MyStake Casino - Hráč si nemůže vybrat své výhry.

Hello, I must say that this casino is a scam, I entered $10 with my Mastercard to test, then it asked me to withdraw money from an additional account, in that case I used neteller, I tried to withdraw $70 and it won't let me, verify identity with my ID, and my email and later via email they asked me for photos of my Mastercard card, and I was never able to withdraw my money, in the end, I do not recommend using this casino it is a SCAM

Hola, debo decir que este casino es una estafa, ingrese 10$ con mi tarjeta Mastercard para probar, luego me pedía para retirar ingresar dinero de una cuenta adicional, en ese caso use neteller, intenté retirar 70$ y no me dejo, verifique identidad con mi ID, y mi correo y posteriormente via correo electrónico me pidieron fotos de mi tarjeta Mastercard, y jamás pude retirar mi dinero, al final, no recomiendo usar este casino es una ESTAFA

Dear fernandoq37,

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. Do I understand correctly that you are not able to withdraw your winnings due to incomplete verification? Have you provided all the required documents as soon as possible and in the correct format?

Have you accumulated your winnings with or without an active bonus?

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.

Best regards,

Kristina

Hello

if you provide all my verification details

no, I don't have any active bonuses

Hola

si proporcione todos mis datos de verificación

no, no tengo ninguna bonificación activa

Thank you very much for your reply, fernandoq37. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, I do not have any relevant information, nor any with kristina.s@casino.guru , what if they wrote me again via email yesterday, I am attaching the information, I am more than sure that this casino is a scam, and additionally to that I find it ironic that the casino responds to me and you still respond to me on the same day as the casino, do you work together or separately?

Hola no tengo información relevante, ni alguna con kristina.s@casino.guru, lo que si es que ayer me volvieron a escribir vía correo, adjunto la información, estoy más que seguro que este casino es una estafa, y adicional a ello encuentro irónico que el casino me responda y ustedes igual me respondan al mismo día que el casino, ustedes funcionan de manera conjunta o separada?

Please note, Casino.Guru is an independent online casino database that acts as a mediator in resolving players’ disputes. We don't have an influence on the customer support of any casino.

I see that the casino requested a bank statement from you. Have you already provided it?

Hello, yes it was already sent to the casino

Hola si ya fue enviado al casino

Have there been any developments since your last message? Has the casino approved the last document you sent?

Still no response from the casino

I assume they scammed me

I warn the community not to use this casino

May this post serve to avoid more scams

Aún sin respuesta del casino

doy por sentado que me estafaron

advierto a la comunidad no usar este casino

que este post sirva para evitar más estafas

Hello, they let me withdraw and I have the money, but they blocked my account

Hola, me dejaron retirar y tengo el dinero, pero me bloquearon la cuenta

Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Unfortunately, we do not investigate the reason behind a blocked account further as long as the casino paid out the remaining balance.

Please, let me know if there is anything else I could help you with, otherwise, I will close this complaint. Thank you for your understanding.

Dear fernandoq37,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Although the player stopped responding, the main issue - delayed withdrawal, has been sorted out, therefore we will mark this complaint as resolved.