MyStake Casino - O acesso do jogador à conta foi restringido.

Good evening: I was playing at the MyStake casino until a little while ago, around 10:30 PM (local time), and had a balance of 8,500,000 pesos. I was waiting to withdraw it when suddenly the casino app restarted, displaying a message that the host server was down. I can no longer log in, either through the app or the website. What's happening? I need to resolve this issue because my balance is there, and I can't withdraw it.

Buenas noches: he estado jugando en el casino mystake hasta hace un rato 22:30hrs ( hora local) obteniendo un balance de 8millones 500 mil pesos y ademas esperando el retiro del mismo y de la nada se reinició la app del casino obteniendo una leyenda que indica que el servidor host está caído y no puedo ingresar más ni desde la app ni de la página web.¿Qué es lo que ocurre? Quiero solucionar el problema porque está mi balance y no puedo retirar

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Dear JanembaFrAn,

Thank you very much for submitting your complaint. I’m sorry to hear about the sudden login issue and the concern regarding your balance at MyStake Casino.

To better understand the situation and determine how we can assist you, could you please provide a few additional details:

• Could you confirm the exact date of the incident?
• Were you able to take any screenshots or recordings showing your balance (8,500,000 pesos) or the error message indicating that the host server was down?
• Have you attempted to contact the casino’s customer support since the issue occurred? If yes, please let us know whether you received any response.
• Did you already submit a withdrawal request, or was the balance still available in your account at the time the app restarted?
• Have you tried logging in from another device or browser, and do you receive the same error message?

If you have any relevant communication with the casino or visual evidence (screenshots, emails, error messages), you are welcome to forward it to petronela.k@casino.guru so we can review it carefully.

Your cooperation in providing these details will help us investigate and work towards a resolution. Having clear information and supporting evidence will allow us to determine whether this is a temporary technical issue or something that requires further intervention.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear JanembaFrAn,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru