MyStake Casino - Igraču je oduzet dobitak.

Dear Casino Guru Support,

This is a formal complaint regarding Mystake casino. My account had winnings of €7,098, which have now been confiscated. I was told this was because I allegedly broke the rules, but I played fair and followed the rules.

I deposited €250 into my account, and now only that amount is left. I believe this is unfair and I would like a full explanation, as well as a review of the decision to confiscate my winnings.

I would like some clearly information on what rule I supposedly broke and any evidence they have to support this. I hope that this issue can be resolved fairly.

Please let me know how I can send you the email reply I received from them.

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 mollybolly,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the KYC verification, please?  
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Good Morning Katarina,

Thank you for your fast response.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  

I played casino slot games.

Did you pass the KYC verification, please?  

Yes, i did complete the verification, I did a live selfie verification.

Did you accumulate your winnings with or without an active bonus?  

I did use a bonus that I got upon depositing and completed the wagering requirements.

Thanks again for your time..

N*********

Dear mollybolly,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Good afternoon Katarina,

I have sent you the email.

Thanks.

Thank you very much, mollybolly, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear mollybolly,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from MyStake Casino to join this conversation and assist in addressing the complaint.

Dear MyStake Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello,

The user broke our rules - he had a connection with another user, and both of them were playing with the same strategy, using the same bonus. Due to it, we suspended the user's account and deducted the funds.

We will send additional information via email.

Kind regards

I have only played slots and by myself, I have not played with anyone else. I do not agree with the accusation of breaking the above mentioned rule. I just check online regarding the rules on how to play the games. Nothing out of the ordinary has been done.

Dear MyStake Casino,

I have provided a response to your recent email requesting additional information regarding this case.

I look forward to your reply.

Dear MyStake Casino representative,

Thank you for your response, but I strongly disagree with this accusation. I have only played slots by myself no one else has ever accessed my account or played alongside me. I do not know any other user, and I certainly did not coordinate any "same strategy" with anyone.

Regarding the supposed "connection" via IP: this is completely unfair and unreliable in Ireland. Ireland is a small country with a limited pool of IP addresses, and it is also one of the biggest gambling markets in the world. Thousands of players access online casinos every day from shared networks, public Wi-Fi, mobile data, or even the same ISP. IP overlap is inevitable and happens constantly it is not evidence of wrongdoing.

Punishing a player for something as common as an IP match especially after I passed full KYC with live selfie verification and completed all bonus wagering fairly is unjust. I played legitimately, followed the rules, and now my €7,098 in winnings have been taken without proof.

PLease do the restoration of my full winnings, as no fair rule violation occurred

I look forward to a proper review and a fair resolution.

Best regards,

mollybolly

Hello,

We will send further information via email.

Whatever comes out I will take legal action if they don't pay!

Dear MyStake Casino,

I have submitted a response to your recent email requesting additional information concerning this case.

I look forward to your reply.

Hello Stefan,

We sent you further information.

Dear MyStake Casino,

Thank you for your response. I will review the matter carefully and will reply to your email as soon as possible.

Thank you for your understanding.

Dear MyStake Casino,

I have responded to your email and will be awaiting your reply.

Hello Stefan,

We have sent you an email. Please check it.

Kidn regards

Dear MyStake Casino,

Thank you for your recent correspondence. I have responded to your email and provided the requested information. I will now await your reply and any further clarification you may have regarding this matter.

I look forward to hearing from you.

Hello,

We already responded to your email.

All seems clear here that the player should be played.

Dear MyStake Casino,

I have already sent an email regarding this matter and am awaiting the response.

I look forward to your response.

Hello,

We sent you the final proof regarding that issue.

Dear MyStake Casino,

Thank you for letting us know.

I have responded to your email and I look forward to your response.

Hello,

Please review our inbox as well.

Dear mollybolly,

We have reviewed the evidence provided by the casino and would like to ask for your clarification.

According to the records, the selfie was submitted, and approximately 44 minutes later the passport was provided from a location that appears to be geographically distant, making it unlikely that both submissions were made from the same place within such a short time frame.

