MyStake Casino - O jogador afirma que o seu pagamento foi atrasado.

The casino is accusing me of violating Articles 9 and 10 of the rules and, using these two articles as an excuse, is withholding €175 from my balance. When I request clarification on this matter, both via chat and email, they hide behind these violated Articles 9 and 10 and that once the €80 remaining balance in the account has been withdrawn, they will close the account. When I ask for clarification, they continue to provide explanations, and from my point of view, they are withholding this money fraudulently, hiding behind a rule. Given that if they want to close the account, they can close it but confiscate €175, if the pain stems from some sort of collusion or something with another account or something like that, I pointed out to them that it's sports betting and I don't understand how anyone could collude in sports betting with bets placed with the money in their account. I'm asking you to help me, because the situation is bordering on embarrassing. Thank you.

Il casinò mi contesta la violazione dell’articolo 9 e 10 del regolamento e usando come scusa questi due articoli del regolamento si trattiene 175 euro del mio saldo . Al momento della richiesta di chiarimenti in merito sia per chat che per eMail si nascondono dietro a questi articoli 9:10 violati e che una volta prelevati gli 80 € rimasti in saldo nell’account chiuderanno l’account stesso.. a mia richiesta di spiegazioni in merito continuano a darmi spiegazioni e dal mio punto di vista si trattengono questi soldi in maniera fraudolenta, nascondendosi dietro un regolamento. Premesso che se vogliono chiudere l’account lo possono chiudere ma confiscare 175 € che se un dolore derivano da un qualche cosa di sorta di collusione o roba del genere con un altro account o roba del genere.. io gli ho fatto presente che sono scommesse sportive e non capisco come uno possa colludere scommesse sportive scommesse giocate con i soldi in account. Chiedo a voi di darmi una mano, perché la situazione al limite dell’imbarazzo, grazie.

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Cleopax,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

above screenshot live chat below by email after kyc completion

sopra screenshot chat live di seguito per e-mail dopo completamento kyc

They tell me I should withdraw the €80 left in my account, and once I've withdrawn it, they'll close my account. I'm stalling because I feel scammed by this casino, and I don't think it's normal for a casino to steal money from an account while alleging violations in sports betting. I've tried everything I can to get an explanation, but they're appealing to Articles 9 and 10. I believe a casino stealing money from a player needs to be much clearer and more precise about the alleged violations and with whom.

Per loro dovrei prelevare l’80 € rimasta in account e una volta prelevata e mi chiudono l’account stesso. Io sto prendendo tempo perché mi sento truffato da questo casinò e credo che non sia normale che un casinò si appropri dei soldi in un account contestando delle violazioni su scommesse sportive, ho provato in tutti modi a farmi dare delle spiegazioni, ma si appellano a questo articolo 9 e 10 credo che sia un casino appropria dei soldi da un giocatore deve essere molto più chiaro e preciso su le violazioni contestate e con chi

Formal complaint regarding account closure and theft of funds – MyStake

Message text:

"I hereby file a formal complaint against MyStake regarding my account.

After completing the verification procedure (KYC), the casino stated that after the withdrawal of the account balance, my account will be closed citing a general violation of Articles 9 and 10 (involvement of third parties).

I firmly reject these accusations for the following reasons:

I have never shared my account or used payment methods registered to third parties.

I have never won any sports betting winnings by colluding with other accounts

The casino confiscated €175 in winnings obtained exclusively with real money (not bonus funds).

They also withheld a 20% (€20) 'administrative fee' from my original €100 deposit, without providing any objective evidence of misconduct.

The casino refuses to provide detailed explanations, hiding behind generic terms and conditions. I request a full refund of my remaining balance (the €175 winnings and the €20 unduly deducted from my deposit), as mere 'suspicion' is not a valid legal basis for confiscating personal funds without concrete evidence.

Reclamo formale per chiusura account e sottrazione fondi – MyStake

Testo del messaggio:

"Con la presente intendo sporgere un reclamo formale contro MyStake in merito al mio account .

Dopo aver completato la procedura di verifica (KYC), il casinò ha dichiarato che dopo il prelievo del saldo in account sarà chiuso il mio conto citando una generica violazione degli Articoli 9 e 10 (coinvolgimento di terze parti).

