MyStake Casino - Igračev račun je blokiran.

I made an account at the casino and verified my mail and identity, I only had the proof of residence in which I tried to verify several times but they did not accept anything I sent, finally they blocked the verification and told me to put I contacted the support, I did it and they didn't even answer, I kept betting because I thought that if I kept earning money one day I would be able to verify the account, well today I haven't finished talking to customer service and when they finally answer my email They do not solve anything for me, they block my account and on top of that they keep the €50 that I put in, what a scam of a casino, it is shit and they have no control whatsoever, without a doubt the worst casino I have ever tried.

Me hice una cuenta en el casino y verifiqué el correo y mi identidad, solo me quedaba la prueba de residencia en la que intenté verificar varias veces pero no me aceptaban nada de lo que enviaba, finalmente me bloquearon la verificación y me dijeron que me pusiera en contacto con el soporte, lo hice y estos ni si quiera contestaban, yo seguí apostando porque pensaba que si seguía ganando dinero algún día conseguiría verificar la cuenta, pues nada hoy he terminado hablando con atención al cliente y cuando por fin me contestan al correo electrónico no me solucionan nada, me bloquean la cuenta y encima se quedan con los 50€ que metí, vaya estafa de casino es una mierda y no tienen control ninguno sin duda el peor casino que he probado nunca.

Hello jesús,

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.

Did you ever request for a withdrawal in the casino? When exactly did you begin the verification process and when did your account get blocked? Did you use any bonus during you played in the casino? How much was your balance at the time of the account closure? Did the casino specify why was your document rejected?

Looking forward to your answer.

Regards,

Nick

Hello, I did not request any withdrawal at the casino, I started doing the verification process on Friday and I only had the residency verification since I did not know how to verify it exactly, therefore I continued trying to verify it on Saturday, and after trying so hard they blocked me verification and they told me to contact support, I wrote to them by email and they did not answer, finally when they answered they told me that my account had been blocked for not being able to verify it when I can perfectly show my data to anyone and verify that it's me anyway.

I did not use any bonus, besides, I put 52 euros with which I managed to rise to 64, then I made some bets and at the time my account was blocked the bets were in process, so I had €30 but then I was confirming if I had won, and indeed some of the bets had been for profit, so I don't know exactly since those bets were in process.

I tried to verify the residence with electricity bills or rent payments but they told me that they could not accept that type of document, after trying several times in various ways they blocked the verification.

Thank you very much.

Hola, no solicite ningún retiro en el casino, comencé a hacerlo el viernes el proceso de verificación y solo me quedaba la verificación de residencia ya que no sabía cómo verificarla exactamente, por lo tanto continué intentando verificarla el sabado, y de tanto intentarlo me bloquearon la verificación y me dijeron que me pusiera en contacto con el soporte, yo les escribí por email y no contestaban, finalmente cuando contestaron me dijeron que mi cuenta había sido bloqueada por no poder verificarla cuando perfectamente puedo enseñar mis datos a quien sea y verificar que soy yo de cualquier forma.

No use ningún bono, además yo metí 52 euros con los cuales conseguí ascender a 64, después heche unas apuestas y en el momento del bloqueo de mi cuenta las apuestas estaban en proceso, así que tenía 30€ pero luego estuve confirmando si había ganado, y en efecto algunas de las apuestas habian sido con beneficio, así que no lo sé exactamente ya que estaban en proceso esas apuestas.

Intente verificar la residencia con facturas de la luz o pagos de la renta pero me decían que no podían aceptar ese tipo de documento, tras intentarlo varias veces de diversas formas ellos me bloquearon la verificación.

Muchas gracias.

Thank you jesús for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

okay thank you very much

vale muchas gracias

Hello, jesús,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite MyStake Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear MyStake Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw his funds?

Thank you in advance for providing the information.

Hello Branislav,

I will directly get to the point. The player is in the black list of our verification program. So the system didn't accept his documents. We don't want to take risks and have such a player.

Once confirmed that the person was suspicious, we let him withdraw the remaining balance (68EUR).

After that, the account was permanently blocked.

Kind regards,

Thank you, MyStake Team, for your email and explanation. Now it is clear.

Dear jesús,

The casino has the right to stop providing its services to any player and block the casino account. In this case, it was able to pay you your remaining balance from the casino account.

Can you please confirm you have already received the payment?

Yes, the payment has already been received, but I am pissed that I did nothing, in fact I managed to verify everything except the proof of residence since I sent invoices from the internet and they told me that they do not accept them, so after trying two or three Sometimes they blocked me from verifying, and don't say they don't want to have a player like me because I can teach them whatever they want to verify that it's me and I honestly think it's a casino scam, I've tried several, I've been able to verify them all and I run into these thieves who don't even know about the real problem and falsely accuse me, I find it embarrassing.

Si, el pago ya fue recibido, pero estoy cabreado por que yo no hice nada, de hecho conseguí verificarlo todo excepto la prueba de residencia ya que envié facturas de internet y me dijeron que no las admitían, por lo tanto al intentarlo dos o tres veces me bloquearon la verificación, y que no digan que no quieren tener un jugador como yo porque puedo enseñarle lo que ellos quieran para comprobar que soy yo y sinceramente pienso que es una estafa de casino, he probado varios, he podido verificarlos todos y me topo con estos ladrones que ni si quiera saben acerca del problema real y me acusan falsamente, me parece penoso.

Oh and I forgot to say that I am not satisfied, before that I had another account where they blocked me for playing the casino and verification with an initial balance of 50 euros, finally I ended up with 130 and something euros and they only returned the 50 euros initials.

Ah y se me olvidaba decir que no estoy satisfecho, antea de esa tuve otra cuenta donde me la bloquearon por jugar al casino i la verificación con un saldo inicial de 50 euros, finalmente acabé con 130 y algo euros y solo me devolvieron los 50 euros iniciales.

Thank you, jesús, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. The disputed amount will be amended to €68.

Based on the fact that the casino has the right to close a player's account anytime and stop providing its services to them, the casino acted within its Terms and Conditions when it pay you your remaining balance, and we accept its decision. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help. As for another issue that you mentioned in your last post, I recommend you submit a separate complaint regarding this problem.

Thank you, too, MyStake Casino, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru