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.