MyStake Casino - Player's account remains under review and funds are blocked.

My account is fully verified. I've been using it in various sections of the Mystake Casino website.

Over a month ago, I received an email stating that my account was under review. Since then, I've sent them numerous emails asking for explanations, asking for ways to file a complaint, and asking for company information. From the start, they always respond with the same generic message stating that my account is under review and that they have no further information.

It's obvious that they are violating several legal articles, and I mentioned them in my messages and let them know.

They ignore me, they don't give me any explanations. They won't let me withdraw my funds or use any services, including casinos, betting, or anything on their website.

Dear Giorgilio,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

I played live roulette and sports betting.

There is no relevant information.

Everything was won without a bonus, no bonus was requested.

Thank you!

Thank you very much for your reply, Giorgilio.

To better understand your case and determine how we can assist you, could you please clarify the following:

• When exactly did you last have full access to your account (e.g., could log in and use the site normally)?
• Have you ever successfully completed a withdrawal from MyStake Casino in the past?
• Have they asked you to submit any new documents or perform any additional verification steps since the review started?

If you have any screenshots of your communication with the casino — even if they are generic responses — feel free to forward them to petronela.k@casino.guru.

Looking forward to your reply so we can proceed with your complaint.

The last time I had access to my account without this money freeze was around May 17, 2025.

I didn't complete any withdrawals. I tried one before the mentioned date, but it was rejected. I was asked for more documents, including a photo of my bank card. I sent it, but they wouldn't let me request any more withdrawals.

Since the review began, they haven't asked me for any more documents, they haven't asked me for anything. They just keep saying that the account is under review and they never answer my questions or give any other explanations.

I just sent you to the email mentioned above some of the email chains I had with mystake-

Thank you very much for your help!

Dear Giorgilio,

Thank you very much for your detailed reply and for forwarding the email exchanges — this helps a lot.

I want to let you know that we will do our best to assist you with this matter. However, please keep in mind that if the issue turns out to be mainly related to sports betting activities or betting disputes, we might not be able to help you further, as our Complaint Resolution Center does not handle complaints specifically about sports betting outcomes or disputes.

I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hi, I don't know about betting settlements, so I have no complaints about that. It's more about the money I deposited into the account, which they won't let me withdraw or use.

Also, in live roulette, after placing a bet on a number or color and having it accepted, while the roulette is in motion my selection is canceled and I am prevented from playing.

Hello, Giorgilio,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the user's situation in more detail?

What is the estimated time frame for finishing the review of the account? What is the current status of the review?

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hello,

The investigation has been finalised. The user has been identified as having a connection to other users. Consequently, the account has been closed, and the winnings, which include 20% of the deposit, have been forfeited. The player has the option to withdraw the remaining quantity.

We will send you proof via email.

Regards

That is unacceptable!

They can't legally take my money or my livestock.

There is no excuse for stealing my money.

This will not remain like this.

Yes, I know people who use MyStake Casino, in fact an acquaintance recommended this site to me.

And after watching sports on TV, several family members wanted to place some sports bets, and each of us set up our own account so that each of us could use our own account with our own money and our own way of playing.

We've never been at the same casino gaming site at the same time, at the same table, or at the same time. We've never breached any of the casino's terms and conditions, even though many clauses are unfair, and a judge would determine this as well.

As a family, we've obviously connected from the same home internet or one of the common household devices like a computer or tablet, but we still haven't broken any rules. Each of us uses our own account and each of us deposits the money we want from our own bank.

In the end, it's just another account, just like we have in other games, with or without money, a Netflix account, an Instagram account, etc. These are personal things for each person, and everyone uses their own.

I remain firm in my request for the return of the more than €300 that has been removed from my MyStake Casino account balance.

That position is unshakeable. I've already consulted with my lawyer, and after reviewing the case, he also agrees with me.

Thanks CasinoGuru team for the help.

Besides, now I see that my account is blocked and I can't access it either.

Dear Giorgilio,

Thank you for the additional information.

While I am waiting for more details from the casino outside the thread, can you provide us with the following:

• What type of games did you play at MyStake the most, or from which type of games did you accumulate most of your disputed winnings? Do I understand it was from sports betting?
• Is it possible you there were more than 1 account playing from your household, using the same internet connection/IP and the same device (at any time) to access the MyStake Casino website?

Thank you.

What I've played the most has been sports betting, mostly soccer.

More family members than ever spent the summer in the same house have been connecting from the same home, and possibly from common household devices like computers, tablets, or older phones. They're using them normally like any other account, app, or game. But never at the same time.

Dear Giorgilio,

Unfortunately, after gathering all the necessary information and details, we are forced to close this complaint as unjustified due to the following reasons:

• Based on the data from your account and the linked accounts, there are reasonable grounds to believe the rules governing the prohibition of multiple account use were breached, or at least based on the evidence and matches in the data between the accounts (which you also basically confirmed yourself), it would be very difficult or even impossible to prove otherwise
• The issue and violation relate to sports betting play and the rules governing it; as you might know, our forum deals with complaints about online casinos only, and we currently do not handle sports betting-related cases, nor do we have enough insight to take on this kind of issue

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

However, please note that there are strict rules, probably in all online casinos, prohibiting more than 1 account from the same IP/device/household/etc or data matches (gameplay, personal details...), which serve to protect casinos from fraudulent activities and abusers, and casinos take such things very seriously. Therefore, I strongly recommend you avoid breaching these rules in any online casino in the future to get your winnings from them.

If you are not satisfied with the complaint solution, I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, to ADR, if the casino states it on its website, or directly to the authority that regulates the casino.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru