MyStake Casino - Player’s winnings have been confiscated.

Hello,

im writing this review with mixed emotions. Very sad and angry. I deposited 200€ and 75€ on my account there, i played some casino and normal bets. Suddenly, they limit me to a minimum 5 bets per ticket, then i ask for a withdrawal. They don't have Skrill option, which i dont get if deposited via Skrill. I ask them on chat, they say withdraw with other options, i withdraw then via crypto 309€. After 2 days of waiting, they deduct 249,13 from my account and left me 60. I got an email that i breached terms 9,10,12 and they dont provide any proof of that. I asked them via live chat, and they just said the same. Breach of T&C. No explanation, no evidence. The account is fully verified, and KYC has been completed.

And I swear i didn't do anything wrong, i played from my pc, tablet, and phone. 

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Dear player, 

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

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Are there any other people who have access to your devices, or are you the only user?  
• Have you used payment methods issued in your own name only?
• Could you please advise if you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Natalia 

Hello,

no, nobody has made account in my household by mystake.

Im the only user for my devices, and i have connected with multiple devices on same account.

I only used Skrill payment thats registered on my name.

I have passed KYC, all was good and they didnt ask for any more documents.

I didnt use any bonuses.

Kind regards

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much for your cooperation. 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.

Hello there,

Thank you lucky7878 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 winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Hello Peter,

The reason for confiscation was violation of our T&C P9,10 and 12.

Specifically connection to another account.

I would like to go in details with you in this matter via email.

Best 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!

Hello,

The player is noticed with crossing IP address and devices with anothe user, we will send you the details via email.

Regards

Hello,

i used friends phone to log in to account. Is that ilegal? I did KYC and proved that im real person and you verified my account. Just pay out the money that i fairly earned and you can close my account then if you want. But the money belongs to me, and you should pay it fairly.

Kind regards

Dear MyStake Casino representative, I have responded to your email and I await your response!

Dear lucky7878, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello,

We investigated the issue step by step, and we decided to refund the user.

Kind regards

Thank you very much for the update MyStake Casino representative.

Dear lucky7878, We will keep this complaint open until you confirm your refund has been received. Please keep me informed about any further developments.

Until the refund is processed, the player must pass the video verification.

Kind regards

Hello,

Documents for verification were sent to the mystake email. Waiting for approval.

Kind regards

Hello,

i got all the money.

Issue resolved.

Thank you very much

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear lucky7878,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter