MyStake Casino - Игрок заявляет, что его аккаунт был несправедливо закрыт.

Good evening. First of all, you are being untruthful, since I have not committed any fraudulent activity on my account. In your previous messages, you told me that I was violating articles 3, 9, and 19 of your terms and conditions, which I addressed in a note clearly explaining that there was no breach. I also reported and showed photos of the email I sent to you requesting that you send me the terms and conditions in my language, as you stated in the terms, which you did not do. Second, regarding your breach and mismanagement, I informed you months ago that I could not access my account and indicated that I wanted to close it. I sent the corresponding email with the request you asked for, and I requested to open a new account, which you verified by requesting the documentation and allowed. I used the service. Having said this, it means that if there had been any infraction on my part, you would not have given me permission to play, which was not the case, since after a few days, my verified account was enabled to play. On the other hand, their terms and conditions also indicate that if an account goes through a certain period without activity, a fee in euros would start to be charged and the discount would stop if the account balance is "0".

The account will be deactivated later. I haven't accessed that account for over 12 months, and considering this, plus the closure request, that account should already be closed. You are the ones causing the problem. Despite this, I was not only allowed to play, but also to make deposits, speak with chat agents, and receive emails inviting me to play and offering promotions. In a way, you imply that you used deception to get me to play, spend my money, and then, if I won, proceed with this scam. As I demonstrate in the photos I sent, where I show the request to close the previous account and the chat notification stating that the new account was created, the screenshot showing that my account was verified (not violating any rules), the emails you sent with promotions inviting me to play with this account, the deposits I made (without informing me that I couldn't), and, to top it all off, you are not complying with the refund. And, most importantly, you are not complying with the terms and conditions, which clearly state that if there is no claim before the bet is placed or if there is any problem, the bet will be voided and the money refunded. So, demonstrating what the terms and conditions state, plus the photographic evidence, plus the emails and messages, in addition to... They won't let me use my account, and they've blocked the games, but it's clear they're scammers since I saw that you can change the stars and use the bonuses. This clearly demonstrates their deceptive way of operating: misinformation, false advertising.

Buenas noches en primer lugar esta faltando a la verdad ,ya q to lo e cometido ninguna actividad fraudulenta en mi cuenta en sus naul anteriores me dicen q irrumpir con el artículo 3 ,9,19 de sus términos y condiciones ,lo cual envie la nota en donde se explica claramente no hay ningún incumplimiento ,luego informe tambiem y mostré con fotos el mail enviado a ustedes pidiendo q me envíen los términos y condiciones, a mi mail en mi idioma como ustedes po en en los términos lo cual no cumplieron .punto dos de el incumplimiento y mal manejo de su parte ,informe hace meses que no podía ingresar a mi cuenta lo cual indique de q quería cerrarla mande mail correspondiente con solicitud q solicitaron, solicite abrir nueva cuenta lo cual ustedes verificaron al pedir la documentación y permitieron ,use el servicio dicho esto quiere decir q si había alguna infracción de mi parte ustedes no me darían el permiso para jugar lo cual no. fue haci ya q la cuenta verificada luego de días me habilitaron para jugar. Por otro lado en sus términos y condiciones rabien indican q si una cuenta pasa determinado periodo sin actividad, se le empezaría a cobrar un canon en valor euros y se dejaría de descontar en caso que la cuenta esre en "0.

posteriormente se procederá a dar de baja. Yo hace más de 12 meses no ingresaba a esa cuenta teniendo en cuenta esto ,más la solicitud de cierre esa cuenta debería ester cerrada ,el fallo lo originan ustedes causando un perjuicio. Nostante esto no solo se me permitió jugar ,sino tambiem realizar depósitos hablar con agentes del chat.mandarme mail invitándome a jugar y dando promociones en cierto modo ustedes se da a entender q usaron un engaño para q juegue gaste mi dinero y encaso de ganar proceder a esta estafa .ya q como demuestro en las fotos enviadas ,donde demuestro la solicitud debja de cuenta anterior y el cjat donde me dice q la nueva cuenta estaba creada ,la captura donde muestra q mi cuenta fue verificada no incumpliendo nada ,los mail enviado por ustedes con promociones invitando a jugar .con esra cuenta.los depósitos realizados y donde ustedes no informan que no podía.como fuera poco tampoco están cumpliendo con la devolución del dinero .y con el punto más importante de los términos y condiciones en donde indica claramente q si no hay reclamo antes de la puesta o si hay algún problema se anulada las apuesta y se devolverá el dinero .entonces demostrando lo q duce los términos y condiciones más las pruebas de fotos mas los mail y mensajes .además de q no me dejan usar la cuenta ,y bloquean los juegos pero queda demostrado su estafa ya q filme como si se pude cambiar las estrellas usar las bonificaciones eso demuestra claramente en modo q tienen de operar a niveles engañosos mala información, publicidad engañosa

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask a few questions to clarify your situation.

