MyStake Casino - Player’s winnings have been confiscated by the casino.

Hello! I am contacting you regarding my issues with Mystake Casino.

I tried to withdraw 7007 EUR from my account, but the casino refused to process my withdrawal. The balance was posted for withdrawal on June 14th. Despite the successful completion of the verification and video verification process, Mystake kept my funds. They justified their decision by saying that they needed additional verification.

Later, I was informed that according to the results of the verification, I allegedly violated part 10 of the Terms and Conditions. As a result, my balance decreased from 7007 EUR to 942.26 EUR. That is, the casino unilaterally confiscated all my winnings and withheld 20% of my last deposit!

I categorically disagree with the arguments I provided and insisted on providing evidence of violation on my part. I am absolutely convinced that I did not violate the casino rules! As you can guess, no evidence of my guilt was provided!!!

Then I was accused of having the same IP address as another player who was found to be violating the casino rules.

In response to the above information, I hereby state the following:

The IP address provided by the provider is dynamic. That is, I cannot know in advance what IP address I will be provided with. Thus, there is a possibility that the IP address may match another player.

According to the current legislation of Armenia (the country where I live), my actions are completely legal and comply with the requirements of the law.

I cannot and should not be held responsible for the illegal behavior of other players. If another player has violated the casino rules, let them win and confiscate it. The casino should not cover its losses at the expense of my funds.

I have never used any trust and have no idea that other athletes are being used. These are purely their personal problems.

The casino behaved suspiciously - as soon as I managed to generalize - the casino immediately confiscated my winnings and began to come up with various relations.

I would be very grateful if we could work together to solve this problem. for your attention to this matter.

I believe the casino is experiencing financial difficulties and cannot pay out my winnings. This is the only way I can justify such behavior on the part of the casino.

I look forward to your response soon.

Dear shmav,

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.

Could you please specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

Have you accumulated your winnings with or without an active bonus?

Is there any possibility that someone from your household created an account in MyStake Casino? Do you use any VPN or IP-masking software to access the casino website?

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

Hello! I would like to clarify that the possibility of any member of my family creating an account at Mystake Casino is completely excluded. I have never used VPN or IP masking to access their website. During my visit to the casino, I played Baccarat, live casino, but I did not use any bonuses . All winnings were obtained through my own luck.

Thank you for your reply. Before we proceed with your case, please forward me all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

Hello! The correspondence with Mystake casino has been sent to veronika.l@casino.guru.

Thank you very much, shmav, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, shmav,

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. However, please note that although you claimed that you successfully passed the KYC/verification, you have not provided any relevant evidence confirming such a claim, nor any communication from the casino where they informed you about the reasons for winnings confiscation. In addition, even if you used an internet connection on your phone (not Wi-Fi or home internet with static IP), the chance you would have had the same IP as another player is very low. And, if we take into account that it was at the same online casino, it is very unlike that you could connect to the casino with the same IP as someone else. In the meantime, while we will wait for the casino's response and explanation, can you please provide me with the information on what type of device and internet connection you used to access the casino website?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear MyStake Casino team,

Could you please explain the player's situation in more detail? Has the user's account been blocked/closed? Is she allowed to withdraw her remaining balance? Why have her 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 is noticed in fraudulent activity, which means she/he goes against our T&C. The detailed information we will send via email.

The user has crossed IP with the one who was noticed opposite betting for laundering money. The complainant user has the same gameplay. We checked that issue with the provider as well and received confirmation from their side — the user was winning money using that strategy. That goes against our rules.

Additionally, there are instances where the player uses self-opposite betting to cover all round outcomes and meet the deposit wagering requirement with the least risk.

Kind regards,

Dear All,

In response to the accusations, I report the following:

The IP address provided by the provider is dynamic. That is, I cannot know in advance what IP address will be provided to me. Therefore, there is a possibility that the IP address may coincide with another player.

According to the current legislation of Armenia (the country of my residence), my actions are completely legal and comply with the requirements of the law.

I cannot and should not be held responsible for the illegal behavior of other casino players. If another player violated the casino rules, let his winnings be confiscated. The casino should not cover its losses at the expense of my funds.

I have never used any strategies and have no idea what other players use. This is purely their personal problem.

I do not know what "opposite bets" are. The casino accuses me of something I have nothing to do with!

The casino's behavior is suspicious - as soon as I managed to win, the casino immediately confiscated my winnings and began to invent various accusations.

I would be very grateful if we could work together to resolve this issue. Thank you for your attention to this matter.

Good day!

In support of my position, I am sending you a document I received from my Internet provider, confirming that the IP address provided to me is dynamic.

Also, I repeat once again that I do not intend to be held responsible for the fraudulent behavior of other players. This is illegal!

Hello!

As you mentioned, the probability of my IP address crossing with another player's is unlikely, but it is still possible!

Additionally, when I contacted my internet service provider, I asked about the possibility of my IP address being shared with another user. The provider informed me that they have a limited number of available IP addresses and that it is possible for my IP to be shared with other users. They also provided me with a document, which I have sent to you.

Regarding other players' games, I don't have information about when or who is playing what games. I don't share my casino experiences with anyone and make my own decisions based on my intuition. By nature, I prefer to rely on myself and take responsibility for my actions.

As for the source of my funds, I provided complete information during the verification process of my account, at the request of the casino. This information was sufficient to satisfy the casino's requirements.

Dear shmav,

In the meantime, I was provided with additional details from the casino.

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/collusion, as well as about bonus abuse and very likely fraudulent activity with the help of the linked accounts. Last but not least - providing incomplete or misleading information during the complaint process. Based on the provided details, there are too many indications of data similarities/matches between the linked accounts that it would be very difficult or even impossible to prove otherwise.

The casino acted in accordance with its terms and conditions.

I am 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. We are here to help.

If you are not satisfied with the complaint solution, 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