MyStake Casino - La cuenta del jugador ha sido cerrada y sus ganancias confiscadas.

Hello,

I would like to submit a complaint regarding Mystake Casino. My account was recently closed and around €700 was confiscated. The casino claims that I violated clauses 9 and 10 of their Terms & Conditions (multi-accounting and fraudulent behaviour).

I would like to clearly state that I have never used more than one account. I only played on my own account and I have always respected the rules.

The accusation of multi-accounting seems to be connected to one specific bet I placed on a Slovak 3rd league match (Petržalka B). I placed this bet on the day of the match, because I believed the odds were very good. In Slovakia the betting offer is not very strong, so it is completely possible that other players also decided to bet on this same game. This coincidence should not be considered as "multi-accounting" or fraud.

In addition, Mystake not only confiscated sports winnings, but also my deposits and unrelated casino winnings, which I believe is unfair and against fair gaming practices.

For your review I am attaching the following evidence:

Photos/screenshots showing the funds that were removed from my account,

Screenshot of the bet I placed on the Petržalka B match,

I kindly ask Casino.guru to assist me in resolving this case, and I request that my deposits (and any fair winnings) be returned.

Thank you very much for your help.

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Dear prync,

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.  

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Could you please advise if you have passed the KYC verification? 
• Did you use a VPN to access this casino?

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

Hello,

Thank you for your quick reply. Please find my answers below:

Nobody from my household has ever created or used an account at this casino. I am the only one.

I have successfully passed the full KYC verification, including the video verification.

I have never used a VPN to access this casino.

I hope this clarifies the situation. Please let me know if you need any further information.

Dear prync,

thank you for your reply.

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

Hello, I have just forwarded all the email communication with Mystake Casino to the provided address. Since my account is blocked, I only have the emails available. Please confirm if you received everything correctly.

Dear prync,

thank you for your reply and your email.

Could you please send the communication as an attachment to the email?

The format you have decided to use is proving to be difficult to read.

Looking forward to your reply,

Katarina

As requested, I am sending all my communication with Mystake Casino as PDF attachments. These include all emails exchanged between me and the casino regarding my account closure and the confiscation of my funds.

Unfortunately, my casino account is already blocked, so I can only provide these emails as evidence.

Thank you very much, prync, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 prync,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at michal.k@casino.guru

Hello,

The user has the crossings with another user, and we will provide you with the detailed information via email.

I have never used any other account than my own. If they think there is a "crossing", then Mystake should easily be able to check and show IP addresses, device information and timestamps.

They can clearly see from their logs that I used only my own account. If another person placed a similar bet, that has nothing to do with me.

I hope they will provide real proof, because I have done nothing wrong.

The only not popular match I bet on was Petržalka B, so I guess this must be what they are talking about, because the ban came soon after.

Dear MyStake Casino,

Thank you for your email. I have responded back with some additional enquiries.

Dear prync,

I have reached out to you via email as well. I'm looking forward to your clarification.

Hi, I have already replied to the email.

Dear prync,

Thank you for your emails. I will continue my discussion with the casino team to find a reasonable resolution.

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,

According to our decision, we will refund the player.

Kind regards

Dear MyStake Casino,

Thank you for your reply. Could you kindly confirm the payment method you will use and the timing for processing the payment?

Hello,

The user can now withdraw funds without any issues.

Kind regards

Dear MyStake Casino,

Thank you for your reply.

Dear prync,

According to the response from the casino team, it appears that your account is once again accessible, and you should now be able to initiate a withdrawal. Please inform me once you have done this and when the funds are received.

Dear prync,

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.

Hello, i’ve received the funds, thank you and also mystake for making the right decision.

Dear prync,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you have received your winnings.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.

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 Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru