono riuscito a iscrivermi e creare un altro account e un altro ancora depositando senza nessun problema.

Ieri finalmente sono riuscito a vincere e quindi ho voluto prelevare dato che sono arrivato ad una bella somma.

Faccio la verifica e fin lì tutto bene.

Dopo quando è arrivato il momento del prelievo boom i soldi sono stati ritardati dal adim.

Vado per chiedere informazioni e mi dicono che ho violato i termini del gioco e che poteva prelevare solo 40€

Solo in questo mese avevo depositato più di 200€ e gli scorsi mesi saranno stati anche di più considerando anche tutti gli altri account creati.

Spero di risolvere questo problema e che la vincita mi sia data o per lo meno quanto io abbia depositato in questo tempo.

Nome utente Stefan******

Email dhin****p@gmail.com

Spero riusciate ad aiutarmi per lo meno a recuperare i soldi depositi oppure i soldi vinti.

Hello dhinfinityshop,

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 is your account fully verified? When did you exclude your self from the casino? How many accounts do you have in total? When was the last time you spoke to the casino and what was it about?

Please note that creating multiple accounts is strictly forbidden and unless you've been really excluded, the casino can close any of your account and confiscate any balance you have.

Looking forward to your answer.

Regards,

Nick

Good morning, I excluded myself from online casinos in October 2023 after having actually played an entire salary in the my stake casino.

I opened 2 other accounts, one of which was never verified, while in this last one yesterday to withdraw I had to do the verification which was never requested for the deposit.

I understand that it is a violation, but in reality I was not protected because having done the self-exclusion in all online slot games I should never have deposited.

But to deposit without any problem for a win that I made and that I want to withdraw they tell me that I violated the terms?

Anyway today I sent emails to the casino officials obviously saying things that make no sense.

Buongiorno io mi sono autoescluso dai casino online a ottobre 2023 dopo avere per l'appunto giocato un intero stipendio nel casino di my stake.

Ho aperto altri 2 conti di cui uno mai fatto la verifica, mentre in questo ultimo ieri per prelevare ho dovuto fare la verifica la quale non è stata mai chiesta per il deposito.

Io capisco che è una violazione, ma in realtà non sono stato tutelato perché appunto avendo fatto l'autoesclusione in tutti i giochi di slot online non avrei mai dovuto depositare.

Però per depositare senza nessun problema per una vincita che ho fatto e che voglio prelevare mi dicono che ho violato i termini ?

Comunque oggi ho mandato email ai responsabili del casinò ovviamente dicendo cose che non hanno alcun senso.

Hello dhinfinityshop,

Would it be possible to forward the initial self-exclusion request to nikolas.b@casino.guru so we can be assured that you really did exclude yourself?

Dear dhinfinityshop,

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.