MyStake Casino - Игрок заявляет о задержке выплат.

The casino is accusing me of violating Articles 9 and 10 of the rules and, using these two articles as an excuse, is withholding €175 from my balance. When I request clarification on this matter, both via chat and email, they hide behind these violated Articles 9 and 10 and that once the €80 remaining balance in the account has been withdrawn, they will close the account. When I ask for clarification, they continue to provide explanations, and from my point of view, they are withholding this money fraudulently, hiding behind a rule. Given that if they want to close the account, they can close it but confiscate €175, if the pain stems from some sort of collusion or something with another account or something like that, I pointed out to them that it's sports betting and I don't understand how anyone could collude in sports betting with bets placed with the money in their account. I'm asking you to help me, because the situation is bordering on embarrassing. Thank you.

Il casinò mi contesta la violazione dell’articolo 9 e 10 del regolamento e usando come scusa questi due articoli del regolamento si trattiene 175 euro del mio saldo . Al momento della richiesta di chiarimenti in merito sia per chat che per eMail si nascondono dietro a questi articoli 9:10 violati e che una volta prelevati gli 80 € rimasti in saldo nell’account chiuderanno l’account stesso.. a mia richiesta di spiegazioni in merito continuano a darmi spiegazioni e dal mio punto di vista si trattengono questi soldi in maniera fraudolenta, nascondendosi dietro un regolamento. Premesso che se vogliono chiudere l’account lo possono chiudere ma confiscare 175 € che se un dolore derivano da un qualche cosa di sorta di collusione o roba del genere con un altro account o roba del genere.. io gli ho fatto presente che sono scommesse sportive e non capisco come uno possa colludere scommesse sportive scommesse giocate con i soldi in account. Chiedo a voi di darmi una mano, perché la situazione al limite dell’imbarazzo, grazie.

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Dear Cleopax,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

above screenshot live chat below by email after kyc completion

sopra screenshot chat live di seguito per e-mail dopo completamento kyc

They tell me I should withdraw the €80 left in my account, and once I've withdrawn it, they'll close my account. I'm stalling because I feel scammed by this casino, and I don't think it's normal for a casino to steal money from an account while alleging violations in sports betting. I've tried everything I can to get an explanation, but they're appealing to Articles 9 and 10. I believe a casino stealing money from a player needs to be much clearer and more precise about the alleged violations and with whom.

Per loro dovrei prelevare l’80 € rimasta in account e una volta prelevata e mi chiudono l’account stesso. Io sto prendendo tempo perché mi sento truffato da questo casinò e credo che non sia normale che un casinò si appropri dei soldi in un account contestando delle violazioni su scommesse sportive, ho provato in tutti modi a farmi dare delle spiegazioni, ma si appellano a questo articolo 9 e 10 credo che sia un casino appropria dei soldi da un giocatore deve essere molto più chiaro e preciso su le violazioni contestate e con chi

Formal complaint regarding account closure and theft of funds – MyStake

Message text:

"I hereby file a formal complaint against MyStake regarding my account.

After completing the verification procedure (KYC), the casino stated that after the withdrawal of the account balance, my account will be closed citing a general violation of Articles 9 and 10 (involvement of third parties).

I firmly reject these accusations for the following reasons:

I have never shared my account or used payment methods registered to third parties.

I have never won any sports betting winnings by colluding with other accounts

The casino confiscated €175 in winnings obtained exclusively with real money (not bonus funds).

They also withheld a 20% (€20) 'administrative fee' from my original €100 deposit, without providing any objective evidence of misconduct.

The casino refuses to provide detailed explanations, hiding behind generic terms and conditions. I request a full refund of my remaining balance (the €175 winnings and the €20 unduly deducted from my deposit), as mere 'suspicion' is not a valid legal basis for confiscating personal funds without concrete evidence.

Reclamo formale per chiusura account e sottrazione fondi – MyStake

Testo del messaggio:

"Con la presente intendo sporgere un reclamo formale contro MyStake in merito al mio account .

Dopo aver completato la procedura di verifica (KYC), il casinò ha dichiarato che dopo il prelievo del saldo in account sarà chiuso il mio conto citando una generica violazione degli Articoli 9 e 10 (coinvolgimento di terze parti).

Respingo fermamente queste accuse per i seguenti motivi:

Non ho mai condiviso il mio account né utilizzato metodi di pagamento intestati a terzi.

non ho mai ottenuto vincite sulle scommesse sportive, colludendo con altri account

Il casinò ha confiscato 175€ di vincite ottenute esclusivamente con soldi reali (non fondi bonus).

È stata inoltre trattenuta una 'commissione amministrativa' del 20% (20€) sul mio deposito originale di 100€, senza fornire alcuna prova oggettiva di cattiva condotta.

Il casinò si rifiuta di fornire spiegazioni dettagliate, nascondendosi dietro clausole generiche dei Termini e Condizioni. Richiedo il rimborso integrale del mio saldo rimanente (le vincite di 175€ e i 20€ indebitamente detratti dal deposito), poiché un semplice 'sospetto' non è una base legale valida per confiscare fondi personali senza prove concrete."

Dear Cleopax,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Nothing doing, they didn't respond anymore and didn't provide any further explanations regarding the misappropriation of the money in my account. I hope you can at least defend my position.

Thank you

and good evening

Niente da fare non hanno più risposto e non hanno dato più spiegazioni in merito all’appropriarsi del denaro in account . Spero che almeno voi riusciate a difendere la mia posizione

grazie

e buonasera

Dear Cleopax, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Good morning, the winnings were accumulated from sports bets derived from real money and not bonuses.

The verification was completed in every detail to the point of exhaustion. Once the verification was completed, they accused me of violating Article 9 and 10 by stealing my money as you said previously, without giving me any explanation.

This is the first withdrawal I should have made now in the account there are €80 left after the deduction which once withdrawn will lead to the closure of the account for this I waited and asked for your help because I feel cheated by the casino's behavior

Buongiorno, le vincite sono state accumulate da scommesse sportive derivanti da soldi e non da bonus.

La verifica è stata completata in ogni minimo dettaglio fino allo sfinimento una volta completata la verifica mi hanno accusato della violazione dell’articolo 9 e 10 sottraendomi i soldi come hai detto in precedenza, senza darmi alcuna spiegazione.

Questo è il primo prelievo di avrei dovuto fare ora in account sono rimasti 80 € dopo la decurtazione che una volta prelevati porteranno alla chiusura dell’account per questo ho aspettato e ho chiesto il vostro aiuto perché mi sento raggirato dal comportamento del casinò

Dear Cleopax,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi, [email protected], . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the MyStake Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear MyStake Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi