MyStake Casino - Player’s funds have been confiscated.

Hi, i have one bug problem. One day they sent me email.

After that, they took from me 463.7€ and they left me 80€. Can someone solve me this problem?

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 closed?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Did you achieve your winnings with the help of a bonus?
• Have you completed the video verification process already? Have you in the past provided any documents to the casino for verification?

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

Hello,

I have been playing since the beginning of September, so it will be less than a month. I mostly played only bets and I bought one bonus in the casino. I did not achieve any winnings using the bonus. And I sent them all the documents they wanted.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello bestpeto,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

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

Dear MyStake Casino,

I would appreciate it if you could clarify why the player's KYC process was not concluded successfully and what the status of their video verification is. If there are any factors influencing this matter that may not be suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

Hello

Dear Michal, I have shared information directly to you

Best regards

Thank you for your email, MyStake Casino.

Dear bestpeto,

I have received information from the casino team indicating that the KYC process, which includes video verification, has been successfully completed and that you have already withdrawn your winnings. Could you please confirm this?

Dear bestpeto,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear bestpeto,

Although the matter seems to have been clarified/resolved, and you have withdrawn the funds as we have been previously informed by the casino team, we have not received confirmation from your side regarding whether the case can be marked as resolved or if you require further assistance. Due to your lack of response, we unfortunately must proceed with the closure of this complaint as rejected.

We sincerely appreciate the cooperation of the casino team throughout this process.

Should you encounter any further issues with this or any other casino in the future, please don’t hesitate to contact us—we’ll try our best to help.

Best regards,

Michal

Casino Guru