MyStake Casino - Spillerens konto blev blokeret.

Hello, the casino blocked my account with my funds inside the account, they did not let me withdraw and they blocked my account and they did not even tell me why they blocked my account, they only told me that they could not give me that information, they told me to wait 6 months, I did it, a year has passed, and they still don't give me solutions. They only tell me that I will never be able to access my account again and that they can't tell me the reason.

Hola el casino bloqueo mi cuenta con mis fondos adentro de la cuenta, no me dejaron retirar y me bloquearon la cuenta y ni siquiera me dijeron por que me bloquearon la cuenta, solo me dijeron que no me podian dar esa informacion, me dijeron que esperara 6meses, lo hice, ya paso un año, y todavia no me dan soluciones.Solo me ducen que nunca mas podre acceder a mi cuenta y que no me pueden decir el motivo.

Hello benitezwillian653,

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.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, yes my account was fully verified, I accumulated my winnings with real money, I talked to the casino about 1 month ago, because they had told me 1 year ago that they would start an investigation of 6 months, so I contacted them again but they only told me never again I could access my account, they didn't even tell me why, I just will never be able to access my account again.

Hola, si mi cuenta estaba completamente verificada,acumule mis ganancias con dinero real,hable con el casino aproximadamente hace 1mes, por que me habian dicho hace 1año que iniciarian una investigacion de 6meses, pues los volvi a contactar pero solo me dijeron que nunca mas podria ingresar a mi cuenta, ni siquiera me dijeron por que, solo simplemente nunca mas podre ingresar a mi cuenta.

Hello benitezwillian653,

Could you please advise if you did play casino games or sports betting?

I only played casino games

Solo juge juegos de casino

Hello benitezwillian653 and thank you for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello benitezwillian653,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino,

Can you please provide information regarding the player's blocked account? What are the reasons for the blockage? If this information can't be shared publicly, please forward them to me at michal.k@casino.guru

Hello,

We are investigating that issue and get back to that complaint very soon.

Kind regards,

Mystake

The user had a connection with several users, they all are from the same country, playing sportsbook, using the same IP addresses, user agents, devices and browsers. We will provide you with evidence via email.

Best regards,

Thank you for the information and evidence, MyStake Casino team,

Dear benitezwillian653,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. There is sufficient evidence of multiple accounts linked with personal information, IPs, user agents, devices, and browsers. Under these circumstances, I will not be able to help you with this and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way.

Taking this fact into account, we agree with the casino's actions, as it just adhered to its terms and conditions.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal