MyStake Casino - Spillerens gevinster er blevet konfiskeret.

After winning over 9500 USD in this casino I requested my first withdrawal. My account was fully verified (KYC) ath this time.

MyStake refused the withdrawal and subtracted 9100 USD from my account writing me that I have breached their T&Cs without telling me what I did wrong or which exact term I breached. Also when I wrote them an e-mail asking for an explanation they refused to answer me.

I want my money back and at least an explanation what exactly I did in order to breach their T&Cs!

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear mvidovic, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MyStake Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• How long have you been a player at this casino, please?
• Have you accumulated your winnings with or without an active 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, 

Katarina

Hi, I focused on sports betting and table games (Blackjack etc.). I used the 1st deposit welcome bonus but met all wagering requirements so the 9500 USD are real money.

I opened my account at MyStake Casino on Septmber 29th 2025. Thanks for your quick help!

Hi, I am still waiting for your reply. Also I would like you to ask me all questions you still might have in one message and invite MyStake to this discussion ASAP, thank you!

Dear mvidovic,

thank you for your replies and patience.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina,

I forwarded you the e-mail communication with MyStake.

Thank you very much, mvidovic, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello mvidovic,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the MyStake Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Please provide us with evidence regarding the terms breach. I understand this evidence is most likely confidential, I would therefore like to ask you to send it to martin.l@casino.guru

Thank you in advance for providing us with your view of the issue.

Dear MyStake casino,

before you send anything to Martin we need to understand first what exactly the problem is. What exact term of your T&Cs was breached and why?

Please explain the matter to us in detail here first!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

The user falsified documentation, which violates our terms. This is considered fraudulent activity, and due to this, we will permanently close the account. All winnings and deposits will be deducted by 20%.

We will send additional info via email.

Kind regards

Dear MyStake Casino,

I am shocked about your accusation out of nowhere and I can assure you that I did not falsify anything. Please tell me what documentation you are referring to and I am 100% sure that I can clear up this misunderstanding.

To speed up the process I am also willing to accept your offer to deduct 20% of my winnings. As you already deducted 100% of my 9,100 USD I ask you refund 80% (7,280 USD) to my account so that I can resolve this complaint, thank you!

Dear mvidovic,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos. This practice can lead to unfair advantages, as such promotions are intended for single accounts.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Martin

Hello Martin,

We already responded to your email.

Regards

Dear MyStake Casino, please note that the account "mvidovic" was opened and solely used by me, I did not breach any ouf your T&Cs.

Please tell me if you need any more documentation to prove that! Thank you!

Dear parties,

thank you for your responses. After a further review of the case and the player’s recent reopening request, I believe it was appropriate to reopen this complaint in order to clarify several unresolved points.

Upon re-examination, the original conclusion referring to multi-accounting would require further clarification, and might have been a wrong assumption on my part. The casino’s position appears to be primarily based on identity inconsistencies, rather than the confirmed existence of multiple accounts.

To proceed fairly, I would like to ask the casino representative to provide us with more detailed clarification and supporting evidence regarding the matter. The purpose of reopening this case is to ensure that the matter is assessed accurately based on clearly defined grounds and verifiable evidence from both sides.

Thank you for your cooperation.

Hello,

We have already responded to your email.

Dear casino representative,

thank you for your response. I have replied to your email as well.

Hello,

After reviewing your email, we have decided not to pursue this complaint.

Dear MyStake Casino,

can you please explain what you mean by "not pursuing this complaint"?

Also I would ask you again to answer my question if you need any more documentation to prove the ownership of my MyStake account, thanks in advance!

Dear mvidovic,

thank you for your continued cooperation. As things stand, the casino has decided not to continue with the resolution process, as they firmly believe you have broken the terms and conditions.

As for us, we are still evaluating the evidence from both sides. I will send you an email regarding the next steps I would like you to undertake shortly.

Dear MyStake Casino,

I can send you any documentation you require to prove my ownership of the account. Please just tell us what you need!

Dear mvidovic,

I've sent a response to your email.

Dear mvidovic,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru