MyStake Casino - Player requests investigation into account issues and verification.

Dear Casino Guru Complaint Resolution Team,

I respectfully request reconsideration of my complaint against MyStake based on the documentary evidence already provided to Casino Guru, including 38 numbered screenshots.

1. ACCOUNT VERIFICATION

On 10 May 2026 at 07:02, I asked MyStake Support whether my account was verified and whether I could withdraw €430 by SEPA. At 07:05, after checking my account, the agent stated:

"I have checked and your account is fully verified, so there should be no issues. You are able to request funds as needed."

Please verify my account status, KYC checks, active permissions and whether France was already restricted. If so, how does this reconcile with "fully verified" and my ability to deposit, gamble and withdraw?

2. GEOGRAPHIC RESTRICTION

My screenshots show: "Access Restricted – Unfortunately, our service is not available in your region! Are you using a VPN? Try disabling it to access." The message appeared with a French flag, while other screenshots show access becoming available again.

Please verify whether my account was identified as being in France, when restrictions were applied, whether they were intermittent, why access became available again, and how this is consistent with the 10 May verification statement.

3. €4,004 / 137 BANKING TRANSACTIONS

I identified 103 UTORG PAY LTD transactions (approximately €2,622) and 34 Chain Valley SP. Z.O.O. transactions (approximately €1,382), totalling approximately €4,004.

I am NOT claiming that every banking transaction automatically represents a separate MyStake deposit. I request a transaction-by-transaction reconciliation between my banking records and MyStake's internal ledger, including transaction IDs, dates/times, status and credited amounts, to establish whether transactions were credited, declined, reversed, duplicated or otherwise processed.

4. COMPLETE TRANSACTION HISTORY

I requested my complete account and transaction history, including deposits, withdrawals, dates, amounts, references and earlier deposits. MyStake refused and stated that it does not provide such information to customers.

This prevents me from reconciling my banking records with MyStake's ledger. I therefore ask Casino Guru to request or verify the records.

5. RESPONSIBLE GAMBLING

Please establish from MyStake's internal logs when my Responsible Gambling communication was sent, received and recorded; when restrictions were applied; when the account was permanently closed; whether deposits were accepted or credited afterwards; whether gambling activity occurred afterwards; and when the restriction became effective.

If the records show immediate restriction and no relevant activity afterwards, I will accept that finding. Otherwise, I ask that any delay, deposits or gambling activity be considered.

REQUEST FOR VERIFICATION

Please verify: KYC/account records from 10 May 2026 at 07:05; geographic restrictions; deposits and withdrawals; transaction IDs, timestamps, statuses and credited amounts; the €4,004 / 137 reconciliation; Responsible Gambling timestamps; and relevant activity records.

I am asking for verification, not speculation. If MyStake's records support its position, I will accept the findings. If discrepancies exist between my banking evidence, Responsible Gambling timestamps, actual restrictions, the "fully verified" statement or MyStake's explanations, I ask that they be considered.

REQUESTED RESOLUTION

I understand that gambling losses are not normally refundable simply because a player lost money. I ask Casino Guru to determine whether MyStake accepted or credited deposits after a valid Responsible Gambling restriction should have become effective, failed to implement a restriction within the relevant timeframe, processed transactions inconsistently, applied geographic controls inconsistently, or otherwise acted inconsistently with its representations or procedures and caused identifiable financial loss.

If such a failure is established, I request reimbursement of the losses directly attributable to it. My primary request is full reimbursement; otherwise, I request partial reimbursement for transactions, deposits or losses specifically linked to an established failure.

I have already provided 38 numbered screenshots to Casino Guru documenting the issues described above. I understand that these supporting documents will be forwarded to the dedicated resolver for review.

The remaining information needed to resolve the factual uncertainties is held by MyStake.

Please do not conclude the complaint solely on MyStake's previous explanation before the relevant account-level records have been considered or requested. I ask Casino Guru to test both sides against the underlying records and determine what actually happened.

Thank you for your consideration.

Kind regards,

Tony Mucha

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did the casino process your payout from May 10th?
• Could you please share with me your communication with the casino regarding the issue and the evidence you refer to? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Thank you for your message.

Yes, the €400 withdrawal from May 10, 2026 was successfully processed.

I have also sent you 4 screenshots concerning this €400 withdrawal, which provide the relevant evidence:

- the MyStake transaction history showing the €400 withdrawal initially marked as "In progress" at 07:34:41;

- the MyStake transaction history showing the same withdrawal later marked as "Success" at 18:40:28;

- and the relevant bank records confirming that the €400 payment from CYGTW LTD was received at 20:40 on May 10, 2026.

Regarding the communications and other evidence you requested, I have also sent you the relevant correspondence with MyStake by email.

I have organised the documents into two groups:

- Support / MyStake exchanges

- Compliance exchanges

These documents include my communications with MyStake Support and Compliance, together with their responses concerning the various issues raised in my complaint.

