MyStake Casino - Player's winnings have been confiscated.

Description of the case

MyStake confiscated approximately €3,516 from my account on 18 April 2026, citing a generic breach of "sections 9 and 10" of their Terms and Conditions. The operator has refused to substantiate the allegation, the math of the deduction does not match what they themselves stated, and their compliance team has now confirmed permanent account closure without engaging with any of the specific points I have raised.

Key facts

1. Total deposits to the account: €7,462.

2. On 18 April 2026, MyStake support agent "Kethrine" notified me that a 20 percent corrective adjustment had been applied to my winnings and deposit-related funds for an alleged breach of sections 9 and 10 of the T&Cs, and that the account would be permanently closed following withdrawal of the remaining balance.

3. The withdrawable balance was set at €3,946. The actual reduction is therefore €3,516, which is approximately 47 percent of deposits, not the 20 percent figure the operator stated.

4. The notification did not identify the specific clause breached, the specific conduct alleged, or any evidence in support.

5. The operator extended the deduction expressly to "deposit-related funds," with no legal basis stated for retaining deposit principal.

Correspondence timeline

- 24 April 2026: I sent a detailed reply requesting (a) a full transactional reconciliation, (b) identification of the specific clauses and conduct alleged, (c) the evidence relied upon, (d) the legal basis for retention of deposit funds, and (e) compliance with a formal subject access request under Article 15 GDPR.

- 30 April 2026: MyStake support replied with a generic acknowledgement and redirected me to compliance@mystake.email without engaging with any substantive point.

- 8 May 2026: I submitted a formal complaint to MyStake compliance addressing each of the above points and reserving the right to escalate.

- 8 May 2026: MyStake compliance (Lucas Traumen) responded with a generic recital of anti-fraud clauses, no identification of conduct, no evidence, no reconciliation, and no engagement with the GDPR request. The response repeated the 20 percent figure without addressing the 47 percent discrepancy and confirmed the account is now permanently closed.

Without prejudice

I withdrew the €3,946 made available to me, expressly without prejudice to my claim over the withheld €3,516. The withdrawal does not constitute acceptance, settlement, or waiver of any kind.

What I am asking the casino to do

1. Release the withheld €3,516 in full.

2. Provide a complete transactional reconciliation of the account, showing every deposit, every wager with stake and outcome, every bonus credit and associated wagering contribution, and the precise calculation by which the withdrawable balance of €3,946 was determined, including the base figure to which the stated 20 percent was applied.

3. Identify the specific clauses of sections 9 and 10 relied upon, quoted in full, the specific factual conduct alleged to breach those clauses, and disclose the evidence on which the allegation is based.

4. Provide a written statement of the legal basis on which any portion of deposit-related funds is being withheld.

5. Comply with the outstanding Article 15 GDPR subject access request of 24 April 2026 by the statutory deadline of 24 May 2026.

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Dear Kingmarc2nd,

Thank you very much for submitting your complaint. I’m sorry to hear that about half of your balance was confiscated and your account permanently closed. Please allow me to ask you a few questions so I can fully understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you pass the verification before your account was closed?
• Could you please advise how long you were a player at the casino?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Jean

Hi Jean,

Thanks for picking this up. Answers to your questions:

Games: ordinary sportsbook and live betting only. No slots, no casino, no live dealer.

Verification: yes, KYC was fully completed during the active period of the account. No outstanding documentation requests at the time of the adjustment or account closure.

Account duration: roughly 4 months of active play before the operator's decision.

Bonus: no. The balance was accumulated entirely with my own deposited funds, no active bonus, no promotional credit.

A few points that may be useful for the file:

The amount confiscated is €3,516.00 against total deposits of €7,462.00, a 47.1% reduction. The operator stated in writing on 18 April that the "corrective adjustment" applied was 20%. A 20% adjustment on deposits of €7,462 produces €1,492.40, not €3,516. The operator's own correspondence is internally inconsistent on this, and when I raised it in writing, their compliance team did not explain the gap. They responded that the 20% figure "was not intended as a representation of the total remaining balance or cumulative deposit activity," without saying what it was 20% of.

The operator cited "sections 9 and 10" of the T&Cs but has refused to identify the specific clauses, the specific conduct alleged, or any evidence relied upon, asserting blanket confidentiality over internal methods. I served a formal GDPR Article 15 subject access request on 24 April, which they have not responded to. Statutory deadline is 24 May 2026.

The account was closed unilaterally and the available balance was withdrawn under express reservation of rights, which I confirmed in writing both before and after. The withdrawal does not constitute acceptance of the operator's decision.

I can upload the full correspondence chain (18 April notice, my 24 April reply, the 30 April deflection, the compliance response, and my reply to compliance) if it would help the review.

Thanks again

Dear Kingmarc2nd,

Thank you for the clarification.

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don’t have enough insight into this field of online gambling, we wouldn’t be able to interpret the casino’s results of the investigation and/or their explanation correctly and judge this case fairly. We don’t think that your complaint is unjustified, we just couldn’t evaluate the issue properly. We would really like to help, but it is impossible for us at this time.

Unfortunately, after gathering all the necessary information we are forced to close this complaint. I am sorry that 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 issues with casino gaming. We will try our best to help.