MyStake Casino - Player's winnings have been confiscated.

Subject: Unauthorized Confiscation of €2,000 Winnings (Username: Tommyvegas02317)

Complaint Details:

I am filing a formal dispute against MyStake Casino for the unauthorized removal of €2,000 from my account balance on 10/08/2026 at 11:59:11, labeled in my ledger as an "Admin CashDesk Withdraw".

Key Facts:

Pure Cash Session: My session was funded entirely with a raw cash deposit. I did not opt-in, activate, or play with any bonus or promotional balance.

The Casino's Stance: MyStake support (Agent Daisy) claims the €2,000 was removed due to a maximum cash-out limit on "bonus-related gameplay." They also claim they made an "exception" to let me keep €1,000.

My Counter-Claim: Because I played with pure cash, applying a restrictive maximum cash-out cap retroactively is a predatory and unfair practice.

My Demands:

I challenge MyStake to publicly provide the exact promotional log, opt-in timestamp, and technical proof showing a bonus was active during this specific cash deposit. If they cannot produce this concrete evidence, I request that the confiscated €2,000 be immediately restored to my balance or paid out to my original payment method

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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 access your bonus history and provide a screenshot of bonuses active on your account from the applicable period?
• If there is any other evidence to submit, please post screenshots here or send the information to my email at tomas@casino.guru

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

it seems there were dozens of bonuses and all cancelled. Very strange site this. You can go an look if want

there seems to be loads of bonuses, cancelled etc.... at no time was it stated this was a bonus

Thanks for the explanation.

Are there any details regarding bonus activation and bonus cancelation from the period relevant to your case?

From the screenshots you provided, it's impossible to establish a timeline of events about when you deposited, which bonuses were active, and when.

Thanks in advance for your cooperation.

I doesn't show any times or dates that I can see?? How do i find this out? Shall I ask AI to not waste your time coming back amd forth? 🤣🙄

Could you please share your communication with the casino where you asked for your game history?

If the casino has already provided you with a game history, please forward it to me for review.

If the casino refused to provide it, please send the relevant communication to me for review.

My email is tomas@casino.guru

this was their reply. Don't know what else to do

Hello Tommyvegas02317,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi, this is totally understandable and I appreciate you contacting me and keeping me up to date. Tomas has been great so far 👏

Dear Tommyvegas02317,

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, Stefan (stefan.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.

Kind regards,

Tomas

Thank you very much Tomas... and good luck Stefan 👍

Dear Tommyvegas02317,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from MyStake Casino to join this conversation and assist in addressing the complaint.

Dear MyStake Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Greetings,

I hope you are well.

Please note that the player had an active 50% Weekend Reload Bonus at the time. According to the terms and conditions of this bonus, the maximum amount that can be withdrawn from the bonus funds is 10 times the bonus amount.

In this case, the player was eligible to withdraw a maximum of EUR 220, as the bonus amount was EUR 22. However, as an exception, we allowed the player to withdraw EUR 1,000.

The remaining funds were deducted as excessive winnings. Please note that this procedure is outlined in the bonus rules available on our website.

We will provide proof of the deducted funds and the withdrawn amount via email. This documentation will also confirm that the player realized the bonus and funds were from it.

Thank you for your understanding.

Dear Tommyvegas02317,

After reviewing the casino’s terms and conditions and the evidence provided, we have concluded that the casino acted in accordance with its terms. As a gesture of goodwill, the casino agreed to pay you €1,000 instead of €220.

Could you please confirm whether you have received the €1,000 payment?

I look forward to your response.

Dear Tommyvegas02317,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru