The player from Venezuela reports that MyStake Casino has confiscated his winnings of 390,000 VES and restricted his account, citing violations despite having received confirmation of successful verification from their KYC department. He seeks mediation to restore his funds and allow for withdrawal, believing this to be an error.
MyStake Casino - Player's winnings have been confiscated.
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Waiting for Casino Guru to reply
5d 3h 33m 58s
MyStake Casino
Safety Index 9.7 Very highCase summary
Discussion
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3 days ago
MyStake Casino has unjustly confiscated my winnings of 390,000 VES and restricted my account, claiming a violation of terms 9 and 10 regarding identity documents. However, this is a complete mistake by the casino. My account was officially and fully verified by their own KYC department. I received an official confirmation email from their agent, Lucas (KYC Team), explicitly stating: "The provided video has been successfully verified." Despite this official approval, another agent named Marcus deducted my balance and wiped out my funds. I have fulfilled every single verification requirement, and I have irrefutable proof of their official confirmation. I ask Casino Guru to mediate so MyStake restores my legitimate balance and allows me to withdraw my funds.
As a senior citizen who loves games—and given that we aren't into cheating—I hope this is just a mistake that could happen to anyone.
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2 days ago
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.
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2 days ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Is there any chance that someone from your household or using the same IP address also created an account at this casino?
- Did you use any VPN or IP-masking software to alter your real location while accessing the casino website?
- What types of games did you play to accumulate your winnings?
- Did you use any shared device or a shared internet connection while playing at this casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
