MyStake Casino - Player’s account has been frozen.

i have been a loyal customer of mystake for some time now never had any issues with depositing or withdrawing. I won max win on a slot yesterday I have two pending withdrawals. I continued to play and enjoy my winnings all of a sudden my account is frozen? Makes no sense what so ever I haven’t done anything wrong I follow all t&c and respect them as a company for always helping me out with anything I just don’t understand. Blocked from making bets blocked from depositing and withdrawals with no explanation? Also have videos showing everything not sure if it’s tech issue or something deeper

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Dear Jordan123,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Did you have any active bonus on your account, or did you use a bonus to accumulate your winnings?
• Could you please confirm whether you have successfully completed the KYC verification process?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

i had no active bonus it was with my own money and yes fully kyc complete there saying it was a glitch in a slot which they haven’t provided any evidence of I can send all my evidence over

I will also add they have removed £86,016 out of my account since my complaint that’s £80,000 for the error they say happened that never did. And £6,016 of my own money.

I have all screen shots of the emails and live chat I have also tried contacting the game provider through REEVO as the games provider has no contact details immediately available as they have taken down the website. Mystake said they have contacted them but no proof was given apart from all my winnings taken. Expecting me to just trust them and leave my winnings I kindly ask mystake to either send the evidence of the glitch to the casino guru to check over.

And I request mystake to kindly give me the details of there alternative dispute resolution appointed by GTW B.V as the license they use very clearly states they need one.

Dear Jordan123,

Thank you very much for the additional information.

Could you please send me any available evidence related to your gameplay and the disputed win, including screenshots or videos of the win, your game history or game logs, and any communication you have had with MyStake regarding the alleged game malfunction?

Please send all relevant documents and evidence to karla.m@casino.guru.

This will help us review the circumstances surrounding the disputed £80,000 win and the casino's claim that it resulted from a game malfunction.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Sent all that over thank you so much for helping.

Since I sent the evidence I have not received a reply from mystake or the game provider about what caused them to withdraw my funds and leave me with £46, in total £86,000 was removed from my account with no good reason. And I have still not been provided with the name of the ADR service they should legally have

Dear Jordan123,

Thank you very much for your update.

Unfortunately, I am unable to locate the files you mentioned sending to me, including the evidence of your win, gameplay/game logs, and the relevant communication regarding the alleged game malfunction.

Could you please resend all the relevant evidence to karla.m@casino.guru?

Thank you very much in advance for your cooperation.

Karla M.

That’s odd? I have sent them over again

Dear Jordan123,

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, Michal K., (michal.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,

Karla Mayfly

Hello Jordan123,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino,

Could you kindly clarify on what grounds the player's winnings were voided and provide us with the evidence supporting this action?

Additionally, we would appreciate your explanation as to why, according to the player, their real money funds were also confiscated, leaving only £46 in the account balance.

Furthermore, could you please confirm your designated ADR service? As the player rightly pointed out, this is mandatory for all Curaçao-licensed casinos under the relevant regulations.

We look forward to your response.

If there are any relevant circumstances in this case that cannot be disclosed publicly, I would appreciate it if you could share them directly with me at michal.k@casino.guru for independent review.

Thank you in advance.

As you can see the max win wasn’t the only bet I made on hot reels I highly doubt the game malfunctioned multiple times. You took my £400 win my £8400 win and my £80000 win and still claimed it was all a malfunction. In the email I received they said the £80000 win was a malfunction which it wasn’t but they also took my £8400 win and £400 these two wins are before the max win? Explain that one

What happens if mystake fail to respond? How will I get the name of the ADR? I want my fairly won winnings.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

An email I received out of the blue this morning from the head of compliance fingers crossed things are moving in the right direction. I just hope they reply on here.

Dear Jordan123,

Thank you for the update. Although the casino team has not yet responded to me directly, I am pleased to hear that your case is under active review.

So far, we have been able to clarify or resolve every complaint we have received regarding MyStake Casino, and I trust that your case will be no exception.

I hope the casino will provide a meaningful update within a reasonable timeframe.

it is a step in the right direction michal, I just hope they can solve whatever has caused this unnecessary situation. I won simple as that no way around it I have all bet IDs and I am also in contact with the games provider esoterica. All transaction history from the game and all bets made including times amount and wins everything is documented. They can also see this within the systems. I would also like to ask why mystake have removed esoterica games from the game library after my win? Like I said I respect mystake I have made many deposits and withdrawals and enjoyed every minute of my entertainment with them I just don’t know why now when I won big I get my money removed.

I think we can safely say that mystake casino won’t face this case due to the lack of evidence they have to support taking my money from me. I trusted mystake when the odds said not to and what do us loyal customers get? Silence and ignorance they turnover £1.8 billion a year and still find stealing is a necessary tactic? It’s sad and embarrassing I will be taking this further even if it means a court hearing.

Dear Jordan123,

I understand your disappointment. It is particularly regrettable that the casino team has not responded to me, especially as we have communicated with them successfully in the past.

We always make every reasonable effort to contact the casino and encourage its participation in resolving a complaint before considering an Unresolved outcome. I will therefore reach out through several additional contacts we have for the casino, and I remain hopeful that this will result in a response.

I will extend the timer by a few additional days to allow the casino team to respond and engage with the complaint. If no reasonable progress is made despite this extension, I will close the complaint as Unresolved, which will negatively affect the casino’s Safety Index rating.

Greetings

Hope you are well.

Please note that, the descision was made after careful investigation, the details has been provided to email.

Best regards

Thank you. I have not received the detailed reasoning referred to in this response.

I would respectfully ask Casino Guru to ensure that MyStake provides the full reasoning and evidence supporting its decision, rather than simply stating that the matter was investigated.

In particular, I ask MyStake to address the specific evidence I submitted, including the £400 win, the £8,600 win and the £80,000 win, and to clearly explain the contractual, technical or other basis on which they believe these winnings are not payable.

I would also ask that the transaction/game history supporting these wins is considered as part of the review.

I remain willing to provide any further information required and would like the complaint to remain open until MyStake’s reasoning and supporting evidence have been properly reviewed.

Thank you, MyStake Casino Team, for providing the relevant information and supporting evidence.

It would, however, have been preferable for these materials to have been submitted at an earlier stage, as this would have enabled a more timely assessment and avoided unnecessary delays in concluding the complaint.

I trust that any future player complaints will be addressed through our complaint-resolution process in a more timely and effective manner.

Dear Jordan123,

I appreciate that this situation has been frustrating and that you may not agree with the casino’s conclusion. I have therefore carefully assessed all the information and supporting evidence provided, including the relevant gameplay records and the technical information concerning the affected game.

The evidence confirms that the game was affected by a technical issue involving functionality that was not intended to be available during ordinary gameplay. It also supports the conclusion that the disputed winnings resulted from the deliberate use of this unintended functionality rather than from legitimate gameplay or an ordinary game outcome.

While the technical issue originated on the provider’s side, winnings obtained through the deliberate exploitation of such an issue cannot be considered valid. Based on the evidence available, the casino therefore had reasonable grounds to apply its Terms and Conditions and void the affected winnings.

I understand that this is not the outcome you had hoped for, and I am sorry that we cannot provide a more favourable resolution. Nevertheless, following our independent review, it was confirmed that the winnings credited to your account during that period were not valid.

For the reasons set out above, we now have to close this complaint as Rejected.

You certainly have the right to disagree with this conclusion.

Should you believe you have valid reasons to pursue this further, you can contact the casino ADR service or the relevant body in your jurisdiction. The casino has confirmed to me that their official ADR provider is CADRE (File a Claim (International) – CADRE)

If you receive a decision, please forward it to me at michal.k@casino.guru, and I will be happy to review it.

Should you encounter issues with this or any other casino in the future and will be willing to fully cooperate with the investigation process, we will be happy to assist in the scope of our role as an independent dispute mediator.

Kind regards,

Michal

Casino Guru