Could you please explain this discrepancy? Based on the available information, it raises concerns that another individual may have been involved in the verification process, which would be contrary to the casino’s terms and conditions.

We kindly ask for your explanation so we can better assess the situation.

Dear Stefan,

Thank you for bringing this to my attention and giving me the opportunity to clarify.

The explanation for this discrepancy is straightforward: I used two different devices during the verification process. I submitted the selfie from my computer, and then I used my phone to scan the QR code and submit my passport photo.

What I didn't realise at the time was that my phone has a VPN app that runs automatically in the background for security and privacy protection. This is something I use routinely to protect my data on mobile networks and public Wi-Fi it's not something I activated deliberately for the verification process. I wasn't even aware it was active when I submitted my passport.

This would explain why the locations appear different my phone's VPN was routing my connection through a different server, making it look like I was in another location when in reality I was in the same place the entire time.

I can assure you that I completed the entire verification process myself, from the same location, using my own documents. There was no other person involved. The apparent geographical discrepancy is simply a technical issue caused by the VPN on my mobile device.

I hope this clears up the confusion. I'm happy to provide any further information if needed.

Hi?

Hello mollybolly,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear mollybolly,

Thank you for your detailed explanation.

After carefully reviewing the available technical data on our side, we can confirm that the detected IP address was not identified as a VPN connection. For this reason, we are currently unable to attribute the discrepancy to VPN usage as described.

In order to continue reviewing your case, we kindly ask you to provide proof that a VPN was active on your mobile device at the time of the verification process. This could include, for example, screenshots from the VPN application showing connection logs, activity history, or any other relevant technical confirmation indicating that the VPN was running at the specific date and time in question. Alternatively, you may provide the IP address assigned by the VPN at that time so we can verify whether it matches the connection records.

Once we receive this information, we will be happy to reassess the situation.

Thank you in advance for your cooperation. We look forward to your response.

Dear Stefan,

Thank you for your response.

With all due respect, I find it very concerning that the resolution of my case now depends on me providing VPN connection logs from approximately 10 months ago. As I'm sure you are aware, virtually all reputable VPN providers operate under strict no-log policies this is the entire purpose of using a VPN for privacy and security. Asking me to produce logs that by design do not exist is an unreasonable and frankly impossible burden of proof.

I must also question the statement that the IP address "was not identified as a VPN connection." What tool or database was used to make this determination? No VPN detection system is 100% accurate. Services like IPQualityScore, IP2Location, and MaxMind all have known false negative rates, particularly with residential VPN servers and smaller providers. The fact that your system did not flag the IP as a VPN does not prove a VPN was not in use it simply means your detection tool did not catch it. These are two very different things.

Furthermore, I would like to understand something: if the casino's concern was truly about two different people being involved in verification, why was my KYC approved in the first place? The live selfie matched my passport. My identity was confirmed. The verification was accepted. It seems contradictory to approve the KYC and then later use the same process as grounds to confiscate winnings.

That said, I am willing to cooperate. What I can provide?

Dear mollybolly,

Thank you for your detailed response and for outlining your concerns so clearly.

You raise valid points regarding VPN logging policies and the limitations of IP detection tools. We understand that many VPN providers operate under strict no-log policies and that requesting historical connection logs may not always be feasible.

As this discrepancy is central to the case, some form of supporting evidence is still necessary to objectively assess your claim.

If full connection logs are not available, you may consider providing any alternative documentation that could reasonably support your statement, such as:

• Confirmation from your VPN provider that you had an active subscription during the relevant period
• Any device-level evidence (e.g., screenshots of VPN app settings, usage history if available, or payment records showing active service at the time)

While this may not conclusively prove the exact IP used at that specific moment, it could help establish the plausibility of your claim and allow us to reassess the matter more comprehensively.

Dear MyStake Casino,

I have sent you an email and will be awaiting your reply.

Hello Stefan,

We have already provided you with additional documents.

Kind regards

Dear mollybolly,

Could you please clarify whether you used a VPN only on your mobile device, or also on your computer?

I look forward to your response.

Dear MyStake Casino,

I have responded to your email and will be awaiting your reply.