MyStake Casino - Дейността на играча е спряна.

Hello, I hope you can help me, it turns out that I have a mystake account, first of all I sent several documents for verification and they do not accept it, being correct, I had to send a Gmail so that they verify it, so far everything is fine ... waiting for them to verify me the account... in the meantime I decided to make a deposit while they check... I did it, all perfect, I'm playing slots at the casino and suddenly I get an error that goes on and on that I can't play slots slot machines, spoke with the support that by the way a woman attended me who is not the best attention... And she tells me that my account is restricted without me having broken any casino rule I ask her to explain the reason and she refuses to explain and he threatened me that if I kept insisting on the subject he would block me from the support chat (I have capture and evidence), I sent several Gmails to the casino's email and they do not answer it's incredible I feel cheated the fact is that I have my money in the casino and I can't I do nothing or withdraw or play or do anything without any response so far, I hope you please help me this casino I think it wants to scam my money I hope you can help me thanks in advance (I have a screenshot as proof of my deposit, from the chat of the casino and others just in case) greetings

Hola, espero que podáis ayudarme, resulta que tengo cuenta en mystake en primer lugar envié varios documentos para la verificación y no lo aceptan estando correcto,he tenido que enviar un Gmail para que lo verifiquen hasta ahí todo bien...esperando que me verifiquen la cuenta... mientras tanto decidí hacer un depósito mientras verifican... lo realice,todo perfecto,estoy jugando en el casino a las tragaperras y de repente me sale un error que sigue una y otra vez de que no puedo jugar a las tragaperras, habló con el soporte que por cierto me atendió una mujer que no es la mejor atención... Y me dice que mi cuenta está restringida sin yo aver incumplido ningúna norma del casino le pido que me explique el motivo y se niega a explicar y me amenazó que si seguía insistiendo referente al tema me bloquearía del chat del soporte (tengo captura y pruebas),le envié varios Gmail al correo del casino y no contestan es increíble me siento estafada el caso es que tengo mi dinero en el casino y no puedo hacer nada ni retirar ni jugar ni hacer nada sin ningúna respuesta hasta ahora, espero que por favor me ayuden este casino creo que quiere estafarme mi dinero espero respuesta y que podáis ayudarme gracias por adelantado (tengo captura como prueba de mi depósito,del chat del casino y demás por si acaso)saludos

Dear Melodia93,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Good, you see the exact time I couldn't tell you but it took a short time, the verification in principle everything is verified except the address, but now I change and only the gmail is verified I already sent all the documentation of my identity and home receipts, games I always play to a slot machine, and my winnings were combined with the welcome bonus, which by the way I have 1 month to complete and since I have it restricted, well let's see what happens why I can't bet enough to complete the bonus, let's see if you can help me by Please, thank you for answering, I hope answer and solution

Buenas, veras el tiempo exacto no sabría decirte pero poco tiempo llevo, la verificación en principio todo estáva verificado menos la dirección, pero ahora cambio y solo está verificado el gmail ya envié toda la documentación de mi identidad y de comprobantes domiciliario, juegos siempre juego a máquina tragamonedas, y mis ganancias pues si se acomularon con el bono de bienvenida que por cierto tengo 1 mes para completar y como la tengo restringida pues aver qué pasa por qué no puedo apostar como para completar el bono, aver si me podéis ayudar por favor, gracias por contestar, espero respuesta y solución

It is incredible the worst Casino of all now I get into my account and I have €240 and I had €822 which I was supposed to be scammed as I said, they do not even let me my last deposit of €300 that I made incredible and unfortunately I do not recommend this Casino I hope that help me thanks

Es increíble el peor Casino de todos ahora me meto en mi cuenta y tengo 240€ y tenía 822€ lo que me suponía estafada como dije, no me dejan ni mi último depósito de 300€ que realice increíble y lamentablemente no aconsejo este Casino esperó que me ayudeis gracias

Is there any relevant communication between you and the casino that could shed some light on this case, please? If yes, forward it at your earliest convenience to petronela.k@casino.guru. Thank you.

