MyStake Casino - Dobici igrača su konfiskovani.

After I had fantastic luck with the 2nd deposit bonus and won 6,500€ from my 500€ deposit, they simply abandoned all my winnings claiming I developed strategies to gain unfair winnings. What a freaking joke! I definitely didn't develope anything hahaha what a lame excuse to not pay me my winnings... I am so angry at them first I am so happy for the win and then they do this... I really hope they can not get away with this behavior... Please help me

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 makes such a request, 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.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MyStake Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Please specify when you claimed the bonus. Have you finished wagering requirements?  
• Did the casino inform you what bonus terms you supposedly breached?
• Is your casino account fully verified?  

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,

Natalia

I made the deposit for the bonus on 30.09 and yes I fully wagered the bonus. No, the Casino didn't inform me what I actually could have done wrong, I'll attach a screenshot of their statement.

Yes, my profile is fully verified.

Thank you very much 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 Andipf,

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

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 Michal,

I have contacted you via email.

Best regards

Dear MyStake Casino,

Thank you for your email. I look forward to receiving the additional information and supporting evidence that will help clarify the situation.

Hello,

The user's account was deducted 20% of their last deposits and all winnings as a result of the 10th part violation of our Terms and Conditions, which relates to the development of strategies to obtain fraudulent winnings. The account will be permanently suspended after the withdrawal.

We will send you the detailed information via email.

Regards

Dear MyStake Casino,

Thank you for your response. I look forward to receiving the additional information and supporting documentation pertaining to the alleged rule violations, as requested in my most recent email.

Hello,

The information is sent via email.

Dear MyStake Casino,

Thank you for your email. I have shared my thoughts on the situation and am awaiting your response.

Dear Andipf,

As you mentioned, this was the second deposit bonus you've played with and won the disputed funds. How many bonuses have you claimed in Mystake Casino together? What games do you usually play? Were all the games you've played with an active bonus freely available to you?

This was the second bonus I received. With my first deposit I received a bonus as well but lost it all. I am usually playing all different kind of slots but I'm not into sports bets. One of my favorites is Limbo, where I made the huge win on Mystake. Yes, ofcourse I only played allowed games that were playable with bonus funds and contributed to wagering. I also didn't place any bets above their maxbet limit. Everything I did was definitely not a breach of the T&C and I still think this is ridiculous behavior from the Casino.

Dear Andipf,

Thank you for your response.

Dear MyStake Casino,

I'm looking forward to your response to my email.

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 are investigating the issue and will get back to you soon!

Dear MyStake Casino,

I am eager to see some appropriate progress on this matter, as it has been pending for quite a considerable time.

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 Michal,

We have sent you additional information via email.

Regards

Dear MyStake Casino,

Thank you for your email. I have replied with further inquiries to gain a clearer understanding of the situation.

Hello Michal,

We have sent you an email.

Dear MyStake Casino,

Thank you for your email.

Dear Andipf,

Can you please confirm whether any of your friends or people you might know hold an account with MyStake Casino? If that's the case, I would like to know if you might have played at the casino simultaneously or around the same time from the same location as they—perhaps during a visit or gathering.

Dear Michal,

I am not aware of any of that. When I was playing I was completely alone and always accessing the site securely from my VPN. Sounds like the Casino is making things up to be honest.

Dear Andipf,

Thank you for the confirmation.

Dear MyStake Casino,

I'm looking forward to your reply to my latest email.

Hello,

We will send you details soon.

Dear MyStake Casino,

I am still awaiting your reply to my previous email. I would appreciate it if you could respond at your earliest convenience.

Hello,

We have responded to your email.

Thank you for the information and evidence, MyStake Casino team.

Dear Andipf,

After thoroughly examining the evidence submitted by the casino, I regret to inform you that I can no longer continue with this case. While the initial accusation of "developed strategies to gain unfair winnings" was not substantiated, the evidence indicates the existence of multiple accounts created in quite close succession (likely by you), associated with the same IP addresses and user agent. All the accounts used the same payment method, claimed the same bonuses and played the same games in the same or strikingly similar manner, which cannot be dismissed as a mere coincidence, especially since even you confirmed that "When I was playing I was completely alone." In light of these findings, the decision made by the casino team to block your account and confiscate the winnings appears to be justified. While you are entitled to disagree with this conclusion and may reach out to the casino's licensing authority if you wish, we regret to inform you that, because of the above, we are unable to pursue your complaint further, and I will now proceed to reject it as Unjustified.

I can only recommend that you familiarise yourself with the terms and conditions and follow them.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us, and we will try our best to help.

Best Regards,

Michal

Casino Guru