Respingo fermamente queste accuse per i seguenti motivi:

Non ho mai condiviso il mio account né utilizzato metodi di pagamento intestati a terzi.

non ho mai ottenuto vincite sulle scommesse sportive, colludendo con altri account

Il casinò ha confiscato 175€ di vincite ottenute esclusivamente con soldi reali (non fondi bonus).

È stata inoltre trattenuta una 'commissione amministrativa' del 20% (20€) sul mio deposito originale di 100€, senza fornire alcuna prova oggettiva di cattiva condotta.

Il casinò si rifiuta di fornire spiegazioni dettagliate, nascondendosi dietro clausole generiche dei Termini e Condizioni. Richiedo il rimborso integrale del mio saldo rimanente (le vincite di 175€ e i 20€ indebitamente detratti dal deposito), poiché un semplice 'sospetto' non è una base legale valida per confiscare fondi personali senza prove concrete."

Dear Cleopax,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Nothing doing, they didn't respond anymore and didn't provide any further explanations regarding the misappropriation of the money in my account. I hope you can at least defend my position.

Thank you

and good evening

Niente da fare non hanno più risposto e non hanno dato più spiegazioni in merito all’appropriarsi del denaro in account . Spero che almeno voi riusciate a difendere la mia posizione

grazie

e buonasera

Dear Cleopax, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots 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.

Karla

Good morning, the winnings were accumulated from sports bets derived from real money and not bonuses.

The verification was completed in every detail to the point of exhaustion. Once the verification was completed, they accused me of violating Article 9 and 10 by stealing my money as you said previously, without giving me any explanation.

This is the first withdrawal I should have made now in the account there are €80 left after the deduction which once withdrawn will lead to the closure of the account for this I waited and asked for your help because I feel cheated by the casino's behavior

Buongiorno, le vincite sono state accumulate da scommesse sportive derivanti da soldi e non da bonus.

La verifica è stata completata in ogni minimo dettaglio fino allo sfinimento una volta completata la verifica mi hanno accusato della violazione dell’articolo 9 e 10 sottraendomi i soldi come hai detto in precedenza, senza darmi alcuna spiegazione.

Questo è il primo prelievo di avrei dovuto fare ora in account sono rimasti 80 € dopo la decurtazione che una volta prelevati porteranno alla chiusura dell’account per questo ho aspettato e ho chiesto il vostro aiuto perché mi sento raggirato dal comportamento del casinò

Dear Cleopax,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi, romana.r@casino.guru, . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the MyStake Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear MyStake Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

To date there are no updates as the casino, once it took possession of my money, has not communicated or given any further explanations regarding the matter.

Ad oggi non ci sono aggiornamenti in quanto il casinò una volta impossessatosi dei miei soldi non ha più comunicato e né dato spiegazioni in merito

Hello,

We closed the user's account after discovering third-party involvement in the verification process. That information is supported by the photos the user submitted to the Liveness check. The information will be sent by email.

Kind regards

I believe that as a casino, you're not transparent. If you consider the photos to be a violation of your rules, you should clearly explain what you're asking so that people reading the forum understand your behavior. To verify the account of a person born in 1952 at the age of 74, you asked:

first copy of document

bill to follow

card statement to follow

following video I have to hold the cell phone with one hand and with the other a written sheet with the identity card as requested by you and also read the sheet in English which logically I don't know

to complete it I had to transfer what was written on the first sheet onto another sheet so I could read it as you requested

In all this my son had to translate your emails because they were strictly written in English with the translator

Does this seem normal to you?

aren't you ashamed?

in other casinos where I play one as complete identification the personal details, email and mobile phone upload the document if the document is ok the identification is completed maybe compare it with yours I would say "almost the same".

By requesting the card statement, you violate the privacy of people who, if they've won by chance, are forced to send it to you if they want to withdraw the amount because it certifies that the card used is the same as the one on the bank statement!!!

If you mean by violation that my son helped me out, I commend you for using this as an excuse to withhold my money.

It helped me identify myself. I don't think it's a problem since you're doing all this on purpose. Furthermore, if I won with sports betting, how would I have defrauded you? You use your rules as if you were in a regime. If you think this is a valid reason to close an account, that's up to you, and I've already told you this before, but taking the money from an account hiding behind this excuse seems rather ridiculous to me. Furthermore, why didn't you ever give me explanations of this kind when I asked? You refused and treated me like a thief.

