MyStake Casino - Player’s account is closed without explanation.

opened an account with mystake, deposited money and requested to withdraw. Without warning, my account was suddenly blocked on 30/09/25, and I was given no clear reason or explanation.

I contacted support and asked for clarification, but so far I have not received a satisfactory response. My funds are still locked, and I have been left in the dark about why my account was restricted. I have uploaded all of my documents and would like to request immediate withdrawal of my funds

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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?
• Did the casino inform you of any reason why your account was 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?
• Could you please share with me your communication with the casino regarding the issue? 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

Hi Thomas,

i have sent you all correspondence of emails between myself and mystake i hope this helps.

Hello Tomas,

Thank you for your response and willingness to help. Please see my answers below:

How long I was a player / when account was blocked:

I registered and started playing at MyStake approx 1 month ago. My account was blocked on 30/09/25.

Reason given by the casino:

The casino didn’t provide any correspondence to begin with I verified myself to begin with as I want to initially withdraw my balance, after this they blocked my account because they said violated their terms to which i copied you into an email with.

Games I played to build my balance:

I mainly played slots.

Whether a bonus was used:

I did not use a bonus.

Communication with the casino:

I have already contacted MyStake via live chat/email. They told me they are completing internal checks which may take 6 months which is unacceptable and I request urgent release of my balance, I even told them I am happy to do a full KYC check to ensure ownership of the account. I have sent you forwarding the email transcripts for your review.

I note that they have stated the review may take up to 6 months. I find this delay unacceptable, as I have cooperated fully and provided all requested information. I therefore expect my funds to be released without unnecessary delay, and I will continue to follow this matter closely until resolved.

Any update?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Ok thank you I have copied you into the emails

Hello there,

Thank you Chev for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MyStake Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

Hi Peter

great thank you and I couldn’t tell you why they haven’t discussed but I have copied Tomas into the emails between myself and mystake, I would rightfully like to receive my winnings and balance fairly.

thank you

Chervyone B***

Dear Peter,

Please confirm you have received email from our side.

Best regards

Thank you for the update MyStake Casino representative. I have not received any email yet. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi,

I have now copied you into the emails

thank you

Hello,

The user has a duplicate account, which is noticed in risk deposits. We will send you further details via email.

Regards

Thank you for the update MyStake Casino representative. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi when can I expect my money to be returned please

Hello,

All the information is provided via email.

Thank you for providing me with the information MyStake Casino representative.

Dear Chev, The casino has provided us with evidence indicating the existence of multiple accounts, as well as reports of chargebacks associated with your activity. Regarding the multiple accounts, it is an industry standard that each player may only open a single account in their name and operate it solely with their own funds. As the evidence clearly demonstrates a violation of this policy, the casino acted within its rights to close all accounts linked to your identity.

In addition, the chargebacks reported constitute serious breaches of industry rules and are considered fraudulent activity. Such actions not only undermine the integrity of casino operations but may also result in blacklisting across the wider gaming industry. We strongly advise against engaging in such practices under any circumstances.

Taking all of this into account, we believe that the measures taken by the casino were fully justified. Accordingly, we have reviewed your complaint in detail and must respectfully reject it. We appreciate your understanding in this matter.

Kind regards,

Peter