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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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