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I made a withdrawal of money after winning, and the casino blocked my account, when I already had my account verified, and everything was legal, to finalize my withdrawal

Hice un retiro de dinero luego de haber ganado, y el casino me bloqueó mi cuenta, cuando yo ya tenía mi cuenta verificada, y todo legal, para concretar mi retiro

Dear matiaslugones545,

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? Lastly, could you confirm the disputed amount?

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

Dear matiaslugones545,

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.

Hello, if I had a bonus at stake, but I also had money that I had deposited to play, I don't understand why they blocked my account, I had 450 usd in dispute, which my account was blocked at the time of withdrawing, from the mail no they give me an answer, and I already tried anyway to try to get an explanation and they haven't, I always played the minigames, chicken, dino, teleport and others

Hola, si tenía un bono en juego, pero tambien tenía dinero q yo había depositado para jugar, no entiendo porque me bloquearon mi cuenta, tenía 450 usd en disputa, la cual mi cuenta fue bloqueada a la hora de retirar, desde el mail no me dan una respuesta, y ya intenté de todas formas tratar de q me den una explicación y no lo han hecho, siempre jugué a los minijuegos, pollo, dino, teleport y demás

My account verification was complete and everything in order, ready to withdraw but the same thing was blocked

Mi verificación de la cuenta estaba completa y todo en regla, listo para retirar pero me la bloquearon lo mismo

Could you please advise if your winnings were accumulated from a free bonus and how much is the disputed amount, please?

Hello, good afternoon, my earnings were accumulated from money that I deposited and, apart from that, I had also activated a free bonus that I had obtained, the money in dispute is 450 usd

Hola buenas tardes, mis ganancias se acumularon de dinero que yo deposite y aparte también había activado un bono gratis que había conseguido, el dinero en disputa es de 450 usd

Do I understand correctly that you activated a free bonus on top of your real money balance, please?

Yes, I want my money I need a quick answer

Si, quiero mi dinero necesito una respuesta rapido

It seems as if your withdrawal has been withheld due to mixed funds. Could you please forward your game history or at least cashier and bonus histories to petronela.k@casino.guru?

Dear matiaslugones545,

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.

No, unfortunately I cannot, since my account was blocked, and I cannot enter any more, apparently the casino scammed me, I have been complaining for a long time and they do not give me an answer

No lamentablemente no puedo, ya que mi cuenta fue bloqueada, y no puedo ingresar más, al parecer el casino me estafo, ya llevo mucho tiempo reclamando y no me dan una respuesta

Please understand that players are not allowed to deposit real money on top of their bonus funds. Could you please advise why you placed an additional deposit? Was it to verify your payment method and withdraw your winnings or have you continued playing with real money deposit? If there's any relevant communication between you and the casino, please forward it to petronela.k@casino.guru. Thank you in advance.

Dear matiaslugones545,

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.

I deposited money to avoid problems with the withdrawal since the casino has a reputation for scammers on the subject of withdrawal, and my account was blocked, I can't enter or do anything

Deposite dinero para no tener inconvenientes con el retiro ya que el casino tiene fama de estafadores en el tema de retiro, y mi cuenta fue bloqueada, no puedo entrar ni hacer nada

Thank you very much, matiaslugones545, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 matiaslugones545,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Mystake Casino to join the conversation and participate in the resolution of this complaint.

Dear MyStake Casino,

Can you please provide some insight into the reason for the player's account having been blocked?

Kind regards,

Adam

Hello,

As soon as the user tried to verify his second account, we noticed that it was a duplicate account and blocked it. Due to heavy traffic, we can't check all the accounts registered on our platform. But when a player tries to verify, we block it. As for now, we can't do anything regarding this case.

Best regards,

Hello MyStake Casino,

Can I ask you please to send any supporting evidence of the use of multiple accounts to my e-mail,

adam.m@casino.guru?

Kind regards

Adam

Dear matiaslugones545,

There has been no further response from the casino. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask MyStake Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Dear matiaslugones545,

The casino has provided evidence suggesting your use of more than one account, and that you have tried to verify both of them with the same documents.

Can you provide any explanation for how this may have happened? Is it possible you have registered more than one account?

Kind regards,

Adam

Dear matiaslugones545,

Please respond and address my previous questions. I will extend the timer for 7 days. Please be aware that if we do not hear from you within the specified timeframe, this complaint will be rejected.

Kind regards,

Adam

Dear matiaslugones545,

As we have not heard anything further from you, the complaint will now be rejected as previously mentioned. It can be reopened at any time.

Kind regards,

Adam