MyStake Casino - Player's winnings have been confiscated.

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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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

Dear Verónica,Thank you for taking my case.

Here are the answers to your questions:

- No, there is no possibility in my home. No one else in my household has ever created an account at this casino. However, please note that I live in Venezuela inside a residential building. In our country, internet providers use strictly dynamic IPs that change constantly, and due to local infrastructure issues, entire buildings or communities often share the same external network routing, central switches, or public Wi-Fi access points. Because of this, I cannot be certain if other people in my building also access this casino, but I am the only gambler in my apartment.

- No, I have never used a VPN or any IP masking software. I always access the website through my normal local connection.I accumulated my winnings exclusively by playing Roulette.

- No, I do not use shared devices. I only use my personal mobile phone. But as mentioned before, the internet connection cycles IPs dynamically due to our country's network provider systems and the shared residential building infrastructure.

URGENT UPDATE: I want to inform you that MyStake just sent me a generic email template confirming the permanent restriction of my account and the confiscation of my 390,000 VES winnings under terms 9 and 10. Crucially, they explicitly stated in their email: "we are unable to provide further details regarding the specific findings... or our review process." They are seizing my funds blindly without showing any proof, completely ignoring that their own KYC agent, Lucas, officially approved my video verification previously.

I am attaching the screenshot of this new email from agent Alfred.

Thank you for your help in demanding MyStake to show the evidence.

I’d like to thank MyStake and CasinoGuru for considering my case and acknowledging that mistakes can happen to anyone; have a great day.

Dear Geosanchez

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, Michal (michal.k@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,

Veronika

Hello Geosanchez,

My name is Michal, and I have taken over the handling of your complaint. I have reviewed your case and will now contact the casino to seek further clarification and explore whether a resolution can be reached.

We would now like to invite a representative of MyStake Casino to join this discussion.

Dear MyStake Casino,

Please provide any relevant information and supporting evidence regarding the alleged breaches of your Terms and Conditions attributed to the player.

You are welcome to send this directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Greetings,

I hope you are doing well.

After reviewing the account details, we found that the player has violated Sections 9 and 10 of our Terms and Conditions regarding shared IP connections.

We sincerely apologize for any disruption or inconvenience this situation may cause you, and we appreciate your patience while we resolve it. Our team is finalizing the details and will send full proof directly to your email very soon.

Best regards,

Dear MyStake Casino,

Thank you for your email. I have responded back with some additional enquiries, and I'm looking forward to your reply.

Greetings,

I hope you are doing well.

Please note that we have also identified the same crypto address being used on both accounts.

The transaction associated with the first account was approved on 24 August. However, the transaction on the second account was rejected because the same crypto address had already been used and matched with the transaction requested on 28 August.

We understand that this may require some clarification, and we would like to ensure that the matter is fully transparent. We will provide supporting evidence, including the transaction hash, for your review and verification.

Due to this case the account is closed, player is able to withdraw balance.

Kind regards,

Dear michal

I now have the precise explanation for the Solana address match, and it completely clears me of any wrongdoing. To process my withdrawal, I used the Binance P2P (Peer-to-Peer) marketplace, which is the standard financial intermediary used by almost everyone in Venezuela due to local banking restrictions.When using Binance P2P, you trade with an independent, high-volume local cryptocurrency merchant (a broker/cambista). The Solana address provided on August 28th belongs directly to the Binance P2P merchant, not to me. This merchant buys crypto from thousands of different users daily. It is completely logical and expected that another independent MyStake player from Venezuela traded with the exact same high-volume P2P trader on August 24th and used his deposit address. MyStake's system is triggering a false positive by confusing a professional P2P exchange merchant's wallet with a "multi-account" violation. My human identity was already officially verified via video by agent Lucas, and my roulette gameplay is 100% clean.I want to add two critical facts to my case. First, I have been a loyal customer of MyStake for a long time, always playing fairly without a single issue. It is a terrible coincidence that they only decided to "detect" a problem and lock my account the exact day I won a significant amount. Second, I live in Venezuela, a country suffering from daily severe inflation and currency devaluation. Every single day MyStake delays this process with false accusations, my 390,000 VES winnings are losing real purchasing power in the market. Their delay is causing me direct, irreversible financial harm.Furthermore, I want to clarify to the mediator that I have absolutely no interest in remaining a customer of this casino. If MyStake is uncomfortable with the financial reality of P2P transactions in Venezuela, they can pay me my 390,000 VES winnings in full and permanently close my account. I do not want to deal with a platform that uses cheap excuses to avoid paying large prizes to senior citizens. I demand my full funds as they initially promised before fabricating these technical traps. I will never enter this casino again, but I will fight for my legitimate money until the end.

Furthermore, I want to voice my complete indignation to the mediator regarding MyStake's absurd accusations. I am a 72-year-old man, and I am not here to play bureaucratic games. What need or sense does it make for me to create multiple accounts? The casino does not give away free money every time someone opens an account. To play, you must deposit your own hard-earned money and take the risk of winning or losing. Creating multiple accounts makes absolutely no logical or financial sense for an honest retail player like me.

They are completely ignoring common sense and my reality as a senior citizen just to avoid paying my 390,000 VES winnings. I have absolutely no need or interest in fraudulent activities. I won my money fairly on the roulette wheel, and I demand the respect and the payout I deserve.

I openly challenge MyStake to present any real, audited proof that my winnings were not won fairly. They cannot do it because my gameplay on the roulette wheel was 100% clean, honest, and based purely on my own luck and risk.

Dear MyStake Casino,

Thank you for your response.

Dear Geosanchez,

Thank you for providing your explanation. I understand that cryptocurrency and P2P services are commonly used in Venezuela.

However, the fact that the same (Solana) crypto address was used by two different casino accounts represents a legitimate AML concern that must be clarified. Standard Binance P2P transactions are generally completed through Binance’s internal Funding Account and escrow system; they do not ordinarily require casino funds to be withdrawn directly to an external wallet belonging to the P2P merchant. Your completed identity verification confirms your identity, but it does not establish ownership of the disputed destination address.

The casino has informed me that you are permitted to withdraw your remaining balance. Therefore, please submit a withdrawal request for the full available amount to a cryptocurrency wallet that is registered to or directly owned by you. Once the funds have been received, kindly confirm this in the complaint thread.

If you are unable to submit the withdrawal because you cannot access your account or the casino rejects the new wallet, please let me know and provide a screenshot of the message you receive.

Should you maintain that the disputed address was supplied by a Binance P2P merchant, please provide the complete P2P order record privately to me at michal.k@casino.guru. It should show the order date and number, the merchant’s profile, the exact Solana address provided and the instruction requiring the funds to be sent directly to that address. Please do not publish these records or the wallet address in the complaint thread.

I appreciate your cooperation.