Hej, jag hade ett problem. Jag accepterade en mystake-bonus som jag nu inte kan spela på slots och inte heller kan jag ta ut mina pengar. Jag behöver ett brådskande svar, om någon vet hur man avbryter det och tar ut mina pengar skulle det vara till stor hjälp, jag kan inte spela slots heller
Hi, I moved your post to the casino you are talking about. So you received a bonus and can't play anything ? It is possible that you need to meet the conditions of the bonus in order to withdraw the money.
However, have you tried asking the support if it is possible to remove the bonus ?
Hello,
2 days ago i hade a nice win at mystake.bet and made a withdrawal of 1500 eur. At the night when i was sleeping someone has logged into my account and changed the withdrawal to another bitcoin ´wallet adress.
I had an strange email from "mystake.agent.563@gmail.com" telling me that something went wrong and they made a new withdrawal so that i should not be worry and just let the withdrawal get accepted.
As the email was an gmail.com account i had a feeling that this was not correct, so i logged into my account and canceled the withdrawal and changed password.
Like 10 minutes after this it happened again, i had a new email from the scammers and was told once again to stop cancel the withdrawal as they had made a new one. So i changed my password on all my accounts including gmail, mystake, facebook, you get it.. I even restored my iphone and virus scanned my computer..
The support frozed my account for 24 hours they said, but like 2 hours after this i had a NEW email from the hackers telling me that my account is now re-opened and that the password was changed and a new withdrawal was made, HOW?! I logged in (it worked) and saw the bitcoin transaction that i had NOT made.
So this time i made a SEPA withdrawal and asked the support to close my account until the withdrawal with SEPA was done, and they did. I even sent a video of myself holding my ID card.
How is this even possible? Ive been thinking about everything! Please, help me, ive checked my accounts and i do not have any logins at all.
Hi I've moved the post under the casino you're talking about. I've looked at your situation and it's quite strange. The support or the casino apparently won't perform with the email address- gmail I assume. So the best thing to do is to reply and communicate with the casino from their main email only.
As far as your withdrawal is concerned, you have a closed account at the moment and you are waiting for the money to come in, yes ? Have you received any more suspicious emails since you closed your account ? I'd say it's good that you reacted promptly and kept your head cool and tried to resolve the situation somehow. Did you also try to ask support what bitcoin address the withdrawal was sent to, the one you didn't make ?
Please update us if anything has changed, or how your casino withdrawal is doing. I'll be waiting
The wirhdrawal was accepted this morning and the money has arrived but the whole thing is just nuts!
This is what we wanted to hear!
I have read the story two times already, and it is highly suspicious. Did you take some screenshots during this episode? It would be quite interesting to see those or present them to support. Just thinking aloud.
One way or another, I'm happy this has ended the way it has!
Jag har problem med att verifiera kontot och ta ut i mystake som jag skrev till supporten och de svarar inte
Hi, I've moved your response under the casino you're talking about. How long has your verification and withdrawal problem been going on ? The casino hasn't given you any reason ? Let me know more so I have a better overview of the situation.
Det har gått fyra dagar nu och inget har besvarats, vid tidpunkten för verifieringen ber de mig om en identitetshandling för att ta ett foto och ladda upp det, de nekade det 4 eller 5 gånger och sedan fick jag ett meddelande som sa: vi är ledsen men vi har inte kunnat verifiera din identitet men även töser gör misstag, kontakta supporten
Jag har redan skickat två mejl till dem och jag har inte fått något svar.
I wanted to say that we give casinos 14 days to resolve the issue of withdrawal and account verification, but it seems unprofessional to me if a casino is not able to respond to anything for 4 days.
As for the documents you sent, what is the specific problem when it has been rejected 4-5 times ?
Let's give it some more time and if the casino is not able to reply in the next few days, we will try to help you.
Of course, if you hear anything new, keep us updated. I will be waiting. 🤞
Det stod att vi inte kunde verifiera identiteten, jag tog flera bilder med bättre upplösningsfokus utan mycket ljus så att det var mer läsbart och jag accepterade att ingen av dem sa att jag inte kunde verifiera identiteten
Tack så mycket för ditt svar, jag kommer att vara uppmärksam på all annan information
I clearly understand that it was not possible to verify the identity, I just don't understand what is the reason when you have tried to upload it several times and still nothing. Can't Support help you with some advice to make it acceptable, or has anyone answered you yet? I don't think this is a difficult task that is impossible to do if it is just this one document. Let me know.
Den tekniska supporten svarade på ett mail idag, de sa bara till mig att bilderna på dokumentet inte var korrekta och att det av den anledningen inte gick att verifiera, men de har inte gett mig någon lösning än, jag hoppas att de kan lösa det,
Ja, det är den enda nackdelen, alla andra verifikationer kom ut korrekt.
So it is quite an unfortunate situation when everything else has already been accepted and you have a problem only with this one document. Did you try to ask the casino how you should make the photos correct ? Do they have a problem with not seeing some information ?
Anyway, I hope that the casino will be able to resolve this situation with you, and if not, then I recommend you to file a complaint with us.
So do you think you'll be able to try with them ? If nothing changes let me know.
God eftermiddag,
Jag vill ta ut ca. 150 € från mitt MyStake-konto, men jag har sett i deras T&C att detta kasino inte är verksamt i mitt land, Spanien, och jag skulle vilja veta om detta kommer att leda till att jag inte har några uttagsmetoder tillgängliga eller helt enkelt att uttagsfunktionen kommer att blockeras i mitt land. Jag har inte verifierat någon av dem ännu eftersom jag saknar KYC. Är det känt om invånare i Spanien har kunnat ta ut sina vinster?
Tack.
After all those tickets been opened since my own, i would really warn players to play on this site. First of all my virus software detects some stuff on this site, they do not verify the accounts and it takes ALOT of time to make a withdrawal . please casino.guru, you should make a big warning on this casino.
God eftermiddag,
Jag vill ta ut ca. 150 € från mitt MyStake-konto, men jag har sett i deras T&C att detta kasino inte är verksamt i mitt land, Spanien, och jag skulle vilja veta om detta kommer att leda till att jag inte har några uttagsmetoder tillgängliga eller helt enkelt att uttagsfunktionen kommer att blockeras i mitt land. Jag har inte verifierat någon av dem ännu eftersom jag saknar KYC. Är det känt om invånare i Spanien har kunnat ta ut sina vinster?
Tack.
Hi, may I ask how did you manage to register in the casino ? When you filled in the registration form with basic information, was there a choice of the country you are from ? Did you notice that Spain is not an allowed country only after you won ?
It's quite a tricky situation and I don't know exactly how the casino will handle it. Have you tried to withdraw the money yet ?
Let me know.
After all those tickets been opened since my own, i would really warn players to play on this site. First of all my virus software detects some stuff on this site, they do not verify the accounts and it takes ALOT of time to make a withdrawal . please casino.guru, you should make a big warning on this casino.
Hi, do you mean an open complaint ? As far as I saw, you have no complaint against MyStake Casino.
As for your software, what exactly did it capture on this page ? How long did it take you to verify or withdraw money ?
Let me know if you need any help.
Kasinot sätter inga begränsningar för registrering från mitt land, i själva verket måste du fylla i ett formulär för att ange ditt land och din adress. Spanien framstår dock som ett förbjudet land i sina T&C.
Jag har ännu inte försökt ta ut pengarna av rädsla för att mitt konto och mina pengar ska spärras. Jag har försökt kontakta supporten för att klargöra min situation och deras enda svar är "Spelaren är ensam ansvarig för att veta om hans eller hennes hemland tillåter onlinespel" och "kolla villkoren."
Hello.
I think I would be quite nervous too.
Well, in such a case, I have another point of view, the point of fairness.
We at Casino Guru believe that if a player is able to access the casino's website, open the registration form, create an account, deposit and play, it's understandable that they assume that they are allowed to play at this casino.
Some experienced or careful players might read the T&Cs and find out that their country is restricted, but these players are definitely in the minority.
Thus, my appreciation to you for being so careful.
Now we're getting to the important end fact:
"It is not acceptable to let players gamble if a casino knows that they are from a restricted country and if the casino plans to refer to the rule about restricted countries whenever a player requests their first withdrawal. This is completely against the rules of fair play, as the casino is knowingly letting a player wager money without a chance to actually win something in return."
So, if you find yourself in this situation, come here immediately. Though I'm quite convinced this well-known casino is mostly fair, I want to be sure it all went out fairly for you.
It is common for the support or chat operator to refer to the point mentioned in the rules, but I think we both agree that it only raises an eyebrow. I'd personally prefer a more reliable response to such an important question.
Could you keep me posted, please?
Gratis professionella utbildningskurser för onlinecasinoanställda inriktade på bästa branschpraxis, förbättring av spelarupplevelsen och ett rättvist förhållningssätt till spelande.
Ett initiativ vi har lanserat med målet att skapa ett globalt system för självavstängning, som gör det möjligt för sårbara spelare att blockera sin åtkomst till allt onlinespel.
