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I withdrew 393 USD from https://mystake.bet/en. The money did not arrive in my bybit wallet. The bookmaker deducted 493 USD from my account. Initially, my account had 843 USD, now there are 400 USD left. Support refuses to return the money.

Dear ilyxa02121996,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you used any VPN or IP-masking software to access the casino website?

Could you please clarify which country of residence you chose when you registered in this casino? Have you submitted all the correct personal information?

Have you passed the full KYC verification?

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 Veronica,

I did not use any VPN software or IP masking to access the casino website.

When registering, I indicated that I was a resident of Russia, but I registered at the casino and placed bets from Poland. I would also like to note that I passed the KYC verification of my account using Russian documents. They were accepted without problems. I did not receive any notification that citizens of the Russian Federation cannot register at this casino or place bets.

In fact, registration and bets were made from Poland. But now the casino just took my money.

I am also attaching screenshots of my account, where you can see that it has passed all verification stages.

I really hope for your help in solving this problem!

Best regards

Ilya

Do I understand correctly that you selected Russia as your country during registration? Because I cannot see the Russian Federation among the countries available when signing up for the casino.

Also, please forward me all the communication between you and the casino customer support as well as any other evidence that could be relevant to our investigation. My email address is veronika.l@casino.guru. Thank you.

Yes, you understood correctly. I chose Russia when registering at the casino, you can see it in my screenshot. I registered in October 2023.

I forwarded my correspondence with MyStake support to your email address.

Thank you very much, ilyxa02121996, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you, Veronika!

I will be waiting for response from Peter

Hi ilyxa02121996,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite MyStake Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

Thank you very much

Hello,

According to our rules, Russian players are prohibited from playing on our website.

We will provide you with the evidence via email.

Kind regards

Dear MyStake Casino team,

Thank you for your email. It has already been established that the player is from Russia. The question is, how was he even allowed to open an account, pass the KYC verification, and play? Was Russia added to the restricted countries after his registration in October 2023?

Hello,

We will investigate that issue and get back to you soon.

Kind regards

Hello,

Yes, we have had that rule since 2022 but the user used a Poland IP address. We will send you the proof.

Kind regards

Dear MyStake Casino team,

The player stated right away that he registered and played from Poland. If Russia was restricted at the time of registration, how was the player able to choose Russia in the form and how was he able to get his account verified?

Hello,

We sent you the player's login info where all IP addresses were from Poland. We noticed it after the verification process and while requesting the withdrawal (we know that checking all users separately is too difficult).

Russia isn't even an option when registering a country.

Kind regards

Dear MyStake Casino team,

If you look at the player's screenshot, Russia was obviously picked in the form including the full address.

Hello Peter,

After the verification process, our KYC system (which is automatic) changes the address automatically according to the ID card.

Kind regards

Dear MyStake Casino team,

I see, did the player put a different address (not the Russian one) on the registration form then?

Hello Peter,

We even didn't have it in the option.

Thank you MyStake Casino team.

Dear ilyxa02121996,

What address did you use to register in the casino? You mentioned that it was the Russian one, however, the casino stated this option wasn't available.

Dear Peter,

I registered at my Russian address. I don’t remember whether I selected Russia from the list or whether the country was determined after downloading the documents. But my screenshots show that Russia is indicated in the country column, and the verification was successfully completed. I could place bets and the casino did not notify me in any way that I could not use their site.

Dear MyStake Casino team,

Which country and address were used for the original registration?

Hello,

The user selected another country while registering, we will send you the relevant proof.

Dear MyStake Casino team,

Thank you for the provided evidence.

Dear ilyxa02121996,

According to the data provided by the casino, during registration, you selected Armenia from the list of countries with a Polish IP address. This means that the registration data was filled incorrectly, so I'm afraid I won't be able to help you with this one.

Dear ilyxa02121996,

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.

Unfortunately, based on the evidence provided by the casino and the fact that the player stopped responding, we have no other choice but to reject this complaint.