MyStake Casino - Player's account was blocked and winnings withheld.

I've been playing for a while in this casino, multiple deposits and withdraws I made. My account was verified, but they wanted me to do a video verification which is holding a paper and passport. I sent them this video at 12 april 2024. It got approved at 26 april 2024. Then, I tried to withdraw 7000 euro, it arrived. After waiting more than 1 week because this casino has 7500 euro weekly withdraw limit. I tried to withdraw this 2900 euro which is my last money in my account. After waiting 2 days, I got a mail which is copied. I didn't open any multiple accounts or did something fradulent, but they don't want me to pay my winnings. I was in a winning streak, then it all started to happen. When I was losing, no one wanted me a verification, or tried to stole my money like this. Please help casinoguru, I can only trust you at this moment.

Dear aymut13,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly your balance of 7000€ and 2900€ originate from the same game activity in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your winnings with the help of a bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello

I accumulate my balance to 9900 euro from betting on sports and I did not use any bonus. I withdraw 7000 euro but the casino didn't let me withdraw the other 2900 euro. They closed my account for no reason. Its seen in the picture I sent.

Thank you for your reply, aymut13. I would like to emphasize that our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue if your activity is predominantly focused on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Its an online casino. I also sometimes played blackjack and roulette. Please help me to recover my money. They stole it.

Please understand that if your winnings come predominantly from placing bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their justification correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Our recommendation for services specializing in sports-betting issues will be sent after the complaint is closed.