• When exactly did you create your first account, and when did you request for it to be closed?
• Did you complete the full KYC verification on your first account?
• Could you please specify the reason why you requested the closure of your original account?
• Did you play with any bonuses on this account?
• When did you create the second account, and when was it blocked by the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I don't remember exactly, but I think I created the first account in 2022 and requested its closure at the end of 2024. Then I contacted them again in February to check the status of my request since I didn't have access to my email. That's when they supposedly closed the account, they told me during the chat. I also want to inform you that I hadn't accessed the account for many months because I couldn't log in. I lost my email; I didn't have access to it and couldn't access it either. I also didn't remember the password since I hadn't played in a long time. And to top it all off, the terms and conditions state that after a certain period of inactivity, a certain amount is deducted, and when the account balance reaches zero, it is closed after a certain time. I did complete the verification process on the first account; it said "account verified." I submitted all the requested documentation, and in fact, I won and was paid. I received a deposit over a year ago. I didn't use the bonus, and when it was activated, I closed it and canceled it. On the new account, I only used it after my old account was closed, since they sent me bonuses but the account was already closed. I have a video showing this. The second account was created earlier this year, 2025, between March and February, I don't remember exactly, since I created it and didn't use it until this month when I saw emails sent by MyStacken. I logged in and played. They closed my account when I won over 4 million on November 3rd. I have all the screenshots. This second account was verified; I created it in February, notifying them, and they authorized it. It took them three days to authorize the account. They had all the time they needed. If I had any issues, they shouldn't have had to enable it. Also, on November 7th, my account was closed. They sent an email saying I had to deposit for a bonus, and they always sent me emails authorizing the account. But I never used bonuses; when they were activated, I automatically closed them. I also have photos and screenshots of emails, chats, and everything. Another thing: the terms and conditions clearly state that I can request it in my language. I requested it, and they never sent it to me. They're not fulfilling their obligations. They took days to verify the new account and sent me the approval email. Just like on the platform, it was verified. In fact, if something is wrong, they don't let you deposit.

No recuerdo biem pero creo q en el 2022 creo la primera cuenta y solicite el cierre fines del año pasado 2024 luego me volví a comunicar en febrero para ver el estado del reclamo ya q no tenia acceso a mi mail ahí fue donde supuestamente cerraron la cuenta me dijeron al hablar por chat.informo tambiem q hacia muchisimos meses q no entraba a la cuenta ya q no podia entrar. Porque perdi el mail no tenia acceso a mi mail y no podia acceder tampoco recordaba la contraceña ya q hacia bastante q no jugaba y como si fuera poco en los terminos y condiciones dice q determinado tiempo sin entrar se va descontando un monto y al quedar la cuenta en 0 se cierra pasado un determinado tiempo .si complete la verificación en la primera cuenta decia cuenta verificada presente toda la documentacion solicitada de echo e ganado y me pagaron . me depositaron esto sucedio hace más de un año, no no use bonus y cuando me lo activaron lo cerre lo anule y en la cuenta nueva solo use cuando me cerraron la cuenta ya q me mandaron bonos pero la cuenta estaba cerrada y tengo el video mostrándolo .la segunda cuenta fue creada en este año 2025 principio de año entre marzo o febrero no recuerdo biem ya que la cree y no la usaba asta este mes cuando vi mail enviados por mystaken entre y jugue. me la cerraron cuando gane los más de 4 millones el día 3 de noviembre tengo todas las capturas esta segunda cuenta estaba verificada yo la cree en febrero avisándole a ellos y ellos autorizaron después tardaron 3dias y autorizaron la cuenta tuvieron todo el tiempo si yo tenia alguna falta no tenían q habilitar además el 7 de noviembre estado cerrada mi cuenta mandan un mail diciendo q tenia q depositar para un bono de giros y siempre me mandaban mail autorizando la cuenta.pero nunca use bonos cuando se activaba automáticamente los cerraba tengo además fotos y capturas de mail chat y todo otra cosa en los términos y condiciones dice claro q puedo pedirlo en mi idioma yo lo solicite y nunca me lo enviaron ahí ya no cumplen ellos,y ellos se tomaron días para verificar la cuenta nueva y me mandaron el mail de aprobación Al igual q en la plataforma estaba verificada de echo si algo esta mal no te dejan depositar .