Withholding money using a flimsy excuse and hiding behind an article 9 and 10 is for me synonymous with non-transparency and explain to me how a person of my age without one hand manages to do what you asked for on his own.

I play with my husband for fun, not as if it were work or torture.

secondly, you left me 80 euros in the account and, as per the chat, you stated that the account will be closed once this amount has been withdrawn from me, which I have not withdrawn up to now.

Before doing so, I want Casino Guru to analyze the situation and express his opinion on the matter, and for the people who read it to get a clear idea of ​​your casino.

I also reiterate that of the remaining money and the money you have taken possession of, there is not a cent of the amount deriving from bonuses.

I also reiterate that nothing was obtained from your bonuses in my favor and I don't even remember having used them.

to close down a transparent casino called into question would publish in this public domain chat the documentation attesting to the collusion that would have led to fraudulent profits at the expense of your casino

Io credo che come casinò non siete trasparenti se intendete le foto come violazione del vostro regolamento e’ bene spiegate bene cosa mi avete chiesto in maniera tale che le persone che leggano il forum capiscano il vostro comportamento. Per verificare l’account a una persona nata nel 1952 all’età di 74 anni avete chiesto :

prima copia documento

a seguire bolletta

a seguire estratto conto carta

a seguire video che con una mano devo tenere il cellulare e con l’altra un foglio scritto con insieme la carta di identità come richiesto da voi e in più leggere il foglio in lingua inglese che logicamente non so

per completare ho dovuto riportare su un altro foglio quello scritto nel primo foglio per poterlo leggere come da voi richiesto

In tutto questo mio figlio a dovuto tradurre le vostre e-mail perché rigorosamente scritte in lingua inglese con il traduttore

vi sembra normale ??

non vi vergognate ??

in altri casino dove gioco una come identificazione completa l’anagrafica , e-mail e cellulare carica il documento se il documento è ok l’identificazione è conclusa magari raffrontatela con la vostra direi " quasi uguale ".

richiedendo l’estratto conto della carta violate la privacy delle persone che se per culo hanno vinto sono costrette se vogliono prelevare l’importo a mandarvelo perché attesta che la carta utilizzata sarebbe la stessa dell’estratto conto !!!

se intendete per violazione il fatto che mio figlio mi abbia dato una mano vi faccio i complimenti per utilizzare tutto questo come scusa per trattenere i miei soldi .

mi ha aiutato nell’identificazione credo non sia un problema visto che tutto questo lo fate di proposito. Inoltre se ho vinto con le scommesse sportive in che modo vi avrei truffato ? Usate il vostro regolamento come se si fosse in un regime . Se ritenete che questo sia un motivo valido per chiudere un account fate voi e questo ve lo già detto in precedenza ma impossessarsi dei soldi di un account nascondendosi dietro a questa scusa mi pare alquanto ridicolo . Inoltre perché su mia richiesta non avete mai dato spiegazioni di questo tipo ?? Vi siete rifiutati e mi avete trattato come una ladra

Trattenere i soldi utilizzando una futile scusa e nascondersi dietro un articolo 9 e 10 per me è sinonimo di non trasparenza e spiegatemi come una persona della mia età senza una mano riesce da sola a fare ciò che avete richiesto .

Io gioco con mio marito per svago no come se fosse un lavoro o una tortura .

in secondo luogo in account mi avete lasciato 80 euro e come da chat avete fatto presente che l’account verrà chiuso una volta prelevato dalla sottoscritta tale importo che ad ora non ho prelevato

prima di farlo voglio che casino guru analizzi la situazione ed esprima il suo parere in merito e che la gente che leggerà si faccia un idea precisa del vostro casinò

ribadisco inoltre che dei soldi rimasti e dei soldi di cui vi siete impossessati non c’è un centesimo di importo derivante da bonus

inoltre ribadisco che dai vostri bonus nulla è stato ricavato in mio favore e a memoria non ricordo neanche di averne fatto uso .

per chiudere un casinò trasparente chiamato in causa pubblicherebbe in questa chat di dominio pubblico la documentazione che attesta la collusione che avrebbe portato a guadagni truffaldini a scapito del vostro casinò

Dear MyStake Casino,

Please reply to my email.

Thank you.

Respectfully,

Romi

Hello,

We already sent an email.

Regards

Thank you for your email, MyStake Casino.

Dear user,

Please inform us about the updates whenever possible.

Thank you.

Respectfully,

Romi