MyStake Casino - Гравець вважає, що виплату відкладено

I am having serious issues with MyStake. I had a balance of €160 and tried to withdraw via Binance Pay. They claim the transaction was completed, but I never received the funds. Only €52 remain in my account.

During the process, they asked me for sensitive documents, including photos of my credit cards and a video of me holding my passport, which feels extremely suspicious.

In my withdrawal history, my attempted withdrawals show Binance Pay, but the transaction they claim is "completed" does not show any payment method, which suggests they never actually sent the money.

I have already completed KYC, so the problem is not verification—it’s purely the withdrawal of my funds.

I am reporting this publicly because MyStake is refusing to release my money and seems to be using delaying tactics.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, 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.

The problem is not simply that the payment has not been made, it is that since I sent the tests, they blocked my account and I cannot access it. In the said payment they made, the payment method I chose, which was "Binance", does not appear. They only respond to my email saying that I should go to KYC. They tell me to go to the support email and then the support to go to KYC again. Nobody gives me an answer and my account is blocked.

I would like to update my complaint regarding MyStake Casino.

My account had a total balance of €162.

The casino informed me via live chat that €110 was deducted due to an alleged violation of their terms, leaving only €52 available.

I do not accept this deduction, as no clear explanation or proof of wrongdoing has been provided.

My account has been blocked, and I have no access to the remaining funds.

Attached are screenshots of the live chat where they communicated this. I am demanding the full payment of my balance (€162).

This update is to make the situation clear and to document that the casino is refusing to release my full funds without justification.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Did the casino specify exactly which clause or paragraph from their Terms and Conditions (especially articles 10–12) you allegedly violated? If so, could you please share that information or a screenshot of their explanation?

Did you meet the basic wagering requirement for your deposit?

Have you ever shared your device, payment method, or IP address with another person who also has an account at MyStake? Or do you personally know anyone else who holds an account at the same casino?

Were you playing with an active bonus at the time of your gameplay or withdrawal request? If so, do you recall the terms attached to that bonus?

Did you play casino games or bet on sports?

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.

Hello,

Thank you for your message. Please find my answers below:

Clauses / Terms violated:

The casino did not specify exactly which clause or paragraph I allegedly violated. I was only told that it was related to Articles 10–12 of their Terms and Conditions, but no detailed explanation or proof was provided.

Wagering requirements:

Yes, I met any basic wagering requirements for my deposits.

Shared devices / payment / IP:

I have never shared my device, payment method, or IP address with anyone else who has an account at MyStake. I do not know anyone else with an account at the casino.

Bonuses:

I was not using any active bonus during my gameplay or withdrawal request.

Type of gameplay:

I played casino games and sports betting.

Additionally:

My account was blocked after I requested a withdrawal.

My total balance was €162, of which only €52 was returned.

I did not receive proof or explanation for the deduction of €110.

I hope this information helps you understand the situation. I expect assistance to recover my full remaining balance (€162) as soon as possible.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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 there,

Thank you Dano2702 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MyStake Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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,

We found the user's KYC suspicious, so we requested a video verification. In the video, it is clear that someone is telling him what to say. In short, the use of that account by third parties violates our terms and conditions.

We will send it to you by email.

Kind regards

Thank you for providing me with the evidence MyStake Casino representative.

Dear Dano2702, After reviewing the recording provided by the casino, we have determined that during the video verification process you were receiving guidance from a third party regarding what to say. This raises serious concerns about the authenticity of your account. As you are aware, each individual is permitted to maintain only one account, which must be operated personally and funded solely by them.

Your activity represents a clear violation of this policy, as it is not possible to confirm that you were the individual operating the account. Consequently, we must reject your complaint.

We appreciate your understanding in this matter.

Kind regards,

Peter