MyStake Casino - Player states account has been unjustly closed.

Good evening. First of all, you are being untruthful, since I have not committed any fraudulent activity on my account. In your previous messages, you told me that I was violating articles 3, 9, and 19 of your terms and conditions, which I addressed in a note clearly explaining that there was no breach. I also reported and showed photos of the email I sent to you requesting that you send me the terms and conditions in my language, as you stated in the terms, which you did not do. Second, regarding your breach and mismanagement, I informed you months ago that I could not access my account and indicated that I wanted to close it. I sent the corresponding email with the request you asked for, and I requested to open a new account, which you verified by requesting the documentation and allowed. I used the service. Having said this, it means that if there had been any infraction on my part, you would not have given me permission to play, which was not the case, since after a few days, my verified account was enabled to play. On the other hand, their terms and conditions also indicate that if an account goes through a certain period without activity, a fee in euros would start to be charged and the discount would stop if the account balance is "0".

The account will be deactivated later. I haven't accessed that account for over 12 months, and considering this, plus the closure request, that account should already be closed. You are the ones causing the problem. Despite this, I was not only allowed to play, but also to make deposits, speak with chat agents, and receive emails inviting me to play and offering promotions. In a way, you imply that you used deception to get me to play, spend my money, and then, if I won, proceed with this scam. As I demonstrate in the photos I sent, where I show the request to close the previous account and the chat notification stating that the new account was created, the screenshot showing that my account was verified (not violating any rules), the emails you sent with promotions inviting me to play with this account, the deposits I made (without informing me that I couldn't), and, to top it all off, you are not complying with the refund. And, most importantly, you are not complying with the terms and conditions, which clearly state that if there is no claim before the bet is placed or if there is any problem, the bet will be voided and the money refunded. So, demonstrating what the terms and conditions state, plus the photographic evidence, plus the emails and messages, in addition to... They won't let me use my account, and they've blocked the games, but it's clear they're scammers since I saw that you can change the stars and use the bonuses. This clearly demonstrates their deceptive way of operating: misinformation, false advertising.

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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 a few questions to clarify your situation.

• When exactly did you create your first account, and when did you request for it to be closed?
• Did you complete the full KYC verification on your first account?
• Could you please specify the reason why you requested the closure of your original account?
• Did you play with any bonuses on this account?
• When did you create the second account, and when was it blocked by the 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

I don't remember exactly, but I think I created the first account in 2022 and requested its closure at the end of 2024. Then I contacted them again in February to check the status of my request since I didn't have access to my email. That's when they supposedly closed the account, they told me during the chat. I also want to inform you that I hadn't accessed the account for many months because I couldn't log in. I lost my email; I didn't have access to it and couldn't access it either. I also didn't remember the password since I hadn't played in a long time. And to top it all off, the terms and conditions state that after a certain period of inactivity, a certain amount is deducted, and when the account balance reaches zero, it is closed after a certain time. I did complete the verification process on the first account; it said "account verified." I submitted all the requested documentation, and in fact, I won and was paid. I received a deposit over a year ago. I didn't use the bonus, and when it was activated, I closed it and canceled it. On the new account, I only used it after my old account was closed, since they sent me bonuses but the account was already closed. I have a video showing this. The second account was created earlier this year, 2025, between March and February, I don't remember exactly, since I created it and didn't use it until this month when I saw emails sent by MyStacken. I logged in and played. They closed my account when I won over 4 million on November 3rd. I have all the screenshots. This second account was verified; I created it in February, notifying them, and they authorized it. It took them three days to authorize the account. They had all the time they needed. If I had any issues, they shouldn't have had to enable it. Also, on November 7th, my account was closed. They sent an email saying I had to deposit for a bonus, and they always sent me emails authorizing the account. But I never used bonuses; when they were activated, I automatically closed them. I also have photos and screenshots of emails, chats, and everything. Another thing: the terms and conditions clearly state that I can request it in my language. I requested it, and they never sent it to me. They're not fulfilling their obligations. They took days to verify the new account and sent me the approval email. Just like on the platform, it was verified. In fact, if something is wrong, they don't let you deposit.

He also added that the second account was verified. He sent all the documentation that MyStake requested: ID, address, selfie, verified email, phone number. After sending everything they requested, the account was enabled a few days later, and he has the photos that said "account verified" on the platform, in addition to receiving an email.

Then, upon logging in, they modified my profile, just as I mentioned before, once the account was closed. This prevented me from doing anything except play the bonus games, even though the account was already closed and I had spoken with MyStake support (I have all the screenshots showing they had already disabled it). I tried the free spin, and unlike everything else they prohibited, they allowed that. But the account was disabled, and the emails confirming the decision and prohibition against returning my money were sent on November 3rd, and this happened on the 6th.

Just as they contradict each other in the emails, I will give them my explanations.

I hope to resolve this not only by giving me what I won but also by addressing their breach of the terms and conditions, the abuse they committed by misusing my money, the insults they hurled at me, and the misleading advertising regarding the bonus offer, given that they blocked me to provide some excuse.