Hello, well, you'll see the communication is null and fair... I'll summarize a little what happened I had €822 they restricted all kinds of games, I made a deposit of €300 with a welcome bonus when the account was restricted they took all my balance and they left me €240 a total scam I communicated with it and they told me to withdraw my balance that they are going to block my account without any explanation I withdraw it but what I think is that it is a total CASINO SCAM because I did not break any rule and also I had already bet a lot on the fact of releasing the bonus and they took away my balance and left me €240, not even my €300 that I deposited, I hope many people see this because the casino is a huge SCAM, and I hope they are enough people like to tell me why my account was blocked and why they took my money, I hope that with your help they give some solution and explanation, thanks and I wait for an answer

Hola, pues verás la comunicación es nula lo justo.... Resumo un poco lo ocurrido tenía 822€ me restringieron todo tipo de juego, yo realice un depósito de 300€ con bono de bienvenida al restringirme la cuenta me quitaron todo mi balance y me dejaron 240€ una estafa total me comunico con ello y me dicen que retirara mi balance que me la van a bloquear la cuenta sin explicación ninguna lo retire pero lo que pienso esque es una ESTAFA de CASINO total por qué no incumpli ninguna norma y además tenía ya mucho apostado por el echo de liberar el bono y me quitaron mi balance y me dejaron 240€ ni mis 300 que deposite me dejaron espero que esto lo vea mucha gente por qué el casino es una ESTAFA grandísima, y espero que sean lo suficientemente personas como para indicarme por qué me bloqueó mi cuenta y por qué me quitaron dinero, espero que con vuestra ayuda den alguna solución y explcacion, gracias y espero respuesta

Dear Melodia93,

Is there any relevant communication between you and the casino that could shed some light on this case, please? 

Hello, as I said, there is no communication, they refuse to tell me anything, I have sent them many emails and they do not give me a response of any kind, the hope I have is that casino guru can help me and solve this problem and that this is visible problem and that people see what this type of casino is like, scammers and others..., thanks and I wait for an answer

Hola, como le dije no hay comunicación se niegan a decirme nada, le enviado muchos correos y no me dicen una respuesta de ninguna clase, la esperanza que tengo es que casino gurú pueda ayudarme y dar solución en y a este problema y que sea visible este problema y que las personas vean cómo es este tipo de casino estafadores y demás...., gracias y espero respuesta

It is that what they did with me is not normal unless they left me my deposit of €300,... And I keep saying that I did not break any rules so that they would block my account and steal my money and without giving any explanations. .. now the only thing missing is that he invented something to deal with the blocking of my account and he stole my money as is normal in this type of scamming casino

Es que lo que hicieron conmigo no es normal que menos que me dejaran mi depósito de 300€,... Y sigo diciendo que no incumpli ninguna norma para que me bloquearán mi cuenta y me robarán mi dinero y sin dar explicaciones de ningún tipo... ahora solo falta que se inventé alguna cosa para hacer frente al bloqueo de mi cuenta y robó de mi dinero como es normal en este tipo de casino estafador

Thank you very much, Melodia93, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you very much petronela for your help, I hope your partner can help me and give a solution to my problem, I await your response

Muchas gracias petronela por su ayuda, espero que su compañero pueda ayudarme y dar una solución a mi problema espero respuesta

Hello, Melodia93,

From now on, I will assist you with your issue.

Before I invite the casino to this thread, I would like to clarify the disputed amount.

Currently, it is set to €822, but you claimed the casino had let you withdraw €240.

Did you already request a withdrawal? Were €240 successfully paid out?

If you had €822 in your balance and the casino left €240 in your account, is it please correct that the disputed amount is €582, and not €822?

Hello, first of all, thank the casino guru team for helping, you see, I will tell you, I deposited €300, I added the 170% welcome bonus, which would be €810 with the bonus, I was playing to unlock the bonus requirement and so on. there was €822 left and all of a sudden I didn't get into any slot games or live games, I spoke with support and they told me that my account was suspended for no reason, then they sent me a Gmail in which they told me that their account will be blocked for breaking the rules..... (I never broke any rules) that I could withdraw €240, which was what they left me and I would be blocked without giving any explanation, I successfully withdrew €240 and the amount in dispute is €582 for the reason that I had part of the bonus unlocked and they can't block my account for no reason and leave me €240...they are the ones who breached what the casino offers to users, so what I can't explain is why? why did they take my balance if I didn't breach and no rule? And why didn't they let me withdraw my deposit which is €300 not €240? Why didn't they let me finish my bonus like any other user...? I feel cheated and despised for no reason I need an explanation and to show where I broke any rule... I await an answer and that the casino gives some explanation thanks

