Mystake Casino - Suspended account after a big win

Dear Mystake Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hello DRAVES11,

We are sorry for your negative experience with Mystake. As we have checked, you were asked to send video for video verification. Kindly check your email and follow the instructions, our team has sent. When we get proper video, we will try to finish the investigation as soon as possible.

Best regards,

Hi Mystake

Could you please be more specific regarding your verification video request? I didn't get any email from Mystake asking me for a video verification. Screenshots with every single email from you attached.

All documentation you were asked me for has been verified by Mystake KYC team. Screenshot attached.

But if you still need any documentation or video for verification from me I am willing to cooperate to get this done.

Hello,

We understand your concern. Your account is being looked into, according to our investigation. The investigation will take some time, possibly three to six months. Please be patient as we send out any updates via email. To finish the procedure as quickly as possible, our competent team is giving it their all. When there are any updates about your case, our support staff will let you know.


best wishes

Hello

I have sent a requested video MYSTAKE was asking for. They have replied they received it. They apologized me for any problems and start to commumicate with me by email. I am still not happy for what they are doing with my account and I have no idea where it goes to.

Hello,

The user is the sports player. He made some suspicious bets that require investigation. 

Our relevant team needs to check everything with sports betting provider which will take some time. We are doing our best to complete the process as soon as possible. The player will not be able to withdraw winnings until the investigation ends. 


Best regards,

Hi Mystake

What bets do you classifiy as a suspicious?

You have suspended my account after one big winner. And it was 7 fold accumulator. You cant do that after every big acca winner because you will end up with NO CUSTOMERS! Unless you are focused only on those one who's loosing. Then its understandable... But not fair same time for us - for your customers.

Hello,

We kindly ask you to wait for the final result of the investigation. Our proper team is really trying to finish the investigation as soon as possible. Please be informed that you recent balance will not be touched and will be the same, till the end of the investigation. Thanks for your patience.

Best regards,

Hi Mystake

Could you provide me more information about my recent balance? I can't log in to my account and can't check it.

Hello DRAVES11,

It will be better not to show private information here. Kindly contact us via livechat or email: [email protected] and our proper team will provide you with this information.

Best regards,