Mystake Casino - Refuse to pay and require uploading selfie video for second verification

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Unseriöses Casino

Mystake Casino

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€ 1826

Veröffentlicht am 25. April 2024

hi askgamblers

I registered on their website ten days ago and completed all verification steps on the website. Then I deposit 546 euros. Placed a bet on a football match. There is no doubt that I lost. Then I deposited 561 euros again and this time I won 1826 euros. I initiated a withdrawal, but they rejected my withdrawal and asked me to upload a receipt white paper and write all my information on the paper, and asked me to read the information in English in the video. I studied English in Google Translate for a long time before completing this video and sent it to the email address they provided. It has been 6 days now. Every time I inquired through their online customer service, they just asked me to wait for a reply from the relevant department. I didn’t know how long I would have to wait. I don't know if they don't want to pay me. Or there are others. Dear askgamblers please help me.

Veröffentlicht am 25. April 2024

Thanks for askingaskamblers for posting. Just now I haven’t received any reply from MYSTAKE. I will continue to wait.

Veröffentlicht am 29. April 2024

Hello @GASINPATAS,

The KYC staff has two weeks to review this document/video once you submit the relevant verification details; kindly wait for their response.

Kind regards,
Mystake

Veröffentlicht am 1. Mai 2024

Hello mystake. As mentioned in my previous complaint, before this complaint, I have consulted your online customer service at least 5 times and sent emails at least twice. No one from your staff told me that a two-week review is required. time. Just keep reminding me to wait for your emails. So I came here and filed a lawsuit. According to what you said, it will take two weeks, so it has been 12 days since I sent you the video file. So far I have not received any emails from you. I will wait here until the 15th day and hope that by then you will honor the two-week review time you said.

Veröffentlicht am 2. Mai 2024

Hello,

We will get back to you with the response very soon.

Kind regards,
Mystake

Veröffentlicht am 4. Mai 2024

hello
I received your mystake email on May 3rd, telling me that the account has been verified and can be withdrawn. Then on the same day, I initiated a withdrawal of 1826 euros. So far, the withdrawal is still pending. I will explain here once the withdrawal hits my account.

Veröffentlicht am 6. Mai 2024

They rejected my withdrawal of 1826 euros and quietly deducted 1377 euros. In the end, only 449 euros were left for me to withdraw. I asked their online customer service and they told me it was against the terms and conditions. When I asked him what terms he had violated he couldn't tell me. I think this is their revenge. Because I filed a complaint against them at asggamblers. Below are screenshots of my account balance deduction and screenshots of my conversation with online customer service for your review. Finally, please stay away from this website because they will not let you take away your winnings.

AskGamblers
Veröffentlicht am 7. Mai 2024

Dear Mystake Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

AskGamblers
Veröffentlicht am 10. Mai 2024

Dear all,

This complaint has been reopened as per Mystake Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Veröffentlicht am 10. Mai 2024

Hello Askgambler team,

We have already provided you with all the needed information, please take a look at it.

Kind regards

AskGamblers
Veröffentlicht am 14. Mai 2024

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Mystake Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Mystake Casino Beschwerden

  • 63 von 63 gelöst
  • 2 Tagen Durchschn. Antwortzeit
  • 1 Woche Durchschn. Lebensdauer
  • 3,834 USD Durchschn. Betrag

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