MyStake Casino - Player's winnings have been confiscated.

Hello CasinoGuru Team,

I am filing this formal complaint against MyStake Casino following the unfair confiscation of €10,763 from my account balance.

My account is fully KYC verified. I have only ever used one payment method in my own name and I have acted in good faith at all times. Recently, MyStake informed me that I had allegedly violated Sections 9 and 10 of their Terms and Conditions. However, they have refused to provide any evidence or details regarding these accusations.

The facts are as follows:

1. Massive Fund Seizure: The casino has confiscated €10,763, which includes my legitimate winnings and a 20% deduction from my personal deposits. A 20% "transaction fee" on deposits is predatory and contradicts their own policy, which states they should "pay back the remaining deposit to the Player."
2. Lack of Transparency: Despite my formal request to the Compliance Department, the casino explicitly stated: "Unfortunately, we are unable to provide further details regarding the specific violation." Seizing over €10,000 without providing any factual evidence is unacceptable.
3. Additional Unauthorized Deduction: To make matters worse, I discovered yesterday that a further €340 has been removed from my remaining balance without any explanation, while the dispute is ongoing.
4. Full KYC Compliance: My identity was strictly verified and validated by MyStake before this issue. I am the sole owner and user of this account.

I have already attempted mediation via AskGamblers, but given the amount involved and the predatory nature of the deductions, I am turning to CasinoGuru for a thorough investigation. I am requesting the full restoration of my balance, including the €10,763 initially seized and the €340 recently removed.

I am ready to provide all my communication logs and screenshots of my verified status to your team.

Thank you for your assistance.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear fdc06340,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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

Petra

Dear Petra,

​Thank you for your reply. Here are the answers to your questions:

1. ​Household/IP: No, no one else in my household or using my IP address has an account on MyStake. I am the sole user of this account.
2. ​Games: I played many different types of games across the entire platform. My activity was diverse and followed the standard rules of each game.
3. ​Bonus: I have never used any bonus on this account. All my winnings were accumulated exclusively with my own deposited funds (real money).

​As mentioned in my initial complaint, I have strictly followed all terms of service, and the casino has yet to provide any evidence to justify the seizure of €10,763.

​Thank you for your assistance.

​Best regards,

Thank you for your reply and for providing the previous details, fdc06340.

• Have you received any prior warnings or notifications about potential violations on your account?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear fdc06340,

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 Petra,

​Thank you for your follow-up.

​To answer your question: No, I have never received any prior warnings or notifications regarding any potential violations. My account was in good standing until the funds were suddenly seized without any prior notice.

​As requested, I am sending all my email communications with the MyStake Compliance Department to your email address (petra.h@casino.guru).

​I am also attaching several screenshots from my account, including:

• ​Proof of my fully verified KYC status.
• ​My transaction history showing the initial seizure of €10,763.
• ​Evidence of the additional €340 deduction that was recently taken from my remaining balance.

​These documents clearly show that the casino is making arbitrary deductions while refusing to provide any factual evidence of the alleged violations.

​I am sending all these files to your email right now.

Please let me know if you need any further information.

​Best regards,

Dear fdc06340

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 Igor (igor.p@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.

Kind regards,

Petra

Dear fdc06340,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the MyStake Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a MyStake Casino representative to join this conversation and participate in resolving this complaint.

Dear MyStake Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hello,

The user has multiple IP addresses (VPN) and device connections with another user. Both accounts share the same address and sports bets. The account has been closed due to violations of T & C 9 and 10th parts. All winnings and last deposit -20% deducted.

We will send additional documents via email.

Kind regards

Dear MyStake Casino,

Thank you very much for the information and evidence you provided.

I have sent a request for further clarification via email.

Please respond at your convenience.

Dear Petra,

​I strongly contest the allegations made by MyStake. The casino is using vague technical excuses to avoid paying a legitimate withdrawal of over €10,000.

1. ​Regarding the "other user" and "device connections": I am the sole owner and user of my account, my device, and my funds. MyStake’s claim that my account is linked to another user is a common tactic used to justify the confiscation of winnings when a player wins a significant amount. I challenge the casino to provide concrete evidence that I do not own or control my account exclusively.
2. Regarding the VPN/IPs: MyStake's terms do not strictly forbid the use of a VPN for privacy. Many players use dynamic IPs or VPNs for security reasons. This does not prove any fraudulent intent or violation of fair play.
3. ​Regarding the Sports Bets: Betting on popular sports events is what every sports bettor does. Similar betting patterns on major events are not proof of collusion; they are simply a result of following the sports market.

​Crucially, I want to emphasize that MyStake has admitted to seizing 20% of my deposits. This is a direct theft of my personal capital. Even if they had "suspicions," their own policy states they should refund the deposits. Keeping 20% as "fees" is an abusive and predatory practice.

​I have provided all my KYC documents and I have been fully verified. I am a legitimate customer and I expect the casino to honor my winnings.

Dear all,

I would like to inform you that the conversation with the casino is taking place outside of this thread.

I have requested further information from the casino.

Once I have all the required evidence, I will share my findings with you.

I apologize for the inconvenience.

Hello Igor,

All the information is provided by email.

Kind regards

Dear ${userName},

The casino has provided evidence indicating that your account was utilized exclusively for sports betting.

I regret to inform you that, since your issue is primarily related to the sports betting section of ${casinoName}, we are unable to provide the necessary assistance in this case. Unfortunately, we do not currently have a dedicated department to address issues related to sports betting, and therefore, we are unable to offer the expert perspective needed to conduct a thorough and detailed investigation of your case. If you have any further questions or discrepancies, or encounter any issues with this or any other casino, please do not hesitate to contact us again.

Thank you for your understanding.

Best Regards,

Igor