The screenshots concerning the €400 withdrawal are also provided so that you can directly verify the chronology and the corresponding payment.

I have retained the other documents and screenshots previously provided to Casino Guru. If you need any specific document or additional evidence, I will be happy to provide it.

Thank you for your time and for reviewing my case.

Kind regards,

Tony ****

Hello Blink1823,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

Could you please explain whether you opened and used multiple accounts at this online casino?

Did the casino accuse you of breaching any terms and conditions? Would you be able to provide any communication regarding the difficulties you are describing and how the casino addressed them?

Please note that we are unable to contact the casino regarding any general inquiries for investigation or GDPR requests. If there are any claims you have, such as the casino withholding winnings or not providing protection to you, they must come from you first, supported by evidence.

Looking forward to your reply.

Hello Tomas,

Thank you for getting back to me. I will answer your three questions directly and clarify the specific issues I am asking Casino Guru to assess.

1. Did I open and use multiple accounts?

Yes. I have opened and used more than one MyStake account over time. I am not trying to hide or deny this.

After my initial complaint, I discovered password-recovery emails showing the usernames blink1823, Blink1827 and blink18277. I disclosed these usernames to you by email on 25 August and asked you to verify through MyStake’s records whether they correspond to separate accounts, linked accounts, or changes within the account history.

I cannot independently determine when each account was created, verified or linked, or when MyStake first identified the connection, because I do not have access to its internal systems.

2. Did MyStake accuse me of breaching its Terms and Conditions?

MyStake Compliance referred to its general rule concerning one account per person/household/IP and stated that multiple accounts can constitute a breach.

However, in the correspondence I provided, MyStake did not clearly identify which specific accounts it considers to belong to me, when they were linked, when the alleged breach was detected, what evidence established that connection, or what specific action was taken because of it.

This distinction matters: referring to a general Terms and Conditions rule is not the same as establishing the factual circumstances of an alleged breach in my specific case.

3. My difficulties and how MyStake addressed them

I have already provided the relevant Support and Compliance correspondence concerning my gambling difficulties, refund requests and subsequent request for permanent self-exclusion.

I provided two separate PDF submissions on 19 August, followed by a further PDF submission on 25 August containing additional evidence, including the newly identified usernames, account information and withdrawal evidence. Please let me know if anything is missing.

My specific claim is that MyStake failed to provide adequate player protection despite having verification and account-management processes through which these issues could potentially have been identified. Notably, MyStake subsequently confirmed in writing that my account was closed under its Responsible Gambling procedures following my communication regarding my gambling concerns.

On 10 May 2026, I asked MyStake Support whether my account was verified and whether I could withdraw €430 by SEPA. After checking my account, the agent explicitly stated that my account was "fully verified" and that I could request funds as needed.

I subsequently successfully withdrew €400, and later successfully withdrew €700, which was received on 5 August 2026.

If MyStake considers these accounts to be linked and their existence to constitute a breach, an important factual question remains: when did MyStake identify that situation, what checks were performed, and why was the account nevertheless verified, allowed to remain active and allowed to process successful withdrawals?

There is also a separate issue concerning my transaction history.

I specifically asked MyStake Support to provide my complete transaction history by email, including deposits, withdrawals, card payments, dates, amounts and transaction references, including deposits made by bank card before the UTORG PAY LTD transactions.

Support explicitly replied that the company was not able to provide the requested information. My account is now permanently closed, so I no longer have access to the complete history through the platform.

I am not asking Casino Guru to conduct a GDPR investigation or a general audit. I first attempted to obtain the relevant information directly from MyStake, and MyStake refused to provide it.

My complaint includes 137 banking transactions totalling approximately €4,004. I am not claiming that every banking transaction automatically represents a MyStake deposit. I am asking that the disputed transactions be reconciled with MyStake’s own records so that the actual amounts deposited and credited can be established.

I have provided the available Support, Compliance, account, withdrawal and banking evidence. I ask Casino Guru to assess these claims on the evidence provided and, where necessary, put the relevant factual questions to MyStake.

The central issue is not simply whether MyStake has a rule concerning multiple accounts. The issue is what MyStake actually knew, when it knew it, what checks it performed, how it verified my account, and how it subsequently handled my activity and requests for protection.

I believe these facts are essential to determining whether MyStake’s position in this case is justified.

Thank you for reviewing this carefully.

Best regards,

Tony

Thanks for the explanation. I went over the information you provided on both occasions.

We can only ask the casino to refund your net deposit in situations where we can conclude that the casino had an obligation to protect you, such as after a self-exclusion due to gambling issues is requested. From the material you provided, we are unable to conclude that any such disclosures took place.

Please let me know if there is any other evidence, or if I overlooked information. If no such information exists, please note that players are responsible for adhering to multiaccounting rules, and your admission that you used multiple accounts at the same time will prevent us from assisting you further.

Looking forward to your reply.