The player from Ukraine had their account blocked by the casino, which claimed they broke the rules. The account held over 900 euros, and the player was distressed as they needed the money. We were unable to assist as the issue pertained solely to sports betting, an area outside of our expertise. The complaint was thus rejected due to our limited capacity to handle sports betting disputes.
MyStake Casino - Player’s account has been closed, funds confiscated.
Amount: €900
MyStake Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
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3 months ago
Hello. My account was blocked. In the chat they say that the money will not be returned because I broke the rules. I played with them for half a year and everything was fine. The account has more than 900 euros. I am from Ukraine and I think that there is no need to explain that for me this is a large amount that I really needed considering the present. It's a shame, I've never been in such a situation.
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3 months ago
Dear toniuana,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 months ago
About 9 months ago I opened an account. I successfully passed the account verification and even passed the video verification. I made bets on sports, singles, express, systems. I never took a bonus from them.
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3 months ago
Thank you, toniuana, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.
We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.
Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.
