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

My account at Mystake is being permanently closed after i withdraw my deposit when my account balance was 3422$ The casino cites a violation of Article 10 of its Terms & Conditions but has never said which part of Article 10 I breached or what evidence it holds.

I submitted three verification videos in the last three days, each recorded personally by me with no third-party involvement. Support later stated that a third party was involved, which is false.

On the 28th Sep I emailed management asking for (1) the exact clause I allegedly violated, (2) the evidence, (3) the basis for the third-party claim, The reply from "Jonny" on the 28th sep only repeated that the decision is final and did not answer any of these questions.

I am asking the casino to justify the closure with specifics and to return all remaining balance, including winnings of 3422$.

I made a deposit of 300 and got the same as a bonus and won 3422$ which should be paid out to me not just my deposit return as i have completed the videos not a third party that they claim.

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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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• 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? Which one?
• 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 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

Dear Tomas,

I only opened my account last month ( a week or so ago), deposited 300€, Received a 300€ bonus, played slots and won. I learned of confiscation of winnings the following day after they asked me to complete 3 video verifications.

I will now email you all the information I received from Mystake casino.

Thank you fore your help,

Nomkhosi

Thank you for sending me the correspondence and videos.

After reviewing the supplied material, I must reject your complaint because the video verification was not completed independently as requested.

In the September 26 recording, both of your hands are occupied with the paper and identification document while the camera changes position and moves closer. This indicates that another person was operating the camera, contrary to the casino’s instruction to record the video yourself in selfie mode.

Independent participation is an important verification requirement. Although you submitted further recordings, the casino is not obliged to offer additional attempts after third-party involvement in the verification process.

Based on the evidence provided, we cannot support your claim for the confiscated winnings.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Tomas