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.

Thank you for your assistance with my case.Regarding your message, the remaining balance currently allowed for withdrawal does not reflect my full balance of 390,000. The profits/funds have been restricted due to the wallet address collision.As you correctly mentioned, this situation occurred because I used a Binance P2P merchant. In Venezuela, due to local restrictions, we heavily rely on P2P trading, and I followed the specific instructions provided by the merchant during our transaction. I do not own the disputed Solana address, nor do I have any connection to the other casino account. I acted entirely in good faith.

Additionally, I would like to clarify two crucial points regarding my account identity and the withdrawal process:Identity Verification (ID): I want to confirm that the ID and verification documents I previously submitted belong strictly and personally to me (Geosanchez). My account is fully verified, and I am the sole owner of this identity.Binance Pay Limit: The reason this issue arose is due to platform limitations. I originally attempted to process my full withdrawal of 390,000 through Binance Pay, but the system blocked it, stating that the maximum withdrawal limit allowed through that method was only 100,000. Because Binance Pay did not allow me to withdraw the full 390,000, I was forced to look for a different alternative, which unfortunately led me to the P2P transaction and the subsequent wallet complication.I hope this clarifies that there was no intention of fraud on my part, but rather an attempt to work around the withdrawal limits imposed by the platform.

Dear Geosanchez,

Thank you for clarifying why you used the Solana address. I understand that the Binance Pay withdrawal limit led you to look for another option. However, you have confirmed that the address belongs to a third party — a P2P merchant — rather than to you, and you have not proven that MyStake approved the use of that address for your withdrawal.

This is significant because the casino's rules are explicit on this point. Clause 12 of the Terms and Conditions states:

"Withdrawal from the Account shall be performed only upon the confirmation of the fact that the Account Holder is the owner of the respective payment account. It is strictly prohibited to make money transfers in favor of third persons."

The same clause adds:

"An Account holder/Player must not allow third parties to use its Account to make deposits to or withdrawals from its Account."

You have confirmed that the wallet used for the withdrawal belonged to a third party. That falls directly within this prohibition, and it engages the casino's KYC/AML obligations as well, which require identification of the client and, where applicable, the ultimate beneficial owner.

Separately, the casino has provided evidence identifying a shared IP address and the same cryptocurrency wallet address across two accounts, as set out in its response to this complaint. Clause 9 of the Terms and Conditions provides that "only one Account is allowed per person, household or IP address." The shared IP therefore engages this rule independently of the wallet issue. While the IP match is a contextual indicator rather than conclusive proof on its own, it is relevant to the overall picture. The wallet address, however, is the more significant point: you have not established that you were permitted to use a third party's wallet.

The casino's rules also provide for the consequences of a breach. Clause 10 sets out that, where fraudulent activity is suspected, the Company may terminate the account, cancel bonuses and winnings, and refund the remaining deposit, subject to a deduction of up to 50% as a termination fee.

If the casino approved that withdrawal arrangement in advance, please send me the relevant information or evidence. Please also confirm how much of your balance you can currently withdraw to a wallet you own, and how much remains restricted. Once I have that information, along with the evidence requested from the casino, I will assess the restriction on your funds.

Dear Michal,

Thank you for your continued support. I need to report an unfair situation regarding the casino's refund offer.

To answer your questions:

The casino is currently refusing to refund my full initial deposit. They only want to give me 25,000, which is completely unfair.

My exact initial capital and total deposit amount was 100,000.

They are trying to apply a heavy penalty or miscalculating my balance. As I explained before, my actions were not fraudulent; I was simply forced to use P2P because Binance Pay capped my withdrawal at 100,000.

I kindly ask for your urgent intervention so Casino Guru can push Mystake Casino to refund my actual deposited capital of 100,000 in full, without any abusive 50% cancellation fees or deductions. I am sending the Binance P2P proofs to your email right now.

Best regards,

Geosanchez

Dear Geosanchez,

I understand your concerns; however, I feel you have not given your full attention to my previous responses.

My role as an independent dispute mediator is to review how the relevant, clearly published rules were applied and whether their application aligns with fair practices and industry standards. This does not mean disregarding the rules to which you agreed. As I have explained above, your conduct breached those rules.

While the casino’s actions may seem too severe from your perspective, this does not, in itself, mean that they were inconsistent with its rules or industry standards.

Your successful identity verification does not override this requirement, and the Binance Pay withdrawal limit did not authorise that arrangement.

Regarding the refund, the casino’s correspondence seems to refer to returning your most recent deposit less a 20% deduction, rather than refunding all historical deposits.

I will ask the casino to clarify the calculation, however, you are not eligible to any other funds because of the rule violation on your part.

Dear MyStake Casino Team,

Thank you for providing the information and supporting evidence. Based on my review of the evidence and the player’s confirmation that the withdrawal wallet belongs to a third party, this complaint will be closed as rejected.

To clarify the remaining refund arrangements, could you please confirm the most recent deposit amount and how the stated 20% deduction results in the 25,000 VES the player reports as available?

Greetings,

We understand that this situation may be frustrating, and we appreciate your understanding.

We have provided proof of the player’s deposit amount. Please note that we are acting in accordance with our website’s Terms and Conditions, which we are required to enforce.

The last deposit amount was 32,000 VES. After applying the 20% deduction, the remaining amount is 25,600.00 VES. Due to the breach of our Terms and Conditions, all winnings, along with a portion of the last deposit, have been deducted.

Best regards

Dear MyStake Casino Team,

Thank you for the clarification and the evidence provided.

Dear Geosanchez,

I trust the casino team’s response has clarified the situation. Please let me know once you have successfully withdrawn and received the available funds in a wallet that you personally own.

Dear Geosanchez,

We are extending the timer by 3 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.

I feel ripped off, and they are complete fraudsters.

Dear Geosanchez,

I acknowledge your concerns. However, compliance with the casino’s terms and conditions, which you accepted when registering your account, is required of all players. This includes the requirement to use a payment method held solely in your own name and under your control.

Please confirm once the withdrawal of your available funds has been completed and the funds have been received in your personally owned wallet.

Dear Geosanchez,

We are extending the timer by 5 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.

390.000?

Dear Geosanchez,

If you are asking whether you will receive the full 390,000 VES, I have already explained why we cannot support your claim for that amount.

The casino has confirmed that the amount available for withdrawal is 25,600 VES, representing your last deposit of 32,000 VES less a 20% deduction.

My latest request was to confirm whether you have withdrawn and received those available funds in a wallet you personally own. Please confirm this, or explain any difficulties preventing you from completing the withdrawal.

If your message meant something else, please clarify your question so I can address it.

Dear Geosanchez,

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.

Ok, I'm going to try to withdraw."

Dear Geosanchez,

Please let me know once you receive the funds to your personally owned wallet.

Dear Geosanchez,

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.