MyStake Casino - Hráčův účet byl zablokován.

my account has been blocked without a valid reason I can no longer log in and withdraw the previous amount I won.

i sent several emails to my stake support but i was just told to wait patiently i think i have waited long enough how do i get the money back?

il mio accaunt e stato bloccato senza una valida ragione non posso più accedere e prelevare l'importo da me precedente vinto.

ho mandato svariate email all'assistenza di my stake ma mi è stato solo detto di aspettare pazientemente credo di aver già aspettato abbastanza come faccio a riprendere i soldi?

Dear francescocaruso20000,

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? Have you received any successful withdrawals from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)?

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

thank you very much for having replied, I registered on my stake and made a deposit of 20 euros but I had not checked the account, when I was about to withdraw he asked me for verification I sent documents and everything necessary but then after a couple of attempts the documents that before he gave correct gave them wrong until I could not send anything more.

I had sent several emails to understand what had happened but they replied wait patiently until they told me they did not want to do business with me and blocked the account

grazie mille di aver risposto, io mi sono registrato su my stake e ho effettuato un deposito di 20 euro però non avevo fatto la verifica dell'accaunt, quando stavo per prelevare mi chiedeva la verifica ho mandato documenti e tutto il necessario pero poi dopo un paio di tentativi i documenti che prima di dava corretti li dava errati fino a che non ho potuto mandare più nulla.

avevo mandato svariate email per capire cosa fosse successo ma rispondevano attendi con pazienza fino a che mi hanno detto che non volevano fare affari con me e hanno bloccato l'accaunt

Could you please advise which games you’ve been playing (live games, slots, or multiplayer)? Thank you very much in advance.

yes I played the game of chickens and Dino the game of dinosaurs

si ho giocato al gioco dei polli e a Dino il gioco dei dinosauri

Thank you very much, francescocaruso20000, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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.  

Hello francescocaruso20000,

I will assist you with the complaint from now on. I would like to ask the representatives of MyStake Casino to join the discussion in order to help us resolve the issue.

MyStake Casino,

Could you explain what led you to block francescocaruso20000's account and not allow him to withdraw his balance?

I was about to withdraw my winnings by bank transfer but I had to verify the account when I go to verify it at the beginning he gave me the photos of the right documents then after two or three attempts he gave them to me wrong until my account was blocked

stavo per prelevare la mia vincita attraverso bonifico bancario però bisognava verificare l'account quando vado per verificarlo all'inizio mi dava le foto dei documenti giusti poi dopo due tre tentativi me li dava errati fini a quando mi hanno bloccato l'account

Hello Tomas,

The user attempted the verification, but he failed the ‘’liveness check’’ while taking a selfie in real life. The program identified that the person processing the verification was forced and instructed, so the account went automatically into the blacklist. Please check the email. We sent the evidence to you regarding that.

"In case during the verification process some suspicions arise related to the identity of the user, such as but not limited to the occurrence of more than one person in the respective photos, etc., the company may at its sole discretion terminate the account due to suspicion of fraud."

The account has been blocked since we confirmed that he was forced to complete verification.

Kind regards,

Mystake team

Thank you very much but in this case the account has already been blocked I do not know how to re-verify since I have not been forced

Grazie mille però in questo caso l'account è già stato bloccato non so come rieffettuare la verifica dato che non sono stato forzato

Hello Mystake team,

based on what information did you confirm your suspicions? How likely is it your suspicions are unfounded, and what can francescocaruso20000 do to pass the verification and withdraw?

Tomas, we already sent you an email with the evidence that shows how we confirmed that the person was instructed. Check it please.

Hello francescocaruso20000,

The casino representative told me in our conversation they asked you to proceed with further verification.

Although they didn't specify what kind that is, I hope the following tips might help you complete it without issues.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

Do not edit the image in any way.

The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing.

Please let us know about the result of the verification or about any issues you might have with it.

hi thank you so much for your help

where can I send these images?

ciao grazie mille per il vostro aiuto

dove posso inviare queste immagini?

Hello francescocaruso20000,

You should have received the email. Please follow the requirements of our relevant team. For now, you just need to provide proof of credit/debit card you have used.

After that, we will inform you of the next steps.

Kind regards,

Mystake team

Hello all,

Thanks for the clarification to the Mystake team.

francescocaruso20000,

Make sure to comply with the casino requests as best as you can. If you have any issues with the process please share them here. Keep us updated. Much appreciated!

hi I just sent the photo with the card and the numbers covered I hope it goes well

salve ho appena inviato la foto con la carta e i numeri coperti spero vada bene

Hello francescocaruso20000,

Could you share any news about the situation? Were you able to verify, or are you experiencing any other issues with the verification in the casino? Please let us know.

hello I still haven't received an answer when they answer me I'll let you know

ciao ancora non ho ricevuto risposta quando mi risponderanno Ve lo farò sapere

Hello francescocaruso20000,

You have only provided the front side of the card. It's not enough to complete the verification process.

You need to follow the instructions of our support team. Provide them with the backside photo as well. Full name and card expiry date shall be seen on the photos.

Kind regards,

hi I have provided back and forth of the card are fine?

salve ho fornito avanti e dietro della carta vanno bene ?

Hello francescocaruso20000

The card doesn't have the cardholder's name written on it, according to the KYC team's inspection.

Therefore please send additional document as they instructed you. You should provide the card statement in PDF. There must me your full name, expiry date and card number written on it. If you can't take it from your banking system on your own, please contact your bank.

Best regards,

Hello all,

Is there any news about the verification process francescocaruso20000? Were you able to submit everything to the casino as requested? Please let us know. Much appreciated!

Dear francescocaruso20000,

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

I sent the photo of the front and back card but I cannot send the statement as it is a prepaid and I do not understand what more you want I just wanted to continue playing which was not made possible for me as I should do and already passed a month

io ho inviato la foto della carta fronte e retro ma non posso inviare l'estratto conto dato che è una prepagata e non capisco cosa volete di più io volevo soltanto continuare a giocare cosa che non mi è stata resa possibile come dovrei fare e già passato un mese

Hello francescocaruso20000,

thanks for the update. Could you explain what documents are you having trouble with? what documents were requested from you?

I was asked for the photo of the card with the expiry date clearly visible I cannot send the account statement as it is a prepaid

mi è stato chiesto la foto della carta con data di scadenza ben visibile l'estratto conto non lo posso mandare dato che e una prepagata

francescocaruso20000,

Is there a way for you to check the transactions you made with the card? An app or a bank website where transactions are recorded and are able to be displayed?

Dear francescocaruso20000,

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

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions. The player can reopen this complaint anytime.