Reclamação #197
Mystake Casino
Confiscation of Funds and close account
há 1 mês
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
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
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