MyStake Casino - Dobici igrača su blokirani, a isplata je odložena.

I am filing a complaint against MyStake / mystake7.win regarding blocked winnings and an unresolved withdrawal issue.

I deposited and played normally. On the day of the issue, I won approximately €870 in profit. When I attempted to withdraw, the platform blocked the withdrawal and required KYC verification.

I submitted my documents correctly and repeatedly, exactly as requested by their team, multiple times. However, they kept rejecting the documents without giving any clear or consistent reason.

Then the casino sent contradictory emails:

They accused me of violating terms and allegedly using another person’s documentation.

In the same communication, they stated that I could withdraw my remaining balance.

I attempted to withdraw, but the platform did not allow it because KYC was still blocked.

They later changed their position and said I could only withdraw 80% of my last deposit.

I tried again, but the platform still blocked the withdrawal due to verification.

The visible balance now shows only around €20 (approximately 80% of my last €25 deposit), while my actual winnings from gameplay were not made available for withdrawal.

Support and Compliance repeatedly redirected me between departments and did not address the substance of the complaint. More than 30 hours have passed without a real resolution. I have all emails, screenshots, and records of the failed withdrawal attempts.

I request:

release of my legitimate winnings / funds,

a proper explanation for repeated KYC rejection,

and disclosure of the legal basis for withholding my winnings.

I have everything recorded, the video is long so I can’t upload it all. This is the moment they change my balance from 871 to 20€ because they didn’t accept the documents I sent them, even if they were the ones that they did asked me to send.

Important notice:

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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?
• 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?
• If the communication recorded on the video is not in English, I would kindly ask you to provide this communication separately in the form of emails, chat transcripts, or screenshots to me at tomas@casino.guru
• Screenshots can be submitted here. If you wish to submit any big files, you may use a cloud storage of your choice to do so.

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