MyStake Casino - Player's winnings have been confiscated and account closed.

Complaint Summary

The casino confiscated my winnings of approximately $1,200 CAD and blocked my account, citing alleged violations of its Terms and Conditions. However, the casino has refused to specify the exact rule breached, the conduct involved, or any supporting evidence, despite multiple requests.

Detailed Description

After accumulating winnings of approximately $1,200 CAD, I received an email from MyStake stating that my account allegedly violated Section 10 of their Terms and Conditions. Later correspondence expanded this claim to Sections 9 and 10, again without identifying any specific subsection, conduct, transaction, or evidence.

I repeatedly requested clarification, including:

which exact subsection was breached

what actions or gameplay were considered non-compliant

the dates and times of the alleged violations

The casino explicitly stated multiple times that it is "unable to provide further details."

After I formally disputed this, the casino stated that the matter was under "compliance review" with no timeframe, while still refusing to provide any factual explanation. No verification documents or corrective steps have been requested from me.

I deny engaging in any fraudulent activity, bonus abuse, multi-accounting, or prohibited play.

In my view, relying on a broadly discretionary anti-fraud clause while refusing to explain the allegation is unfair and prevents any meaningful defense.

What I Am Requesting

I respectfully request that the casino:

Clearly identify the specific subsection(s) allegedly violated

Provide the factual basis or evidence for the decision

Restore the confiscated winnings if no substantiated violation can be demonstrated

I am requesting Casino Guru’s assistance in mediating this dispute, as the casino has refused to clarify the grounds for confiscation privately.

Attachments

Emails from MyStake citing Sections 10, then Sections 9 and 10

Emails stating that no further details can be provided

Email stating the case is under compliance review with no timeframe

Relevant Terms and Conditions (Section 10)

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Dear bluw,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation regarding the confiscation of your winnings and the blocking of your account.

Thank you for already providing some communication and screenshots. To better understand the case and determine how we can proceed, I kindly ask you to clarify a few additional points:

• Could you please confirm the exact date when your winnings of approximately $1,200 CAD were confiscated and when your account was blocked?
• Have you ever successfully withdrawn funds from this casino before? If yes, please specify when and in what amounts.
• Do the emails you received mention whether the alleged violations relate to gameplay, bonuses, payment methods, or account activity in general, even if no specific subsection was provided?

If you have any additional emails, chat transcripts, or screenshots that were not yet shared, you may forward them directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Petronela,

Thank you for your response and for reviewing my case.

Please find the requested clarifications below:

Date of confiscation and account block

My winnings of approximately $1,200 CAD were effectively confiscated and my account blocked in late November / early December 2024, when I was informed that withdrawals were not possible due to alleged violations of the Terms and Conditions. I formally contacted the support team regarding this issue on December 2, 2024.

Previous withdrawals

Yes, I have successfully withdrawn funds from this casino before. Most recently, I was able to withdraw approximately $40, which the casino later confirmed was successfully processed. This withdrawal occurred after the alleged violations were mentioned.

Verification history

On October 2, 2024, I received an email from the casino requesting video verification. No deadline, follow-up reminder, or further instruction was provided afterward.

In November, I was informed that withdrawals were not possible, but no renewed verification request or clarification was issued at that time. When I contacted support on December 2, the matter shifted to alleged Terms and Conditions violations.

Nature of the alleged violations

The emails I received do not clearly state whether the alleged violations relate to gameplay, bonus usage, payment methods, or account activity.

Over time, the casino has referenced multiple different sections of the Terms and Conditions, initially Section 10, later Sections 9 and 10, and most recently Section 12 (Withdrawal and Refund Policy), without identifying any specific subsection, conduct, or evidence supporting the allegations.

Additional communication or evidence

Some earlier emails from November were unfortunately deleted due to email storage limits. However, I have provided all remaining relevant correspondence currently in my possession and am happy to forward the full email thread, including the most recent compliance communication, directly to the address provided.

At no point was I informed that my account had definitively failed verification, nor was I given a clear opportunity to complete or re-complete verification before the confiscation of winnings. At the same time, the casino confirmed that withdrawals were successfully processed, which appears inconsistent with the application of Section 12.

To date, the casino has repeatedly stated that it is "unable to provide further details," while maintaining the confiscation of my winnings.

Please let me know if any additional information would be helpful. I appreciate your assistance and look forward to your guidance on the next steps.

Kind regards,

Malik

Hi Malik,

Thank you for your detailed reply and for providing all the clarifications so far. I’m sorry this situation has escalated in such an unclear way.

Before we move forward, I would like to confirm just two additional points, as they may be relevant to how we proceed:

• When you generated the winnings of approximately $1,200 CAD, were you playing with or without an active bonus? If a bonus was active, please let us know which one and how it was obtained (for example, via email offer, account activation, or promotion page).
• You mentioned that the casino requested video verification back in October 2024. Did you ever attempt to complete this video call or receive any link, instructions, or appointment from the casino regarding how to proceed?

If you have any screenshots or additional messages regarding bonuses or video verification attempts, you can upload them here or forward them to petronela.k@casino.guru.

Thank you in advance for your reply.

Hi Petronela,

Thank you for your follow-up. I would like to clarify and correct one important point regarding the verification process.

Regarding video verification, after I submitted the video, my ID, and all the written information requested (all of which was accurate and related to my account), I was informed by the casino that I had not followed their rules. However, no specific issue or discrepancy was explained to me, and I was not given an opportunity to correct or redo the verification.

I was then informed that I could withdraw the remaining balance of approximately $40, after which my account would be closed. This withdrawal was later confirmed by the casino as successfully processed.

To clarify:

I did complete the video verification and submitted all requested documents

I was not told what rule was violated, what information was allegedly incorrect, or why the verification was considered insufficient

I was not offered a chance to re-verify or correct anything

Despite this, withdrawals were allowed and processed

Regarding bonus usage, I confirm again that the winnings of approximately $1,200 CAD were generated without any bonus. I did not use a welcome bonus, promotional bonus, or free spins. All gameplay was done with real money only.

I hope this clarification helps. Please let me know if any additional details would be useful.

Kind regards,

Malik

Dear bluw,

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, Kubo (jakub.m@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.

Dear bluw,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from MyStake Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear MyStake Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Hello,

We deducted wins and 20% of the deposit from the user's account after he detected document falsification and used another person's information.

We will send you detailed information via email.

Kind regards

Hello bluw,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear MyStake Casino,

Thank you for your prompt clarification and for providing additional context regarding this matter.

Dear bluw,

The casino has submitted clear evidence indicating an attempt to present verification documents that belong to a third party. This action represents a significant breach of the Know Your Customer (KYC) policy, as well as the standard Terms & Conditions expected at online casinos.

Given the seriousness with which we approach fraudulent behavior, we regret to inform you that we will not be able to continue the investigation of this complaint, and it will be rejected as unjustified.

We strongly recommend utilizing your own identity and official documents during all verification processes on any online platform to prevent such issues.

Thank you for your understanding in this matter.

Best regards,

Kubo