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I am submitting this complaint regarding the confiscation of €16,217.73 from my MyStake account after I had fully completed the wagering requirements of the Galaxy VIP Weekly Cashback bonus.

The casino claims the confiscation was due to a "maximum withdrawal limit of 5× the bonus amount." However, this rule does not appear in the Bonus Terms & Conditions or the General Terms & Conditions that were applicable at the time of my gameplay.

Detailed Explanation

The Galaxy VIP Weekly Cashback bonus was activated and wagered between 24–28 November 2025.

All wagering requirements were fully completed.

After wagering was completed, further gameplay continued using cleared real-money funds.

The disputed winnings were generated during this real-money play.

MyStake later removed the majority of my balance, stating that only 5× the cashback amount could be withdrawn.

I asked MyStake support to provide:

The exact Terms & Conditions clause justifying this limit, or The historical version of the T&Cs in force during my gameplay

They were unable to provide either.

Key Issues

• No published rule
• There is no maximum withdrawal limit stated for the Galaxy VIP Weekly Cashback bonus in the T&Cs I reviewed.
• Retroactive application of terms

After the dispute began, MyStake sent screenshots of updated terms and later changed their Terms & Conditions to introduce new withdrawal limits. These terms were not in place at the time of play.

Cleared funds confiscated

Winnings generated after wagering completion, using cleared real-money funds, were treated as bonus funds and confiscated.

Partial goodwill payment

MyStake later offered a partial "goodwill" payment (approximately €784), while still refusing to release the remaining €15,433.20. This payment was explicitly stated to be a goodwill gesture, not a settlement.

Independent Expert Assessment

I commissioned an independent iGaming compliance assessment, which concluded that:

The casino’s decision is not supported by evidence

The cited withdrawal limit did not exist in the applicable Terms & Conditions

The confiscation appears to rely on unpublished or retroactively applied rules

Current Status

MyStake maintains that the funds will not be released.

Attempts to submit the complaint to Curaçao regulatory bodies have been unsuccessful due to unreachable email addresses and portals.

I am seeking CasinoGuru’s assistance in obtaining:

The historical Terms & Conditions relied upon by MyStake, or

The release of the confiscated funds

Requested Resolution

I respectfully request:

The return of the confiscated €16,217.73, or

Clear evidence of a valid Terms & Conditions clause that justified the confiscation at the time of play

Thank you for your assistance.

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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. I went over the evidence

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share evidence that the wagering of the bonus was cleared and the winnings were accumulated with the real money balance?
• Please provide the game history from the relevant time period to me for review. You should be able to request your game history from support in Excel (.csv) format
• Share the relevant evidence with me at tomas@casino.guru

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

Hi thomas

thank you for looking into this for me I will be requesting the game history from my stake shortly and will email over what I have in regards to clearing the bonus requirements straight away

Hi Tomas,

Just to confirm, I’ve emailed you the requested information along with the MyStake chat transcript showing that they are unable to provide my game history in CSV/Excel format due to system limitations on their side.

Please let me know if you need anything further from me at this stage.

Thank you for your assistance.

Hi Tomas,

I attempted to send the requested evidence to your email address, however the message was rejected due to security restrictions (status code 5.7.1).

I have therefore uploaded the full MyStake chat transcript and supporting evidence directly here in the case, as requested. The transcript confirms that MyStake is unable to provide my game history in CSV/Excel format due to system limitations on their side.

Please let me know if you require anything further from me at this stage.

Thank you for your assistance.

i will upload the other files over two chats as there is a limit to uploads

Thanks for your patience.

I received an email from you; however, no file was attached.

Try sending either an original file again, or If the file cannot be sent via email, try uploading it to a cloud depository of your choice and share access to the file with me that way.

I apologize for the inconvenience.

Looking forward to your reply.

Hi Tomas

shared with you I have sent the link

Hello Tomas,

I wanted to inform you of MyStake’s most recent public response to my Trustpilot review.

In their reply, MyStake stated that "every bonus has its own terms and conditions," however they did not provide, quote, or link to any specific Galaxy VIP Weekly Cashback bonus terms, nor did they reference any clause showing a withdrawal cap or conversion of cleared winnings back into bonus funds.

At no point during activation was I presented with, or able to access, separate Galaxy VIP Weekly Cashback terms containing these restrictions. This remains my core concern, as such conditions would be material and should have been clearly disclosed prior to bonus activation.

I’m happy to provide a screenshot of their Trustpilot response if helpful.

Thank you for continuing to review the case.

Hello Azureaus,

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 Azureaus,

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, Michal (michal.k@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

Ok, thank you Tomas for all your help so far.

Hello Azureaus,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

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

Dear MyStake Casino,

To help us review this case accurately and fairly, we would appreciate it if you could share the version of your Terms and Conditions that was in effect at the time the player registered their account and received their winnings. Having this information will allow us to better understand the applicable framework and assess the matter in its proper context, as the player has raised concerns about the possible retroactive application of newer rules.

We would also be grateful for a detailed overview of the sequence of events related to this case to ensure we have a complete and accurate understanding.

If there is any information or evidence that cannot be disclosed publicly, please feel free to share it with me directly at michal.k@casino.guru.

Thank you in advance for your cooperation.

Hello,

According to that bonus T&C, the maximum withdrawal limit is 10x the bonus money.

Kind regards

Dear Michal,

Thank you for taking over the case.

For clarity, the screenshot MyStake previously provided showing the 10x maximum withdrawal limit relates to updated Terms and Conditions introduced after my complaint. At the time I accepted and completed the Galaxy VIP Weekly Cashback bonus (24–28 November), the withdrawal cap being applied to my winnings was 5x the bonus amount.

Despite multiple requests, I was not provided with a verifiable copy of the exact Terms and Conditions version that was active at the time of play, nor evidence that such a 5x withdrawal cap was clearly displayed and agreed to before the bonus was activated.

My concern remains that the withdrawal limitation was either insufficiently disclosed or applied retroactively.

I therefore respectfully request that MyStake provide:

• The exact archived version of the Terms & Conditions in force on the date the bonus was accepted

• Evidence that this specific version was presented to and accepted by me prior to gameplay

• Confirmation that no subsequent revisions are being relied upon in this case

I appreciate your assistance in ensuring this matter is reviewed fairly and based strictly on the applicable terms at the time of play.

Kind regards,

Constantino

Dear MyStake Casino,

I kindly request your assistance in reviewing this case with accuracy and fairness. It would be greatly appreciated if you could provide the version of your Terms and Conditions that was in effect at the time the player registered their account and accrued their winnings. Having access to this information will enable me to comprehend the relevant framework and evaluate the situation within its appropriate context, particularly as the player has expressed concerns regarding the potential retroactive application of newer rules.

Additionally, I would be thankful for a comprehensive overview of the sequence of events related to this case to ensure that I have a complete and accurate understanding.

If there is any information or evidence that cannot be disclosed publicly, please do not hesitate to share it with me directly at michal.k@casino.guru.

Thank you in advance for your cooperation.

Hello,

We checked the bonus's activation date as well as its previous details. Since January, we have modified our withdrawal terms to include a 10x (bonus amount) withdrawal limit. Prior to that, it was 5x, and we had to reduce the user's excessive amount.

Kind regards

Dear MyStake Casino,

Kindly forward me evidence supporting your claims at michal.k@casino.guru for an independent review.

Thank you in advance.

Hello,

We have the ability to change our conditions and raise the players' withdrawal limits. We can't give you the information we had last year because we changed the term months ago and don't have an old version.

Kind regards

Dear MyStake Casino,

While having access to this information would certainly be helpful, I understand that retaining older versions of the terms and conditions is not mandatory.

Dear Azureaus / Constantino,

I attempted to offer my assistance and appreciate your perspective; however, without access to the pertinent information and evidence, we, as an independent entity, are unable to reach a definitive conclusion.

While it would certainly be preferable for the casino team to provide us with the earlier version of their T&Cs that were applicable at the time you registered your account and accumulated your winnings, to the best of my knowledge, there is no regulation requiring casinos to retain previous versions of their terms and conditions. At least not for Curaçao gaming-licensed casinos.

Regrettably, we find ourselves in a position where we have reached the limits of what we can accomplish from our side. Furthermore, even you have not presented any evidence that would contradict the explanations provided by the casino's team; therefore, we are unable to advocate on your behalf or argue that the casino has failed to adhere to its own rules.

Generally, if any bonus has a maximum win/withdrawal limit, it should ideally be specified in the bonus description; however, even if it is not, this does not imply that the general bonus T&Cs are inapplicable. Moreover, the Galaxy VIP Weekly Cashback bonus was a special bonus available only to a certain number of players for a limited time; thus, it is not uncommon for such promotions to have less detailed descriptions than standard, regular bonuses. In general, it is always advisable for players to review the casino's broader terms and bonus regulations before claiming any offer, as these apply across the board. When in doubt, reaching out to casino support for clarification before accepting a bonus can also be a helpful step.

I do want to acknowledge that you may feel the applicable version of the terms was not clearly indicated, and I respect that concern. However, based on the information available to us, we are not in a position to conclude that the casino acted outside of its own rules.

With all this in mind, I regret to inform you that I am unable to continue to pursue this case. You are welcome to escalate your situation to the casino's licensing authority or the appropriate authorities in your jurisdiction if you believe the casino has not adhered to their rules, or the casino might have applied any rules retrospectively, but this matter has exceeded our capabilities.

I understand this may not be the response you were hoping for, but I trust you recognize the limitations on our side present in this situation.

Please let me know how you would like to proceed or if there is anything else I can assist with at this time. Otherwise, I will proceed with closing the case.

Dear Michal,

Thank you for your time and for the effort you have put into reviewing this matter. I appreciate the transparency regarding the limitations you faced due to the absence of archived terms and supporting documentation.

While I am naturally disappointed with the outcome, I understand the position you were placed in without access to historical records from the casino.

Before the case is formally closed, I intend to approach the casino directly in an attempt to reach a commercial resolution. Should any new evidence come to light, I will be sure to forward it to you.

Thank you again for your assistance and professionalism throughout this process.

Dear Michal,

Thank you again for your response and for clarifying the limitations faced in this case.

As you mentioned the possibility of escalating the matter to the casino’s licensing authority, I would appreciate it if you could provide the correct regulatory body details and the appropriate contact information or complaint submission link.

Additionally, please let me know if referencing the Casino Guru case ID would be helpful when submitting a formal complaint.

Thank you for your guidance.

Dear Azureaus / Constantino,

You might find our article How to submit a complaint to a regulator | Casino Guru and our article about Licensing Authority – Curaçao Gaming Control Board | Casino Guru useful.

Although the Curaçao Gaming Authority (CGA) currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law, so it might be worth a try. They have this stated on their official webpage

Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option.

I am sorry I could not be of more help on this occasion.

Dear Michal,

Thank you for providing the relevant articles and clarification regarding the Curaçao Gaming Authority’s position.

I appreciate your transparency throughout this process, even though the outcome was not what I had hoped for. I understand the limitations you were working within.

I will review the information provided and consider whether to escalate the matter further. Should I proceed and receive any substantive response, I will ensure that you are informed accordingly.

Thank you again for your time and professionalism in handling this case.

Kind regards,

Constantino

Dear Azureaus / Constantino,

Thank you for your response. I appreciate your understanding. If there is anything else I can assist you with, please let me know. Otherwise, I will proceed with closing the case.

Nothing else thank you

Dear Azureaus / Constantino,

Thank you for your confirmation.

We regret that we are not able to provide further assistance in this matter. However, should you experience any issues with this or any other casino in the future, please do not hesitate to reach out to us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru