Mystake Casino - Withdrawal delay for no reason

Dear @mark2345,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

The total withdrawal amount is 292 euro. Mystake rejected my withdrawal once again and told that something is under investigation without any explanation. I played for 5 months and I got email about only when I request my withdrawal. I verified account already.

The manager of chat, is not providing the terms to see if they have the right to hold my withdrawal at all for 6 months.
They are not giving me the proper answers, just closing the chats.

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,

We are currently investigating this matter and will get back to you as soon as possible.

Kind regards

Hello,

I requested withdrawal on Sunday, so it's already 5 days of investigation of my account.
The first request from Mystake was to verify identity, I have already did it.
Then I was requested to verify my address, what I have done also. Mystake has told me that in 24-48 hours they will make a decision, so until tomorrow noon, as I have sent document yesterday.

Hello,

We completed an investigation into the player's account and determined that the user was from Georgia, which is included in our restricted countries list after the verification procedure was completed.

The account was under investigation because the user registered as a resident of Argentina. His actual residence country is Georgia, as confirmed by the ID verification process. After that, we requested proof of address verification, and it was verified that he was also playing from Georgia.

Winnings have been deducted, and the user is permitted to withdraw 20% of their latest deposit.

Kind regards,
Mystake team

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.

Hello, I was registered with Georgian IP, and I was allowed to play for 5 months on your site.
There was no communication from your side that I was not able to play until I had winnings and requested withdrawal.
So why do I have permission to register on your site from Georgia, if you have restrictions towards the players from country ?
My Georgian citizenship became problem for you, when I won and requested the withdrawal.
That's not legal to give me ability of playing for 5 months on your site and then tell me that I can't withdraw my won amount.
Also I checked your last version of the terms from March, when I started to play with you and there was not Georgia in the list of restricted countries, most likely you added it after this case.
Here is the screen from 28th of March of your terms.

Hello,

We added that restriction at the beginning of September.

Dear Askgambler team, we have sent further information via email.

Kind regards