Account closed due to an investigation since November

Hola. Hago este reclamo porque todavía no recibí un retiro de $51.000 ARS.
El retiro lo solicité el 19, al día siguiente figuró como completado, pero hasta hoy 25 el dinero no fue acreditado.
Ya reclamé por mail y solo me dijeron que me derivaban a soporte especializado, pero no tuve más respuestas.
Necesito una solución o una explicación concreta sobre mi retiro.

Hola,

Tengo un problema muy grave con MyStake Casino con respecto a mi retiro.
• El saldo de mi cuenta era de 160 €.
• Solicité un retiro a través de Binance Pay.
• El sistema muestra que parte del retiro se completó, dejando 52 € en mi cuenta.
• Sin embargo, no han llegado fondos a mi cuenta de Binance.
• En mi historial de retiros, todas mis solicitudes muestran Binance Pay como método de pago, pero la transacción completada no muestra ningún método de pago, lo que sugiere claramente que el retiro nunca se procesó.

Además, durante el proceso KYC me pidieron documentos extremadamente sensibles, incluyendo fotos de mis tarjetas de crédito e incluso un video mío con mi pasaporte. Cumplí, pero a pesar de esto, mi retiro aún no se ha procesado correctamente.

Les pido amablemente a AskGamblers que me ayuden a recuperar mi saldo total de 160 €, ya que el casino no ha proporcionado un comprobante de pago (sin ID de transacción de Binance Pay, sin datos del destinatario, sin confirmación).

Estoy muy preocupado por los fondos faltantes y por el manejo de mis documentos confidenciales.

Gracias por su ayuda.

Estimados señores:

Me dirijo a ustedes para presentar una reclamación formal contra la casa de apuestas Mystake.com, debido a una incoherencia flagrante y documentada en el criterio de resolución de apuestas, lo cual constituye una práctica arbitraria, injusta y contraria a sus propias normas internas.

1. Antecedentes y hechos concretos

He realizado dos apuestas al mismo mercado en dos partidos diferentes, pero han sido resueltas de forma completamente opuesta por parte de Mystake:

Apuesta 1 (ID: 244111803 – UEFA Women's EURO): Mystake rechazó los datos de estadísticas de Whoscored y afirmó que solo se aceptaba el dato oficial de UEFA para determinar los tiros a puerta.

Apuesta 2 (ID: 244597408 – FIFA Club World Cup): Mystake ignoró los datos oficiales publicados por FIFA, que confirmaban 12 tiros a puerta, y en su lugar optó por usar Whoscored como fuente, resolviendo la apuesta como perdida.

2. Contradicción evidente

Este doble criterio no tiene justificación lógica.
Si Mystake se basa en las estadísticas oficiales del organizador del torneo (como en el caso UEFA), entonces la apuesta 2 debió darse como ganada.
Y si se basa en Whoscored (como hizo en el caso FIFA), entonces la apuesta 1 también debió ser ganada.

Aplicar una fuente diferente según convenga es una práctica injusta e inconsistente.

3. Definición oficial de “Tiro a puerta” según Mystake

Mystake define “shot on goal” así:

Shots on Goal: In football players try to score the goal in opponent’s net. Every shot that enters the net or would have entered the goal if it had not been blocked by the goalkeeper or other player, counts as a shot on goal.

Esta definición incluye los disparos que iban a gol pero son bloqueados por un defensa, cuando el portero ha sido superado, lo cual es diferente de lo que contabilizan UEFA, que lo registran como tiro bloqueado, no como tiro a puerta.

Esto significa que Mystake no puede basar sus resoluciones únicamente en UEFA cuando sus propias reglas internas tienen otra definición.

4. Solicitud

Con base en los hechos y normas expuestas, solicito que:

Se reconsidere y se pague como ganada al menos una de las dos apuestas, o bien

Se reembolsen íntegramente ambas apuestas, dado que la aplicación de criterios ha sido arbitraria e incoherente.

5. Evidencias adjuntas

Adjunto evidencias, incluyendo:

Capturas de las estadísticas oficiales de FIFA en mi reclamación del partido PSG - Real Madrid.

Capturas de las estadísticas de Whoscored en el partido Francia Femenino - Inglaterra Femenino.

Cadena completa de correos con el soporte de Mystake, en inglés y traducidos al español, donde se puede ver qué fuente utilizaron en cada caso. Tengo también el correo descargado en formato .eml pero no me deja adjuntarlo, si lo necesitáis puedo enviarlo por email u otro medio alternativo que me indiquéis.

Enlaces con las estadísticas de ambos partidos:
PSG - Real Madrid - estadísticas FIFA: https://www.fifa.com/es/match-centre/match/10005/289175/289188/400019209
Francia Femenino - Inglaterra Femenino - estadísticas Whoscored: https://es.whoscored.com/matches/1910560/live/internacional-uefa-women-s-euro-2025-france-england

Agradezco su atención y quedo a la espera de una resolución justa.

Atentamente,

Hola, me gustaría presentar una queja contra MyStake Casino.

Estoy intentando retirar mis fondos, pero el casino se niega a completar la operación alegando que los documentos que he enviado para verificar mi cybertarjeta no son suficientes.

El problema es que la tarjeta que estoy utilizando es una cybertarjeta (tarjeta virtual), por lo que el archivo o documento que ellos me están solicitando no existe como tal. Sin embargo, ya he proporcionado toda la documentación disponible que demuestra claramente que la tarjeta me pertenece:
• Capturas de pantalla del área de cliente de mi banco donde aparece la tarjeta virtual.
• Comprobante de pago/depósito realizado con esa tarjeta.
• Documento de identidad que coincide con los datos de la cuenta.
• Extracto bancario con la operación de recarga al casino.