Hola, ante todo darles las gracias al equipo del casino gurú por ayudar,veras le cuento yo depósite 300€ añadí el bono de bienvenida del 170% que serían 810€ con el bono, estuve jugando para desbloquear el requisito del bono y demás osea me quedaban 822€ y de buenas a primeras no me entraban en ningún juego slots ni juegos en vivo, hablé con el soporte y me dijeron que mi cuenta estaba suspendida sin ningún motivo, despues me enviaron un Gmail en el cual me decía que su cuenta será bloqueada por incumplir las normas..... (nunca incumpli ninguna norma) que podría retirar 240€ que fue lo que me dejaron y sería bloqueada sin dar ninguna explicación, retiré 240€ con éxito y la cantidad en disputa pues si son 582€ por el motivo de que yo tenía parte del bono desbloqueado y ellos no pueden bloquear mi cuenta sin ningún motivo y dejarme 240€...ellos son los que incumplieron lo que ofrece el casino para los usuarios entonces lo que no me explico es ¿por qué me quitaron mi balance si no incumpli ninguna norma? y ¿por qué no me dejaron retirar mi depósito que son 300€ no 240? ¿por qué no me dejaron termina mi bono como cualquier usuario más.... ? Me siento estafada y despreciada sin ningún motivo necesito una explicación y que demuestren donde yo incumpli alguna norma... Espero respuesta y que el casino de alguna explicación gracias

Alright, thank you for the explanation. The disputed amount will be updated to the mentioned €582.

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 provide us with an explanation of the player's situation in more detail? Why were the disputed funds/winnings confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello MELODIA93,

As we have checked you had two accounts and you were trying to get the bonus from both accounts. The Company reserves the right to close Your Account and due to our company's decision your account was closed.

Best regards,

Hello, 2 accounts excuse me I only have one account if you have proof that I have another account it shows both accounts, now you have time to create an account Ami name in mystake scam is what I see here I.....

Hola, 2 cuentas escusa yo solo tengo una cuenta si tienes pruebas de que tengo otra cuenta muestra las dos cuentas, ahora tienes tiempo para crearte una cuenta Ami nombre en mystake estafa es lo que veo aquí yo.....

Thank you both for your replies and provided information.

Dear MyStake Casino Team,

Is the casino please able to provide me with the necessary data/evidence to support its claims and decision?

Hello Branislav,

We will explain everything and provide you with the relevant proof by email in private.

JUANLU89 registered on Mystake on September 23, 2022, deposited 283 EUR by crypto and activated the welcome bonus.

After about an hour, MELODIA93 signed up from the same location, deposited 300 euros with the same payment method, and activated the same welcome bonus. Meanwhile, the user attempted identity verification. She was forced to do that, which you will see from the proof we will send you.

According to our T&C, "Creating multiple player accounts by a single player can lead to the termination of all such accounts." Any returns, winnings or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us "

Best regards,

Juanlu?? Come on, this is incredible, they don't even know what excuse to invent... I hope the casino guru verifies the evidence why I don't see normal why another person will register from the same location you accuse me of being me... Me I am Melody, not Juanlu, and I hope that the casino guru verifies it well because it is amazing that they rob me in this way and accuse me of being someone else... I hope this goes far and other users can see the type of scam that the mystake casino is made to know where to play comfortably without toxic people like those of mystake....

Juanlu?? Vamos esto es increíble ya no saben ni que escusa inventar.... Espero que el casino gurú verifique las pruebas por qué no veo normal que por qué otra persona se registrará desde la misma ubicación me acuses de que soy yo.... Yo soy melodía no Juanlu y espero que se verifique bien por parte del casino gurú por qué esto es flipante que me roben de esta manera y me acuses de que soy otra persona..... Espero que llegue esto lejos y puedan ver otros usuarios el tipo de estafa que está echo el casino mystake para asin saber dónde jugar cómodamente sin personas tóxicas como los de mystake....

Sorry I forgot, I am willing to provide the necessary documentation to the casino guru so that he can verify that I am melody and not another person as mystake mentioned

Perdón se me olvidó, estoy dispuesta a proporcionar la documentación necesaria al casino gurú para que pueda comprobar de que soy melodía y no otra persona como mencionó mystake

Dear player,

I was provided with sufficient evidence supporting the casino's decision. After gathering all the necessary information we are closing this complaint as unjustified due to breaching the casino's terms and conditions. Apart from using multiple accounts, you breached the casino's bonus terms and conditions and used a welcome bonus more than once, while it is allowed to use 1 bonus per player. Moreover, it is more than obvious that the person in the provided photos did not aware of what is going on, or even she was not fully conscious (or worse). An attempt for verification was made without her knowledge. It is an industry-standard that a player is not allowed to let 3rd party use their account. In these circumstances, you are not entitled to any funds on this account. The casino acted correctly and within its terms and conditions, and we accept it.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, MyStake Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru