MyStake Casino - Hráčův účet byl zkontrolován.

Hello dear team,

I have had an account on MYSTAKE for 1 year and a few months.

At the end of August, I was blocked from accessing my account, so it's been about 3 months, they explain to me that the account is under investigation "Also, be informed that your account is under investigation. Please keep in mind that the investigation might take up to 6 months and as long as your account is under investigation, you will be restricted to use your account".

I never have an ACTIVE BONUS.

I have already passed the KYC verification stage, I sent everything.

I played casino and sportsbook

I have already made several withdrawals on the last retirement date at the end of August.

It's been 3 months that I have been told the same thing the account is under investigation, I specify it is not a problem of WITHDRAWAL but of blocking the account so I cannot withdraw anything.

I send you here the communication with MYSTAKE.

The best idea is to I would like one of mystake's representatives to be invited to the discussion to help us

Have a good day

Dear Nackzer,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino. Nevertheless, six months seem to be a bit excessive.

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

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much, Nackzer, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej (matej@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.  

I haven't had access to my account as mentioned previously since August 2022, so it's been 3 months, it's not a question of 14 days there..

They have been auditing my account for 3 months, each time I come to the chat to get news the same answer is given here:

As I have checked, your account is under investigation for some time. Unfortunately we don't have any update.

When im trying to understand things and what are they investigating they close the chat and they answer like that

I notified you all the necessary information, and there is no other option to be reviewed. In case you don't have any other questions, I'll close the chat. Best of luck to you!

I have sent you all communications with mystake representatives to your mail

If we can invite the representative of mystake here to have ample information, that would be the best idea otherwise we won't be able to move forward.

Have a good weekend dear Petronela

Hello Nackzer.

I am sorry to hear about your troubles.

Unfortunately, I have experience with cases similar to yours. In all similar cases, the investigation was related to sports betting, and it took almost six months till the account was reopened.

I would like to invite the casino representative into the case.

Dear casino representative, could you please confirm that the ongoing investigation is related to sports betting?

As I told you my account has been blocked for 3 MONTHS so normally the investigation process should be coming to an end, we would like the representatives to tell us that if indeed it is almost over or not.

Thanks to mystake for providing more information

Tell us more about

Hello Matej

I'd like to know if I can reopen the complaint after months if i don't find resolution with Mistake ??

Normally they explain to me the investigation is close to end. So i will wait kindly after 4 months..

Thanks

I am afraid we will not be able to help you because we are not solving complaints about sports betting.

I can recommend you this website and its complaint system:

https://www.sportsbookreview.com/forum/sportsbooks-industry/

Thank you for the answer.

Mystake informed me that i’ll have an answer to their investigation after 1 month from now

As long as i played a casino game, normally my complaint must be processed?

I think the representants of mystake will confirm herr my information about the date they give to me..

Hello Nackzer,

Your account is under investigation due to some sports bets that must also be checked by the sportsbook provider.

We are doing our best to speed up the process. You will be updated once the final decision comes out.

If the proper team doesn't find anything suspicious, you will be able to withdraw your winnings without any issues.

Please wait for news from our support team.

Best regards,

Dear Nackzer,

I am sorry, but because your account is investigating because of sports bets, we cannot help you. (out of our scope)

I would like to reject the complaint if you agree. However, if the investigation is not completed in 6 months, please reopen the complaint, and we will contact the casino again.

I'm sorry that we were unable to help you more.

Hello dear Matej,

Thank you for your response and follow up. It's very nice of you.

I understand there are cases similar to mine and generally it takes time and you prefer to close or put on hold. I accept.

We have set a date with me in more or less 2 months by email, I will come back to you regardless of the positive or negative response.

Have a great week sir.

Thank you for the confirmation. I am closing this complaint as rejected.