Mystake Casino - MyStake account frozen and under investigation for 6 months

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.

Dear all,

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

Thank you for re-opening the case.
Please note that I exchanged at least 20 emails with KYC team at MyStake. Their answer is always the same: "As I check now there is no update regarding your case yet. "

I even sent them additional details to highlight the fact that such a long investigation raises suspicious given the fact that:
1. I made my deposits only with a Revolut card - they received and approved additional verification of the card.
2. Ever since I joined I placed 45 bets:
- 26 Express 12 WON, 14 lost
- 19 Singles: 11 WON, 8 Lost
3. My profile has been fully verified. I did complete verification prior to my initial deposit.

I understand that in case of complex and long-lasting activities such investigation may take up to a few weeks. In my case, however, we are talking about several days and 45 bets in total.
I can't find any explanation for withholding players' funds for a month or even more..

I look forward to hearing from MyStake representative

Hello SZYMONEZ,

Our relevant team has received the documents. Kindly ask you to wait for any kind of updates via email. We try our best to finish the process as soon as possible. Thanks for your patience.

Best regards,

I can confirm that after almost a month of waiting, MyStake asked for additional video verification.
Video has been posted and approved by MyStake KYC support agent.

However, in the response, they once again mentioned that the account is under investigation which may take up to 6 months.
I don't know what else can be verified, so I really hope that it will be settled in the coming days.

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,

As we have checked, we are waiting for the final result of video verification. Keep in mind that video verification takes some time. Please, wait for an update, you will be notified via email.

Best regards,

Hi,
It took you 30 minutes to reject my initial verification video. Yet, you need a week or more to verify the one that your KYC representative initially accepted and approved.

I'm more than patient with your investigation but really it's getting ridiculous.

I look forward to hearing from you, hopefully with some good news eventually.

Best regards,

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 understand your concerns. Our investigation into your account is now ongoing. The investigation will likely take three to six months to complete. We will send out any updates via email, so kindly be patient. Our competent team is working hard to complete the process as quickly as possible. Our customer service representatives will notify you if there are any updates to your case.


the very best