Mystake Casino - Account Closed Without Clear Justification

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 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.

Hello,

The user had shared the IP address with another user, which goes against our rules. We will email you the detailed information.

Kind regards

Hello,

I am deeply disappointed with MyStake’s response, as the accusation of sharing my IP address with another user is both false and legally unsound.
1. Retention of My Own Funds:
According to Serbian consumer protection laws, a company cannot unjustly withhold a user’s personal funds, as this constitutes a violation of consumer rights. I must emphasize that the funds in my account are not exclusively winnings; they include deposits made directly by me. Retaining these funds without clear evidence or justification violates my rights as a consumer.
2. Accusation of IP Sharing:
• KYC Compliance: My account has been verified through KYC procedures, meaning my identity has been fully confirmed. Since your platform does not allow multiple accounts under the same name, it is legally and technically impossible for me to maintain two accounts in violation of your rules.
• Use of IP Address: I exclusively access MyStake from a private and secure internet connection. Unless the platform can provide precise technical evidence of alleged IP sharing, this claim appears baseless. It is also worth noting that IP overlaps can occur for various legitimate reasons, such as shared networks or technical errors.
3. Legal Concerns:
• Serbian consumer protection laws require companies to provide clear and transparent information about actions affecting consumers. Failing to specify the alleged violation or provide evidence violates these principles.
• Companies must follow fair procedures when acting against users. Suspending my account without providing adequate evidence or giving me an opportunity to respond is neither fair nor justified.
4. Request for Evidence and Resolution:
I kindly request MyStake to provide:
• Concrete evidence of the alleged IP sharing or any other claimed violation.
• An explanation of why my personal funds, not solely winnings, have been confiscated.

If this issue is not resolved promptly, I will be forced to escalate this matter further, including seeking legal counsel to ensure my rights are protected. I am committed to resolving this fairly, but I require transparency and a detailed explanation to proceed.

I trust that AskGamblers will help mediate this dispute to reach a satisfactory resolution.

Thank you for your attention.

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Mystake Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.