MyStake Casino - La cuenta del jugador ha sido cerrada, bloqueándose el retiro.

Hello Casino Guru Team,

I am submitting a complaint regarding Mystake Casino for withholding my €250 withdrawal after closing my account without providing any specific Terms and Conditions violation.

Timeline of events:

I did not use any active bonus on my account.

I successfully withdrew €60, which was approved and paid, confirming that my account activity was reviewed and considered valid.

On the following day, I submitted a withdrawal request of €250.

After submitting this withdrawal, my account was blocked and later permanently closed.

I received generic emails stating "violation of Terms and Conditions," but no specific clause, evidence, or timestamped activity has ever been provided.

I contacted both Support and the Compliance Department. Each department redirected me to the other, without addressing the pending €250 withdrawal or providing any contractual justification.

The €250 withdrawal was submitted before the account closure. Withholding these funds without proof or specific T&C references is unfair and unjustified.

I am requesting Casino Guru’s assistance to help resolve this matter and ensure the payment of the €250 withdrawal or a clear, documented explanation based on specific Terms and Conditions.

Thank you for your help.

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Hello,

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 you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you passed account verification? Were you asked to submit any documents in order to pass verification? Which ones?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your message.

Here is the requested information:

• Duration of activity and account blocking

My Mystake account was created on December 24, 2025.

It was blocked on January 14, 2026, the day after I requested a withdrawal of €250, even though the account was fully active.

• Games used to build up the balance

I played exclusively roulette games.

I did not play slot machines, live games, or sports betting.

• Bonus

I confirm that I did not use any bonuses at the time the balance was generated or during the withdrawal requests.

• Account verification (KYC)

My account was fully verified on the day it was created, December 24, 2025, with:

the transfer of my driver's license

facial recognition

This verification has been validated by the casino, making my account legitimate for any type of withdrawal.

I would also like to point out that an initial withdrawal of €60 was approved and paid, and that the withdrawal of €250 was submitted before the account was closed, without any specific violation of the Terms and Conditions being communicated to me.

Sincerely,

Samir

Bonjour Tomas,

Merci pour votre message.

Voici les informations demandées :

• Durée d’activité et blocage du compte

Mon compte Mystake a été créé le 24 décembre 2025.

Il a été bloqué le 14 janvier 2026, soit le lendemain de ma demande de retrait de 250 €, alors que le compte était pleinement actif.

• Jeux utilisés pour constituer le solde

J’ai joué exclusivement à des jeux de roulette.

Je n’ai pas joué aux machines à sous, aux jeux en direct ni aux paris sportifs.

• Bonus

Je confirme que je n’ai utilisé aucun bonus au moment où le solde a été généré ni lors des demandes de retrait.

• Vérification du compte (KYC)

Mon compte a été entièrement vérifié le jour de sa création, le 24 décembre 2025, avec :

la transmission de mon permis de conduire

une vérification faciale

Cette vérification a été validée par le casino, rendant mon compte légitime pour tout type de retrait.

Je précise également qu’un premier retrait de 60 € a été approuvé et payé, et que le retrait de 250 € a été soumis avant la fermeture du compte, sans qu’aucune violation précise des Termes et Conditions ne m’ait été communiquée.

Cordialement,

Samir

Hello samir_jlassi,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello samir_jlassi,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear samir_jlassi,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello,

Okay, thank you very much. I remain at your disposal for any further questions.

Sincerely

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear MyStake Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hello,

We will get back to you soon.

Hello once again,

The player's account is a duplicate account of a juvenile, and on this account, other peerson's docs are used by a kid. We will send additional information via email.

Kind regards

Hello,

I strongly deny the accusation that my account is a duplicate account of a minor or that my account was operated by a child using someone else’s documents.

The account was created and used exclusively by me. 

The KYC verification was completed with my own valid identification and a facial verification, which was approved by the casino at the time of registration.

If the casino is making such a serious claim, I formally request that they provide clear and verifiable evidence supporting this accusation.

I am willing to cooperate fully and provide any additional verification required to prove my identity and that I am the legitimate account holder.

I kindly ask Casino Guru to review any evidence provided by the casino carefully, as this accusation is false.

Kind regards, 

Samir

Thank you, MyStake Casino, for the information and all the documentation provided.

Dear user,

Please know that we definitely do not accept such behavior, which is strictly against fair gambling, and we won't be able to help you now nor in the future if you continue to do so.

This complaint will now be rejected as unjustified.

Respectfully,

Romi