MyStake Casino - La cuenta del jugador ha sido cerrada permanentemente.

My account at MyStake Casino was permanently closed and my entire balance was confiscated without valid justification. I am filing this complaint because the casino has provided contradictory and unsubstantiated accusations across three separate emails, which I will detail below.

Timeline of events:

The casino sent me a first email stating that my account was closed due to "use of forged documents." I have never submitted any document to this platform — not a government ID, not a selfie, not a proof of address, nothing. I was never asked to complete any KYC verification process prior to the account closure. It is therefore factually impossible for me to have submitted forged documentation.

After I disputed this accusation formally, the casino sent a second email changing the reason entirely, now citing a violation of "Terms & Conditions, sections 9 and 10." I have never used any bonus on this platform — not a welcome bonus, not a reload bonus, not any promotional offer. I have only ever played with my own deposited funds. I have also never created more than one account on MyStake or any affiliated platform.

When I challenged this second accusation and pointed out the contradiction, the casino sent a third email reverting back to the original claim of "fraudulent documentation" — again with zero specific evidence, no dates, no transaction references, and no explanation of what was actually reviewed.

The casino has:

• Changed their accusation twice across three emails

• Never provided any concrete evidence of wrongdoing

• Never given me the opportunity to respond or complete verification before closing my account

• Confiscated my full balance plus retained 20% of my last deposit

This pattern of shifting, vague accusations with no supporting evidence strongly indicates that the casino does not have legitimate grounds for this action. They are withholding my funds without justification.

I am requesting the full return of my balance and a proper formal explanation backed by actual evidence

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.

Dear santokaaa,

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.

• What date did you first receive the email stating that your account was closed due to "use of forged documents"?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Were there any specific transactions or activities mentioned in the emails that could clarify their accusations?

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

Petra

Dear Petra,

Thank you for taking my case.

1. I received the first email stating my account was closed due to "use of forged documents" on Monday, April 21st, 2025.

2. I primarily focused on slots.

3. No. None of the three emails I received contained any specific transaction reference, date, or concrete detail explaining the accusation. The casino only made vague references to "forged documents" and "T&C sections 9 and 10" without providing any evidence whatsoever. When I asked them to specify the exact conduct and provide proof, they refused and stated they were "unable to provide any additional information."

I have attached all three emails from MyStake as evidence of the contradictory accusations.

Best regards,

Santos

Thank you for your reply and for providing the previous details, santokaaa.

• Could you please provide your game/betting history as well as your bonus history from the account, if possible?
• Additionally, could you share any further communication you had with the casino? This may include screenshots, emails, or chat transcripts.

You can send all supporting documents to: petra.h@casino.guru, or alternatively upload your screenshots directly into this thread.

Thank you again for your cooperation.

Dear santokaaa,

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,
Petra
Casino.Guru