He also added that the second account was verified. He sent all the documentation that MyStake requested: ID, address, selfie, verified email, phone number. After sending everything they requested, the account was enabled a few days later, and he has the photos that said "account verified" on the platform, in addition to receiving an email.

Then, upon logging in, they modified my profile, just as I mentioned before, once the account was closed. This prevented me from doing anything except play the bonus games, even though the account was already closed and I had spoken with MyStake support (I have all the screenshots showing they had already disabled it). I tried the free spin, and unlike everything else they prohibited, they allowed that. But the account was disabled, and the emails confirming the decision and prohibition against returning my money were sent on November 3rd, and this happened on the 6th.

Además agregó ,q la segunda cuenta fue verificada envié toda la documentacion q me solicito mystake documento dirección selfie verifique correo teléfono todo luego de enviar todo lo q me solicitaron la cuenta se habilitó a los días y tengo las fotos q decía cuenta verifificada en la plataforma además de enviarme un mail

luego al entrar ellos modificaron mi perfil igual q comente una vez cerrada la cuenta lo cual no me dejaba hacer nada pero solo jugar a los bonus estando ya la cuenta cerrada y haber hablado con soporte de mystake donde tengo todas las capturas de pantalla .q ya la habían inhabilitado probé el giro gratis y efectivamente a diferente de todo lo q me prohibieron eso lo dejaron.pero la cuenta fue inhabilitada y los mail ya con la determinación y la prohibición de no darme mi dinero fue el día tres de noviembre y esto paso el día seiss

Just as they contradict each other in the emails, I will give them my explanations.

I hope to resolve this not only by giving me what I won but also by addressing their breach of the terms and conditions, the abuse they committed by misusing my money, the insults they hurled at me, and the misleading advertising regarding the bonus offer, given that they blocked me to provide some excuse.

Al igual q se contradicen en los imail ayo darles mis explicaciones

espero poder solucionarlo no solo dándome lo q gane sino por el incumplimiento de parte ellos de los términos y condiciones el abuso q hicieron el disponer del dinero ,las injurias hacia mi persona ,el la publicidad engañosa con respecto al ofrecimiento de bonificaciones estando bloqueado por ellos para tener lguna escusa .

And my account closing date was November 3rd, not November 7th.

Y la fecha de cierre de mi cuenta fue el 3 de noviembre no el 7 de noviembre

Dear Konnnnnnnn

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, Peter ([email protected]). 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,

Veronika

Hello there,

Thank you Konnnnnnnn for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MyStake Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

I already reported why they say I didn't comply with points nine and ten of the terms and conditions, but I informed them before creating the account what had happened, and they authorized the account after days of verification and after I sent all the requested documentation. They sent an email saying it was ready. Then they say I violated the terms. They aren't complying with the terms themselves, since if I had violated them, which I didn't, they should have returned the deposits as stated in the terms, which I sent, and they aren't doing that. Besides, they closed my account and I still had money in it that they supposedly told me to withdraw. As if that weren't enough, they aren't complying with the licensing authority in several articles, and the same goes for the legislation of my province and country. They don't clearly demonstrate anything, and they allowed me to deposit a lot of money, and only when I won did they stop sending emails with promotions after they blocked the account.

Ya informe por q dice q no cumpli von los términos y condiciones el punto nueve y diez pero yo informe antes de hacer la cuenta lo q había pasado y ellos autorizaron la cuenta después de diaz y verificacion y enviar toda la documentacio solicitada mandaron un mail diciendo q ya estaba después, si ellos dicen q incumplí los términos. Ellos no cumplen con los términos q estaban ya q en caso de que allá incumplido lo cual no fue haci ellos debían devolver los depositos como desia en los yerminos los cuales envié y no cumplen con eso además de cerrar mi cuenta y tener dinero en ella q supuestamente me dijeron q retire como si fuera poco no cumplen con quien dio la licencia wn varios artículos y lo mismo pasa con la legislación de mi provincia y país a todo esto no demuestran claramente y dejaron depositar mucha plata y cuando gane recién agk luego q bloquearon la cuenta siguieron mandando mail con promociones.

I want them to honor my prize and, if necessary, return my entire deposit, since theoretically I shouldn't have made the deposit. Furthermore, I never authorized them to send me any promotional or advertising emails, and they violated that. They also violated the terms of their license, which clearly states that they cannot send advertising or anything similar without the user's authorization. In addition, they accused me of fraud and withdrew money that belongs to me. They didn't honor their promise in the email that the account would remain open until the money was withdrawn; instead, they closed it and took my money. There was a lot of mistreatment and mismanagement. They also failed to comply with the terms, which state that if the issue isn't resolved through support, I can request a higher authority to handle the case, which was denied. They didn't present any evidence of my alleged breach of contract other than simple paragraphs that contradict each other in every email. Besides that, you'll see in the screenshots that they put up banners obscuring the terms and conditions. They also failed to send the terms and conditions when I... I requested, as stated in their terms and conditions, that they sent me a modified version after the account was blocked. Beyond all the mismanagement, they insisted I meet some condition to justify their actions, like prohibiting me from playing but allowing me to access bonuses. I believe no one can prohibit, withhold, dispose of, or decide what to do with my money without my authorization. In a way, it would be theft or fraud. I'm not making any accusations, let me be clear. If I don't receive a coherent response and my money is returned plus financial compensation for everything that has happened, we will initiate legal action. First, with the provincial and national regulatory bodies in my country. Following that, we will hire a representative in Curaçao to manage the matter with the license regulator and take legal action against Santeda International, since they obtained my deposits and the group that manages them. This isn't about money; this has to stop. There can't be hundreds of similar complaints where people can't access their money, and they decide how to win or lose, or change the rules depending on whether they win. Their terms and conditions state that they can change the prizes even if you've already won. And that goes against the regulatory laws, since it clearly states that the prize must be displayed. And no terms and conditions supersede the laws of the license, much less those of a country.

Quiero q se cumpla q se me pague el premio y de bo ser haci q cumplan en devolver todo mi deposito ya q en teoría yo no podria haber depositado además nunca autorice a q se me envié correos electrónicos con ninguna promoción ni propaganda y ellos incumplieron con eso además de incumplir con quien otorga la licencia ya q dice biem claro q no tienen q mandar publicidad o similar si el usuario no autoriza además del agravio donde me acusan de fraudulento ,además de sacar un dinero q me pertenece y no cumplir con lo q mandaron en el mail de q la cuenta se mantendrá abierta asta retirar el dinero la cerraron me sacaron el dinero,en parte hubo mucho mal trato mal manejo no cumplieron también en los términos donde dice q de no resolverse con soporte puedo pedir q alguien superior atienda el caso lo cual me fue negado ,tampoco presentaron nada demostrando mi incumplimiento más q simple párrafos en donde en todos los mail se contradicen con lo q dicen fuera de eso verán en las capturas q pusieron esos carteles no permitiendo ver bien los términos, tampoco enviaron los términos y condiciones cuando los solicite como dice en las condiciones de ellos lo enviaron modificado una vez bloqueada la cuenta .fuera de todo el mal manejo insistir en q cometa alguna condición para justificarce como prohibir q pueda jugar pero si poder acceder a bonificaciones por eso creo q nadie puede prohibir ,retener ,disponer o decidir q hacer con tu dinero sin mi autorización en cierta forma seria un robo o estafa no acuso q quede claro,de no obtener una respuesta coherente y donde se me devuelva mi dinero más una compensación económica por todo lo acontecido iniciaremos acciones legales en primer lugar en el ente regulador provincial y nacional de mi país ,seguido de eso un gestor en curazao para poder gestionar ante el regulador de la licencia y tomar acción legales ccontra santeda international ya q ellos obtuvieron mis depósitos y el grupo q gestiona ya q no se trata de dinero sino q esto tiene q terminar no puede ser q sean cientos de reclamos igual en donde no pueden disponer de su dinero y ellos deciden como ganar o como perder o cambiar las reglas dependiendo si ganan en donde en sus términos dicen q pueden cambiar los premios por más q allas ganado y eso va contra la leyes reguladores ta q dice biem claro q el premio tiene q estar mostrado .y ningún término y condiciones esta por encima de las leyes de la licencia y menos de un país.

Hello,

We will answer shortly.

The user has been noticed for document falsification and also has duplicate accounts that go against our rules. We will send proof via email.

Kind regards

MyStake.

I never falsified documents nor do I own duplicate accounts. All the documentation I submitted was verified and approved by the MyStake team itself before they allowed my deposits and gaming activity. Had any irregularity existed, the operator was obligated to reject the verification, preemptively block the account, and formally notify me. None of that happened.

The accusations made here lack technical support and do not include any concrete evidence:

– they do not identify which document would be "falsified",

– they do not specify which account would be "duplicated",

– they do not submit expert reports,

– they do not indicate date, operation number or verifiable evidence.

These are serious, unsubstantiated claims that are contrary to good faith in contracts.

I also note that MyStake modified the Terms and Conditions three days after the conflict, which has already been reported as a violation of the principle of non-retroactivity and abusive practice.

I want to inform you that I have already filed formal complaints with all the relevant authorities, including:

– COPREC Argentina

– Consumer Protection (Law 24.240)

– Cybercrime Prosecutor's Office

– AstroPay (financial intermediary)

– Curaçao Gaming Control Board (GCB) – confirmed receipt

– Authority responsible for license 8048/JAZ

– Santeda International BV

All these entities already have complete evidence: screenshots, emails, approved verification history, records of the illegitimate withholding of funds, and proof of the subsequent modification of Terms and Conditions.

I demand that MyStake immediately provide concrete evidence to support its public claims or retract them. Otherwise, these accusations will be treated for what they are: unfounded, defamatory statements and an attempt to justify the confiscation of funds without genuine cause.

Any new claim without evidence will be added to the ongoing case file.

MyStake.

Nunca falsifiqué documentos ni poseo cuentas duplicadas. Toda la documentación enviada fue verificada y aprobada por el propio equipo de MyStake antes de permitir mis depósitos y mi actividad de juego. Si hubiera existido alguna irregularidad, el operador estaba obligado a rechazar la verificación, bloquear preventivamente la cuenta y notificarme formalmente. Nada de eso ocurrió.

Las acusaciones hechas aquí carecen de respaldo técnico y no incluyen ninguna prueba concreta:

– no identifican cuál sería el documento "falsificado",

– no detallan qué cuenta sería "duplicada",

– no presentan informes periciales,

– no indican fecha, número de operación ni evidencia verificable.

Son afirmaciones graves, no acreditadas y contrarias a la buena fe contractual.

También dejo constancia de que MyStake modificó los Términos y Condiciones tres días después del conflicto, lo cual ya se encuentra denunciado como violación al principio de irretroactividad y práctica abusiva.

Quiero informar que ya he presentado denuncias formales ante todos los organismos competentes, incluyendo:

– COPREC Argentina

– Defensa del Consumidor (Ley 24.240)

– Unidad Fiscal de Ciberdelitos

– AstroPay (intermediario financiero)

– Curaçao Gaming Control Board (GCB) – acuse de recibo confirmado

– Autoridad responsable de la licencia 8048/JAZ

– Santeda International BV

Todas estas entidades ya cuentan con la evidencia completa: capturas, correos, historial de verificación aprobada, registros de la retención ilegítima de fondos y pruebas de la modificación posterior de Términos y Condiciones.

Solicito que MyStake presente de manera inmediata las pruebas concretas que respalden sus afirmaciones públicas o que se retracte. De lo contrario, estas acusaciones serán tratadas como lo que son: declaraciones infundadas, difamatorias y un intento de justificar la confiscación de fondos sin causa real.

Toda nueva afirmación sin evidencia será incorporada al expediente en curso.

Thank you for providing me with the evidence MyStake Casino representative.

Dear Konnnnnnnn, The casino has provided evidence showing verification attempts for two separate accounts in which the same individual appears in the selfie portion of the verification process, while the individuals listed on the identification documents differ. This discrepancy raises significant concerns regarding the legitimacy of both accounts, as it becomes impossible to determine whether each account was used solely by the person who created it or whether both were operated by you.

As you may be aware, industry standards strictly require that each individual operate only one account registered in their own name. The activity constitutes a clear violation of this policy. For these reasons, we will reject your complaint.

Thank you for your understanding.