MyStake Casino - Player’s winnings confiscated due to alleged rule violation.

Hello

I won 3600 euro in mystake casino I passed = verification after that they won't pay.

Please be informed, that your account has been detected in violating our company's regulations, therefore, your funds were deducted from your balance. From now on you will not be able to benefit from our bonus privileges, however, you will be able to deposit, bet and withdraw funds.

I not sure what to do they won't tell me anything

The chat

Welcome to MyStake!

Hello

I think there has been a mistake

my money is confiscated

Hello, Lisbeth is here.

Support Agent 06:36 AM

Allow me a moment to check the required information, please. Thank you.

Support Agent 06:37 AM

Please be informed, that your account has been detected in violating our company's regulations, therefore, your funds were deducted from your balance. From now on you will not be able to benefit from our bonus privileges, however, you will be able to deposit, bet and withdraw funds.

thats fine but I need my full funds

and what rules did I break?

We understand that, however, the outcome is final and your funds cannot be returned unfortunately. You won't be able to use promotions/bonuses.

I need to know which rule I broke

and why

You can't just give a generic reply

We are unable to provide you with further details regarding the matter. Bonus rules were violated.

what bonus rules

which one??

Dear jomsallyi5333,

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. 

• Do I understand correctly that you accumulated your winnings with an active bonus? If yes, could you please clarify which bonus you played with?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Yes i played the welcome bons didn't even know i had it not broke any terms!

No communication from there side

35my

money is confiscatedSupport Agent06:36Hello, Lisbeth is here.Support Agent06:36Allow me a moment to check the required information, please. Thank you.Support Agent06:37Please be informed, that your account has been detected in violating our company's regulations, therefore, your funds were deducted from your balance. From now on you will not be able to benefit from our bonus privileges, however, you will be able to deposit, bet and withdraw funds.

just chat

Why hasn't been this case forwarded to mystake lying and cheating casino?

Thank you very much, jomsallyi5333, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, jomsallyi5333,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear MyStake Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hello,

The user has crossed IP with another user and has the same deposit method. Along with this, they activated the same bonuses and according to our T & C 9-10 the player has been cut the funds.

We will send the detailed information via email.

Kind regards

Thank you for your email and the details provided, MyStake Casino Team.

Can you please check my last email regarding the matter and provide me with additional information?

Feel free to ignore the first email, it was sent by mistake, earlier than it was completed.

Looking forward to hearing from you.

Hello Branislav,

We have already sent you additional details.

Kind regards

Dear Casino Guru Team and MyStake Casino Representatives,

I appreciate the efforts made to address my complaint, but I must express that the evidence provided by MyStake Casino is not sufficient to justify the confiscation of my funds.

MyStake Casino claims that my account shares a "crossed IP" and the same deposit method with another user, leading to the confiscation of my winnings. However, in my country, the IP pool is relatively thin, which means that multiple users might occasionally share the same IP address. This alone should not be considered as a breach of the Terms and Conditions unless it can be proven that both accounts were active at the same time or were engaged in collusive behavior.

The reasons provided by the casino are not enough to warrant such a drastic measure. I believe that more substantial evidence, such as simultaneous account activity or direct links between the accounts, should be required to support the decision to confiscate funds. Simply sharing an IP address or deposit method is not enough, given the common nature of these occurrences in regions with a limited IP range.

I kindly request that MyStake Casino provides more concrete evidence or reconsider their decision. I have always played fairly and followed the rules, and I believe I deserve my rightful winnings.

Dear jomsallyi5333,

I am sorry for the delay.

Unfortunately, after gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts and bonus abuse (it is allowed to use the same bonus only once per player/account/household/IP/etc). IP match was not the only thing that linked your disputed account with another one. Based on the data, it would likely be impossible to prove otherwise. Your winnings were not rightful, as you claimed. Therefore, you are not eligible for them. Last but not least - it was proven that you provided us with incomplete/misleading information during the complaint process and concealed the important facts.

The casino acted in accordance with its terms and conditions.

If you are not satisfied with the complaint solution or insist on supporting evidence, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, MyStake Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru