MyStake Casino - Player's account has been closed and winnings confiscated.

Hello,

My name is Achraf , and I am filing a complaint against Mystake.com regarding the unfair closure of my verified account and the confiscation of my winnings.

My account was fully verified (KYC completed with my official ID), and I had a pending withdrawal request when the casino suddenly blocked my account.

The casino claimed there was "irregular activity" but never provided any concrete proof. I have always played fairly from my own devices and payment methods.

Their final answer only mentioned the Anti-Fraud Policy and refused any refund. After that, I contacted Curaçao eGaming but received no reply.

I am asking for help to get my legitimate winnings and withdrawal paid out.

I can provide all proof (KYC verification, withdrawal request, and all emails with the casino).

Best regards,  

Achraf

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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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.

• Which level of verification have you achieved? Which document have you provided during the verification process?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], 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 assistance.

I have sent you all the requested information and supporting documents by email, including my verification proof, screenshots of my communication with the casino, and details about my account and winnings.

Please confirm that you have received everything correctly.

I remain available if you need any additional information.

Best regards,  

Achraf

Thanks for your reply and the information provided via email.

Please understand that if you mainly placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. There are many multiple-account strategies used by players focusing on sports betting. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information, we are forced to reject this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into issues with any online casino, and we will try our best to help.