MyStake Casino - Обліковий запис гравця несподівано закрито.

Hello,

I did open my account on 9th od February. Lost my two first deposits for the amount of 500 EUR.

Luckily the 3rd deposit (made on 11th od February) wager was successfull for me since I managed to make 4676 EUR out of 500 EUR deposit. My joy was not long lasting since I made my withdrawal request on 12th of February at est 3 am. and got an email 7 hours later that my account was closed and funds deducted due to breach of terms and conditions. Since I am sure I did not break any of it, I am ready to prove everything the casino will want me to provide to succesfully withdraw my funds.

Please help me, since I find you the last bastion of truth in this case and I am ready to cooperate with you in this case boundlessly.

Regards,

Karol

Dear Wilhamek,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance 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 did open an account at this website on 9th od February 2025. I did my 3rd deposit with 3rd 50% casino bonus available. I did take it but the winnings would be the same reduced by the stake of bonus since the lowest balance (500 eur deposit + 250 eur bonus) was about 550 eur so the bonus funds were not even used. After I did a wager of 30x deposit+bonus amount (22500 eur I guess) I requested withdrawal and got an email shortly after that that my account is blocked and funds taken. I can forward you this email if needed. I did play only slots mostly for the stake of 3 eur per spin, like 200 maybe for the stake of 4 eur per spin.

If needed I am here to provide more details,

Regards,

Karol

Thanks for the detailed explanation.

Please share the information with me at tomas@casino.guru

Forwarded 🙂

Thanks for your patience.

Have you registered more than one account in the casino to your knowledge?

Is there a chance someone using your IP address also created an account in this online casino?

I have not registered any other account and there is no chance of anyone using my IP.

Thank you very much, Wilhamek, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 Wilhamek,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a MyStake Casino representative to join this conversation and participate in resolving this complaint.

Dear MyStake Casino,

Could you comment on the situation and state why the Player's account got blocked?

Thank you in advance for providing the information.

Hello,

The user is noticed in the bonus hunting activity and has crossed IP addresses with another bonus hunter player, which goes against our rules.

We will send you the crossing IP proof via email and additional docs as well.

Kind regards

Dear MyStake Casino,

Thank you for your response and the information you have provided.

I am afraid that the evidence is not sufficient. Pairing someone's activity with a player who played three years ago doesn't prove anything. Especially, if we are talking about an IP match.

I can suggest you provide us with additional evidence or pay the player in full.

I'll be awaiting your reply.

Hello,

The player can withdraw the funds but first, he should pass the video and card verification process for additional checks.

Kind regards

Hello Wilhamek,

Could you follow the casino's instructions regarding the verification? Did you receive any information on how to proceed further?

I'll be awaiting your reply.

Hello Stefan,

Thank you for your successful actions. I am really grateful.

Answering to your question I did not receive any instructions on how to pass further verification nor on email or at casino's website.

Regards,

Karol

Dear MyStake Casino,

Could you provide the player with instructions on proceeding further with the verification?

I'll be awaiting your reply.

Thank you, I have withdrawned all the money 🙂

You can settle the case as closed.

Once again big thanks for your engagement to this case 🙂

Dear Wilhamek,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru