MyStake Casino - Player's account has been closed without explanation.

I am filing this complaint regarding MyStake's refusal to process my withdrawal and their failure to complete my account verification, following a win I made with a €2 stake.

After winning a significant amount, I attempted to complete the KYC verification process as required. The selfie/identity verification step failed on the platform itself, displaying an error message stating "Unfortunately, we couldn't verify you." I immediately contacted support and was directed to the KYC team.

On 26 March 2026, the KYC team (Vic) instructed me to submit a video verification holding my identity document along with a handwritten note containing my username, website name, the date, and my full name. I complied with this request in full.

On 30 March 2026, I was informed by the KYC team (Sophia) that my address had been verified. However, despite this confirmation, my account remains blocked and I am still unable to access or withdraw my winnings.

Separately, I received an email from the support team (Emma) on 31 March 2026 informing me that my account is "under investigation" with no reason provided. The email explicitly states that the company reserves the right not to disclose the reasons for the investigation.

I have been fully cooperative throughout this process. I submitted all requested documents and completed the video verification. I have received no explanation for why my account is blocked, no timeline for resolution, and my funds remain inaccessible.

The pattern here is concerning: my account was only flagged after a sizeable win from a €2 stake. I believe this is an attempt to delay or avoid paying out my legitimate winnings.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Stay safe.

Dear Debscountyse,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

To clarify your case:

• Could you please let me know which other verification documents you have already provided?
• Have you provided all the required documents as soon as possible and in the correct format?
• When exactly did you initiate your withdrawal request?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Dear Petra,

Thank you for your response.

I played and won 6 days ago. 5 days ago is when i verified my account. Failed live selfie popped up on account so the Casino manually verified my account after sending them a screenshot of the error via email and i made a withdraw of 4000€. Mystake then emailed me to say withdraw declined because they wanted a video with me holding a note with written information along with passport. Did that and the casino confirmed the next day its verified but asked in the same email to upload my address proof. This also was not working on my account so i emailed it to the casino and they manually verified it. Mystake emailed to say account is fully verified so i made a new withdraw of 7500€ to my crypto wallet as this is the weekly limit and then this investigation starts. Since writing this email i have had another email from mystake telling me the investigation can take upto to 6 months and do not need to give me the reason for it as below.

Dear Abbey,

Thank you for reaching out to us.

We understand the significance of this matter and would like to inform you that your account is currently under review as part of an ongoing investigation. 

Please note that the company retains the discretion not to disclose specific details regarding the reasons behind this investigation. 

We recognize that this process may be inconvenient and sincerely appreciate your patience and understanding during this time.

The investigation may take up to six months to complete. 

Throughout this period, our dedicated team is carefully assessing all relevant information to ensure a comprehensive and accurate conclusion.

Should you have any questions or require further clarification, please feel free to contact us at your convenience.

Wishing you a pleasant day.

—

Best regards,

Milo / Support Agent 

Dear Debscountyse,

Thank you for your reply and for providing the previous details.

• Have you received any specific communication from the KYC team regarding what further steps are required to complete your verification?
• Could you provide any screenshots or error messages you encountered during the verification process?
• Additionally, could you share any further communication you’ve had with the casino? This may include screenshots, emails, or chat records.

You can send all relevant documents to petra.h@casino.guru or alternatively post your screenshots directly in the complaint thread.

Thank you again for your cooperation.

this was my error.

All info has been sent. I think there has been some mistake with my account and I want to resolve it here I can do everything for verification.

Hello?

Dear Debscountyse

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Debscountyse,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite MyStake Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hi why is he not coming??

They respond everywhere but not with me??

Hello,

We will answer shortly.

Dear Jana and MyStake,

Thank you for finally responding.

Regarding the IP address requirement I am an ordinary player and have no knowledge of what my IP address is or how to control it. I am not a technical person and this is not something I can simply replicate on demand. The reason I used a different device to upload my selfie is because the verification process was not functioning on my computer. I switched devices purely to complete the verification step that the casino itself required me to do. I had no other choice.

I cannot be held accountable for connecting from a different IP address when the casino's own verification system failed on my primary device and I had to find an alternative way to comply with their KYC request.

That said, I am willing to cooperate fully. I will attempt to log in again from my usual device and complete any remaining steps required. I am happy to withdraw via bank transfer to my IBAN and have no issue completing the IBAN verification process.

However, I want to be very clear withholding my full winnings over an IP address that I have absolutely no control over is not a reasonable or fair condition. I switched devices solely because your own verification system was not functioning on my computer. I have complied with every single request made of me throughout this process and I expect the same good faith in return.

Please confirm the exact steps needed to complete the IBAN verification so this can be resolved without any further unnecessary delay.

Dear Jana and Mystake,

I have sent an email for mystake to verify my Iban to allow me to withdraw. Please confirm when i can proceed.

Hello,

They are our requirements to guarantee that third parties are not utilising the account.

Regards

My Iban is verified now. I received an email from mystake confirming but withdraw still locked.

Dear MyStake Casino representative,

I hope this message finds you well. I would like to inquire about the timeline for the player to withdraw their funds, given that their IBAN has been verified. Thank you for your continued support and assistance in this matter.

Thank you so much for the help I could withdraw today. If i get paid you can close the complaint resolved.

Dear Debscountyse,

thank you for the update. Please keep us informed when you receive your funds.

We hope this email finds you well.

We understand that this process may feel a bit inconvenient, and we truly appreciate your patience and cooperation. For security reasons, we kindly ask that you access your account using the same IP address (network) that was previously used, and provide a selfie as part of the verification process when requesting a withdrawal.

This step helps us ensure that your account and funds remain safe and protected.

Once this requirement is completed, you will be able to submit a withdrawal request successfully.

If you experience any difficulties or have questions about this step, please do not hesitate to contact us.

Wishing you a pleasant day.

Dear Abbey,

We hope this email finds you well.

We are deeply sorry for the confusion and any miscommunication this situation may have caused. 

We truly understand how important it is for your withdrawal process to go smoothly, and we appreciate your patience.

To proceed successfully, we kindly ask you to ensure that when making a withdrawal, you are logged in using the same IP address/device that was used during your selfie verification process. This is necessary for security purposes and to avoid any further issues with your request.

We sincerely apologize for any inconvenience this may have caused and truly appreciate your understanding and cooperation.

Should you have any further questions or need assistance, please do not hesitate to contact us.

We hope you have a wonderful day.

—

Best regards,

Ophelia / Support Agent

Dear Jana and MyStake,

Thank you for your response. I want to address the IP address issue as clearly as I can.

I am not a technical person and I have no way of knowing or controlling what IP address I connect from. When I completed the selfie verification, I believe I used my mobile phone which was connected via my Spanish SIM card.DUO SIM That is the only explanation I have for why the IP address recorded at that time looks different.

However, I have looked into both IP addresses and both are from the exact same provider, Orange Espagne SA, in the same city, Madrid, Spain. They are in the same IP range, which is 100% proof that this is the same device and the same person. This is not someone connecting from a different country or using a VPN this is simply how mobile internet works, where the IP can shift slightly but remains within the same range.

I am willing to do whatever additional verification is required to resolve this. I have nothing to hide and I want to cooperate fully. All I ask is that MyStake act in good faith and allow my withdrawal to proceed.

144.dynamic.orange.es ( this I think it means its dynamic)

Hello,

The player can withdraw the funds according to our limits.

Kind regards

Dear Debscountyse,

please proceed with the withdrawal process and keep us informed when you receive your funds.

Dear Debscountyse,

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.

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,
Jana
Casino.Guru

Dear Debscountyse,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru