Mystake Casino - Formal Complaint Against Mystake Bookmaker

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,

The account is under investigation due to suspicious sports betting. The process might take up to a maximum of 6 months.
According to our T&Cs, ''The Company reserves the right to hold the withdrawals for the time needed to investigate violations of the Terms and Conditions and/or applicable laws on the part of the Player.''

We will notify you as soon as the investigation is completed. Winnings will remain in your account and if our suspicion is not confirmed, you will be able to withdraw all funds.


Best regards,

First and foremost, I would like to clarify that I have always adhered to your Terms and Conditions (T&Cs) and have played fairly throughout my time on your platform. The fact that I, a Nigerian resident, have been subjected to such prolonged delays while players from other regions, particularly the United Kingdom and other EU countries have had their similar cases resolved within a mere two weeks, raises serious questions about the fairness and integrity of your operations.

Your statement, "The account is under investigation due to suspicious sports betting. The process might take up to a maximum of 6 months," suggests a troubling lack of transparency. I must emphasize that I have not engaged in any suspicious or unfair betting practices. My winnings are a direct result of my dedication to your platform and the adherence to your rules and regulations. The treatment I am currently receiving contradicts the principles of fairness and equity that any reputable bookmaker should uphold.

Furthermore, the justification provided in your response, referring to the delay as "The Company reserves the right to hold the withdrawals for the time needed to investigate violations of the Terms and Conditions and/or applicable laws on the part of the Player," raises questions about the credibility of your platform. If any violations or breaches of T&Cs did indeed occur, it is your responsibility as a bookmaker to promptly address them and provide evidence to the affected party. This six-month investigation period is excessive and unacceptable.

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I kindly request that you review my case with the urgency and fairness it deserves. I implore you to provide a clear and detailed explanation of the reasons behind this delay, as well as any evidence of wrongdoing on my part. If no such evidence exists, I expect immediate action to release my winnings, as they rightfully belong to me.

It is my sincere hope that you will reconsider your current course of action and ensure that players are treated with fairness and respect, regardless of their nationality. I trust that you will take the appropriate steps to resolve this matter promptly and transparently.

I eagerly await your response, which I hope will confirm the end of this unjust delay and the release of my winnings.

Dear @lm10lm10,

The AskGamblers Complaints Team kindly asks you to refrain from posting unjustified accusations in your public statements. Part of your last post has been edited due to unjust­ifi­ed/­dis­cri­min­ating statements.

Thanks in advance for your cooperation and understanding.

Hello,

First of all, we want to clarify that we don't judge our users differently based on their ethnicity, race, or background. It's a very strong and negative claim, so it's totally unacceptable to us to blame any company or an individual without any type of proof.

As we mentioned above, an investigation might take up to 6 months, and before the end of an investigation, there's nothing we can do. Your winnings will remain in your account and if your suspicion is not confirmed, you will be able to withdraw all funds, so your funds are protected and will not disappear.

Best Regards,

Dear all,

Unfortunately, in this situation, the AskGamblers Complaint Team has no other choice, but to close the case as unresolved and wait for the investigation to finish.

Dear Mystake Casino,

We would also like to use the occasion and remind you to contact our team and request the reopening of the complaint once the investigation is over.

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.

After 6 months, cEG Curacao was involved, ask gamblers was involved, other betting mediators and forums were also involved, mystake.com has paid me 5000USD of the 5003 in my account and closed my account permanently. No reason for account closure was provided but it’s obvious winners aren’t welcome. With that being said, i wouldn’t recommend this sportsbook to anyone and ask that askgamblers drop its rating.

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.