MyStake Casino - Sredstva igrača se oduzimaju bez objašnjenja.

My journey with MyStake started in February. In total I have deposited here 6000 euro.

I was using only real money - no bonuses. The casino decided to ask me for additional verification which I passed successfuly. I was asked for proof of ID, then address and finally for video verification. All successful

After that I waited 2 weeks to verify my video verification. It was successful but they decided to consifcate my funds without providing any reason.

I asked them what the reason was so they just pointed in rulebook each term possible that I could break, and they said that they have a right to not tell me which one it was.

I didn't have any multi account, used only real money and they still took in total 11512 euro from me which is noted as "system withdraw" - reduced from my account balance.

I decided to make this complain because they told me also if I withdraw funds then my account will be locked forever. And I am not willing to get my account locked after they confiscated my funds without providing any reason or proof that I broke rulebook which I am sure I didn't break!

On mail they told me its final decision and after withdrawal its game over and I am not longer able to use account. They said its terms 9/10 of the rulebook so I checked that and I am more than 100% sure I didn't break any rule of this. They describe there "Use of Player account" and "Anti-fraud Policy" and everything looks good - they refuse to answer to my questions which point of the rulebook I broke and there is no answer - they just say they reserve option not to tell me which one it is.

Dear adifij,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you received any confirmation of your verification status via email?
• Could you please forward this or any similar confirmation to my email at tomas@casino.guru?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

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

Best regards,

Tomas

Yes, I have received informations about my verification. Just the one from video verification. Rest of verification part takes place in website directly, when I was obligated to provide my ID document with ID Selfie verification live - both of them were verified positive.

It was both - sports betting and casino.

Thank you very much, adifij, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, adifij! Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem. I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hello,

According to our rules crossed IP addresses of the users are restricted. This player has crossed IP address and gameplay with another user and due to it we cut the winning amount and enabled the user to withdraw the last deposit minus 20%.

We will send you additional proof via email.

Kind regards

adifij, we have received the evidence which shows that there is indeed another account to which you have the IP connection. Can you explain it?

I do not have any other IP related account. It was my one and only account. I have no problem with you deleting the other one as it doesn't belong to me.

I am using mobile phone so sometimes I am not only using wi-fi but the network from service provider. Sometimes I use wi-fi from mcdonalds, starbucks, airport so as this bookmaker is huge and have many players maybe somebody used the same wi-fi.

Reasoning like that is completely not on point - I am not able to verify who used the same wi-fi... Seriously its non sense. As mentioned before I have also no problem with the site deleting other account which they claim that used same wi-fi. I don't have any other account.

We are waiting for the further response from the casino, therefore, I am resetting the timer.

Hello,

We have already contacted you via email and sent you further details.

Kind regards

adifij,

we have received further evidence from the casino that confirms that you have created two accounts. We consider such behavior as unfair. Therefore, I must reject your complaint.