And my account closing date was November 3rd, not November 7th.

Dear Konnnnnnnn

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, Peter (peter.c@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 there,

Thank you Konnnnnnnn for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MyStake Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

I already reported why they say I didn't comply with points nine and ten of the terms and conditions, but I informed them before creating the account what had happened, and they authorized the account after days of verification and after I sent all the requested documentation. They sent an email saying it was ready. Then they say I violated the terms. They aren't complying with the terms themselves, since if I had violated them, which I didn't, they should have returned the deposits as stated in the terms, which I sent, and they aren't doing that. Besides, they closed my account and I still had money in it that they supposedly told me to withdraw. As if that weren't enough, they aren't complying with the licensing authority in several articles, and the same goes for the legislation of my province and country. They don't clearly demonstrate anything, and they allowed me to deposit a lot of money, and only when I won did they stop sending emails with promotions after they blocked the account.

I want them to honor my prize and, if necessary, return my entire deposit, since theoretically I shouldn't have made the deposit. Furthermore, I never authorized them to send me any promotional or advertising emails, and they violated that. They also violated the terms of their license, which clearly states that they cannot send advertising or anything similar without the user's authorization. In addition, they accused me of fraud and withdrew money that belongs to me. They didn't honor their promise in the email that the account would remain open until the money was withdrawn; instead, they closed it and took my money. There was a lot of mistreatment and mismanagement. They also failed to comply with the terms, which state that if the issue isn't resolved through support, I can request a higher authority to handle the case, which was denied. They didn't present any evidence of my alleged breach of contract other than simple paragraphs that contradict each other in every email. Besides that, you'll see in the screenshots that they put up banners obscuring the terms and conditions. They also failed to send the terms and conditions when I... I requested, as stated in their terms and conditions, that they sent me a modified version after the account was blocked. Beyond all the mismanagement, they insisted I meet some condition to justify their actions, like prohibiting me from playing but allowing me to access bonuses. I believe no one can prohibit, withhold, dispose of, or decide what to do with my money without my authorization. In a way, it would be theft or fraud. I'm not making any accusations, let me be clear. If I don't receive a coherent response and my money is returned plus financial compensation for everything that has happened, we will initiate legal action. First, with the provincial and national regulatory bodies in my country. Following that, we will hire a representative in Curaçao to manage the matter with the license regulator and take legal action against Santeda International, since they obtained my deposits and the group that manages them. This isn't about money; this has to stop. There can't be hundreds of similar complaints where people can't access their money, and they decide how to win or lose, or change the rules depending on whether they win. Their terms and conditions state that they can change the prizes even if you've already won. And that goes against the regulatory laws, since it clearly states that the prize must be displayed. And no terms and conditions supersede the laws of the license, much less those of a country.

Hello,

We will answer shortly.

The user has been noticed for document falsification and also has duplicate accounts that go against our rules. We will send proof via email.

Kind regards

MyStake.

I never falsified documents nor do I own duplicate accounts. All the documentation I submitted was verified and approved by the MyStake team itself before they allowed my deposits and gaming activity. Had any irregularity existed, the operator was obligated to reject the verification, preemptively block the account, and formally notify me. None of that happened.

The accusations made here lack technical support and do not include any concrete evidence:

– they do not identify which document would be "falsified",

– they do not specify which account would be "duplicated",

– they do not submit expert reports,

– they do not indicate date, operation number or verifiable evidence.

These are serious, unsubstantiated claims that are contrary to good faith in contracts.

I also note that MyStake modified the Terms and Conditions three days after the conflict, which has already been reported as a violation of the principle of non-retroactivity and abusive practice.

I want to inform you that I have already filed formal complaints with all the relevant authorities, including:

– COPREC Argentina

– Consumer Protection (Law 24.240)

– Cybercrime Prosecutor's Office

– AstroPay (financial intermediary)

– Curaçao Gaming Control Board (GCB) – confirmed receipt

– Authority responsible for license 8048/JAZ

– Santeda International BV

All these entities already have complete evidence: screenshots, emails, approved verification history, records of the illegitimate withholding of funds, and proof of the subsequent modification of Terms and Conditions.

I demand that MyStake immediately provide concrete evidence to support its public claims or retract them. Otherwise, these accusations will be treated for what they are: unfounded, defamatory statements and an attempt to justify the confiscation of funds without genuine cause.

Any new claim without evidence will be added to the ongoing case file.

Thank you for providing me with the evidence MyStake Casino representative.

Dear Konnnnnnnn, The casino has provided evidence showing verification attempts for two separate accounts in which the same individual appears in the selfie portion of the verification process, while the individuals listed on the identification documents differ. This discrepancy raises significant concerns regarding the legitimacy of both accounts, as it becomes impossible to determine whether each account was used solely by the person who created it or whether both were operated by you.

As you may be aware, industry standards strictly require that each individual operate only one account registered in their own name. The activity constitutes a clear violation of this policy. For these reasons, we will reject your complaint.

Thank you for your understanding.