MyStake Casino - Račun igrača je zatvoren, a sredstva zadržana.

Subject: Complaint: Account Closed and Funds Withheld Without Evidence

My Mystake.com account was closed without valid justification, and my funds in the amount of approximately 357 EUR were withheld.

Account details:

Account holder: Liudmyla ****

Registration date: 05 January 2025

Description of the issue:

Mystake.com blocked my account without prior notice. Initially, support vaguely accused me of "fraudulent activity" but failed to provide any explanation or evidence.

Later, their Compliance Officer claimed that I allegedly violated Article 14 of the Terms & Conditions (Selling or Transferring Claims to Third Parties). I categorically deny this allegation. I have never sold, transferred, assigned, or delegated any rights, claims, or account access to any third party.

Despite multiple written requests, Mystake.com:

did not provide any evidence, dates, or factual description of the alleged violation;

refused to explain how Article 14 was supposedly breached;

stopped responding to my emails entirely;

continues to withhold my funds without a transparent review process.

I also attempted to contact the Curaçao regulator, but the official complaint email addresses were inaccessible, leaving me without effective regulatory support.

I am fully willing to cooperate, provide explanations, and prove my compliance. However, Mystake.com refuses to engage in a fair dispute resolution process.

What I request:

A transparent investigation with evidence-based reasoning, or

The release of my withheld funds (~357 EUR).

I am submitting this complaint in good faith and ask Casino Guru to assist in mediating this dispute.

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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?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

How long I was a player and when the account was blocked:

I was an active player at Mystake.com for approximately two weeks. My account was blocked at the moment I attempted to withdraw my funds.

How I found out about the account closure:

I found out about the account block via an email notification from the casino. The email stated that my account had been blocked, but it did not provide any evidence or detailed explanation of the alleged violation.

What games I played to accumulate the balance:

I accumulated my balance exclusively through sports betting. I did not play casino slots or live dealer games.

Whether the balance was obtained using a bonus:

No, the balance was not obtained through any bonus abuse. My funds were generated through regular sports bets.

Communication with the casino regarding the accusations:

After receiving the block notification, I contacted Mystake.com support multiple times requesting clarification and evidence. Initially, they vaguely mentioned "fraudulent activity." Later, their Compliance Officer referred to an alleged breach of Article 14 (Selling or Transferring Claims to Third Parties).

However, no evidence, dates, actions, or third parties were ever specified, and eventually the casino stopped responding to my emails entirely.

I am fully willing to cooperate, provide explanations, and prove that I did not violate any terms. My main concern is that the casino has withheld my funds (approximately 357 EUR) without a transparent investigation or substantiated justification.

I will send my email correspondence with Mystake.com to your email address separately, as requested.

Thank you again for your assistance. I hope this matter can be resolved fairly.

Kind regards,

Liudmyla *****

Hello Tomas,

Thank you for your continued assistance.

I would like to provide an update regarding my case. After I submitted my responses here, I received another email from Mystake.com’s Compliance Officer (Lucas Traumen). Unfortunately, the response is identical in substance to previous replies.

Once again, the casino states that I allegedly violated Article 14 – "Selling or Transferring Claims to Third Parties", but no evidence, no specific actions, no dates, and no third parties are identified. The email merely repeats the Terms & Conditions without explaining how or when this provision was breached.

To clarify my position once more:

I have never sold, assigned, or transferred any claims, rights, or entitlements to any third party;

I have never given account access or acted on behalf of another person;

All activity on my account consisted solely of sports betting, carried out personally by me;

The casino has refused to conduct a transparent review or allow me to meaningfully respond to the accusation.

Despite my repeated requests, Mystake.com continues to withhold my funds (approximately 357 EUR) while relying on a general contractual clause, without providing factual justification. This makes it impossible for me to defend myself or understand the alleged violation.

I am fully willing to cooperate and provide any information necessary, but the casino’s approach appears to be a blanket refusal without due process.

I am attaching / will forward the latest email from the Compliance Officer as supporting evidence.

Thank you again for your help. I sincerely hope this matter can be resolved fairly with your assistance.

Hello, Thomas. Any news on my case?

Thank you for your reply.

Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter problems with any online casino. We’ll be more than happy to do our best to assist you.

Best regards,

Tomas

Casino.Guru