The player from Spain faced account closure due to alleged cheating, despite having not engaged in any illegal activity. He sought clarification on whether his winnings of 4200€ and deposited money would be sent to his Spanish Visa card. The issue was resolved by the Complaints Team closing the complaint due to the player's lack of response to inquiries and reminders, which prevented further investigation or potential solutions.
MyStake Casino - Player's account has been closed.
MyStake Casino
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9.5
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Opened
Current status
Waiting for player to reply
5d 23h 5m 2s
Case summary
yesterday
Public
Novice
Public
1 month ago
Translation
My account was closed for alleged cheating or gambling, even though I've never done anything illegal. I've deposited money several times and had a profit of 4200. I just want to know if they'll send the money to my Spanish Visa card or the money I deposited.
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 month ago
Dear Alberto14,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
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.
Best regards,
Kristina
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Complaint Resolution Center Team Lead
Public
1 month ago
Dear Alberto14,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Complaint Resolution Center Team Lead
Public
1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
www.kpvfaw.com
Public
Complaint Resolution Center Team Lead
Public
yesterday
We’ve reopened this complaint at the request of Alberto14. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Has there been any news since your last message? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
Alberto14 has 5d 23h 5m 2s to reply
