MyStake Casino - Zahtev igrača za povlačenje je odložen.

After winning some money at this Casino I made my first withdrawal request a few weeks ago. MyStake rejected it and blocked the possibility to withdraw on my account asking for a video verification. I sent them the video and it took them over 2 weeks (!!!) to verify it. I then made some two smaller withdrawals last week which were successfully paid out (approx. 1,500 USD in total).

After making some bigger winnings at the Casino (playing MiniGames and Craps) I made a withdrawal request of 6,000 USD this Sunday. Now they blocked my account and said that they will make an investigation which will take 6 months.

My balance 14,500 USD!

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Did you provide any documents to verify your identity? Have they all been approved?
• Did you accumulate your winnings with or without an active bonus?
• When did you create your casino account?

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,

Kristina

Hi Kristina,

• I provided my passport and a video verification which was successful.
• I accumulated my winnings without an active bonus, the 14,500 USD on my account are real money.
• My account was created September 22th 2025.

Best Regards, Miroslav

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Here is the message I received from mystake.com a few days ago:

"Dear Miroslav,

We are reaching out regarding your account,

We would like to inform you that an investigation is currently underway regarding your account,

Please note that the company reserves the right not to disclose specific details regarding the reasons for this investigation.

We understand that this may be a difficult time, and we appreciate your patience and cooperation throughout the process. Kindly keep in mind that the maximum timeframe for the investigation is six months, although it may conclude sooner.

Once the investigation is complete, you will be notified via email.

We kindly ask for your patience during this process, rest assured, once there are any updates regarding your account, you will be promptly notified by the relevant department.

Thank you for your understanding.

Have a wonderful day!

—

Best regards,

Chris / Support agent"

I also sent you all relevant communication via e-mail!

Best wishes, Miroslav

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 Tosterud,

My name is Michal, and I’ll be handling your complaint from now on. I’ve reviewed your case, and I’d like to clarify that the casino does have the right to conduct a thorough investigation of your account if they suspects any irregularities. Unfortunately, these checks can sometimes take quite some time, although the up to a 6-month timeframe for the investigation is certainly not ideal — most reviews are usually completed within 30 days, though this can vary. I’ll reach out to the casino to gather more information and provide further clarity on the situation.

In the meantime, can you please confirm if any of your family members or friends have an account with Mystake casino? If that's the case, have you been playing in the casino from the same location or at similar times as them, perhaps during a visit?

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

Dear MyStake Casino,

Could you please provide more details regarding the decision to initiate what appears to be an additional player account investigation, even though the player has already completed video verification?

If there are any factors influencing this decision that may not be appropriate to disclose publicly, please feel free to share them with me directly at michal.k@casino.guru

Hello,

I was referred to MyStake by a friend who also has a mystake account, but I am pretty sure that I never used my account at his location.

Also, since my last successful withdrawal and the time mystake blocked my account for the second time, I only played mini games, and 100% from my location. The reason for blocking my account must have been in this timeframe, so dear MyStake Casino: please explain in detail what exactly happened in these few days that made you decide to block my account.

Hello,

The user has a suspicious sports betting transaction which is under investigation. As we know, you don't review sports users' complaints.

Kind regards

Dear MyStake Casino,

Could you please confirm whether the disputed amount originates exclusively from the "suspicious" sports betting transaction?

The player has previously stated: "After making some bigger winnings at the casino (playing MiniGames and Craps)."

I would appreciate it if you could clarify this point and confirm whether the player indeed achieved winnings from these games.

Additionally, please provide details on which specific games were played, the duration of the player’s activity, and the amounts won from each of the respective games.

Thank you in advance for your assistance and clarification.

Dear MyStake Casino,

I made some small winnings with sportsbetting which I withdrawed on October 19th (see Screenshot1). After my last successful withdrawal I made no sportsbets anymore which I can prove (see Screenshot2). My big wins originate 100% from Casino (Mini games & Craps).

My question is: if there was suspicious sportsbet activity why did you payout my winnings on October 19th and only blocked my account after winning big at the Casino??

Hello,

We will send you the evidence via email.

Kind regards

Dear MyStake Casino,

Thank you for your email. I have responded back with some additional enquiries.

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 have sent detailed information via email.

Kind regards

Dear MyStake Casino,

thank you for sending information via email, but you still haven't answered my question here:

My last sports bet was on October 19th and I lost it. If there was suspicious sportsbet activity why did you payout my winnings on October 19th and only blocked my account after winning big at the Casino??

Thank you for providing all the information and evidence, including the latest one, MyStake Team.

Dear tosterud,

After gathering and carefully reviewing the information and evidence provided by the casino, I’m afraid I am no longer able to continue pursuing this case. While it is true that the disputed winnings originated from the casino games' gameplay and not sports bets, the casino’s more detailed review of your account, including your overall gameplay activity across all genres—which can be carried out at any time but is often triggered by a withdrawal request exceeding a certain threshold—has identified links between your account and several others. These accounts were created from the same location in quite close succession and show the same or strikingly similar gameplay patterns (including the "suspicious sports betting transactions" as mentioned earlier), as well as comparable deposit behaviour and use of the same payment method, which cannot be considered as just a mere coincidence. On the contrary, these are precisely the types of indicators that fall under the examples of rule violations outlined in sections 9. USE OF PLAYER ACCOUNT and 10. ANTI-FRAUD POLICY in the casino's terms and conditions to which you agreed when you created your account.

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