He intentado razonar con el soporte, pero no me ofrecen ninguna solución alternativa ni aceptan los documentos válidos que sí puedo presentar. Me encuentro en una situación de bloqueo, sin poder acceder a mi dinero, a pesar de cumplir con todos los requisitos posibles.

Solicito la ayuda del equipo de AskGamblers para que el casino acepte la verificación con los documentos que son posibles en el caso de una cybertarjeta, y me permita realizar el retiro de mis fondos.

Muchas gracias por su atención.

Réponse à MyStake – Clarification et contestation

Thank you for your response.

I would like to address a key inconsistency in the handling of my case, which I believe is highly relevant to this dispute.

⸻

📌 1. Conflicting information provided by the support team

Before the account closure and additional verification request, I contacted your live chat support and was explicitly informed that:

* my account was fully verified
* my withdrawal request was approved
* the payout would be processed within approximately three working days

At that stage, no issues, restrictions, or compliance concerns were communicated to me.

This communication created a legitimate expectation that my account had passed all necessary checks.

⸻

📌 2. Subsequent escalation and contradictory action

The following day, I was unexpectedly requested to complete an additional video KYC verification, which I fully complied with, providing all requested documentation and successfully completing the process.

Despite this full cooperation and apparent validation of my identity, my account was then permanently closed and my funds confiscated.

⸻

📌 3. Lack of transparency regarding internal review process

From my perspective as a user, there appears to be a clear inconsistency between:

* the confirmation of withdrawal approval provided by your support team
* and the subsequent compliance decision leading to account closure

This raises concerns regarding the transparency and timing of internal review procedures, particularly when a withdrawal has already been approved prior to any alleged violation being communicated.

⸻

📌 4. Compliance with verification requirements

I fully complied with all verification requests, including:

* standard KYC documentation
* additional video verification upon request

At no point was I non-cooperative or unwilling to provide any required information.

⸻

📌 5. Proportionality of the final decision

Even if a payment-related concern was later identified, I respectfully submit that:

* the account had already been verified
* the withdrawal had already been approved
* full identity verification was successfully completed

In this context, the permanent confiscation of funds appears disproportionate to the nature of the issue described.


⸻

📌 6. Request for reconsideration

Given the inconsistency between the initial approval communicated by support and the subsequent compliance decision, I respectfully request a full review of this case with particular attention to:

* the timing of the withdrawal approval
* the communication provided by live support
* the proportionality of the final sanction

I remain open to a fair and amicable resolution, including partial or full release of the remaining balance.

⸻

📌 Final note

I have acted in good faith throughout the entire process and fully cooperated with all verification procedures. ( i havé the vidéo vérification KYC too if you want )

Limare André

Ten days ago, I requested a withdrawal via bank transfer, which was accepted very quickly. Unfortunately, it's been 10 days and the money still hasn't arrived. I spent a lot of time chatting and waiting for an email from support, which never arrived. It's not a large amount, but it's still a payment.

Title: Delayed Withdrawals (€2600) – No Proof of Payment

I am experiencing serious issues with withdrawals from MyStake Casino.

I requested two withdrawals:
- €800 on March 10, 2026
- €1800 on March 12, 2026

Both withdrawals are marked as “Completed” in my account, and the casino claims that the funds were sent.

However:
- I have not received any money in my bank account
- My bank confirmed that no incoming transfers were received
- The casino is unable to provide MT103 or any SEPA transaction reference

I have contacted support multiple times via live chat and email over the past two weeks. I only receive generic responses such as “under review” or “investigation ongoing”.

Even after escalation, they are unable to provide proof of transfer or a clear explanation of the delay.

At this point, €2600 is missing and cannot be traced.

I am requesting:
- Proof of transfer (MT103 / SEPA reference), OR
- Immediate reprocessing of both withdrawals

This situation is very concerning and has been ongoing for too long.

I am ready to provide any additional information if needed.

Hello,

I placed a bet on March 14, 2026, on the Chinese Formula 1 Grand Prix, which took place on March 15, 2026, at 8:00 AM.

The bet, titled "The car to set the fastest lap," was placed on McLaren.

During the Grand Prix, neither of the two McLarens, Piastri's and Norris's, started the race. They didn't even leave the pits.

Both cars were classified as DNS (Did Not Start).

If I understand your rules regarding the fastest lap correctly, it clearly states that if the drivers do not start the race, the bet should be refunded.

At the end of the Grand Prix, I noticed that my bet had been marked as a loss instead of being refunded.

I contacted support via live chat to request the application of your rules. Despite this, the operator did not acknowledge my request.

That's why I'm opening this ticket here to find a solution.

Attached are all the screenshots to support my suggestions.

Hello, I was playing at the MyStake casino and everything was fine. However, when I decided to withdraw my funds in the amount of 1310$ my account was restricted and I lost access to withdrawals.

They asked me to complete document verification, which I successfully did. I also sent a video with my document where I had to state my personal details. Everything was completed correctly.
But now they say that my account is under investigation. This situation has been going on for many months. The support team is not trying to help me sometimes I waited for several hours for a response and received nothing.
Because of this, I decided to write to them by email, but every time I only receive the same template reply saying:
"Your account is under investigation."

The support team either does not respond or simply closes the chat. On one occasion when I finally managed to reach them, they did not provide any useful information.
They do not explain any violations, do not give a reason, and do not provide any timeframe for resolving the issue. Meanwhile, I have already been waiting for about six months.
The dates can be clearly seen in the email screenshots, and they also show that my account has been restricted from withdrawing funds)))) help me ask!