MyStake Casino - Средства игроков были конфискованы.

I opened my acocunt at mystake.com months ago and it was fully verified. I had made many deposits and withdrawals before but after winning a big amount lately mystake asked me for address and video verification which I finished successfully.

After that they subtracted 16,632 USD from my account (see screenshot) without telling me any reason, just saying I breached Article 14 ("SELLING OR TRANSFERRING CLAIMS TO THIRD PARTIES") of their T&Cs. They suspended my account and refuse to tell me what the problem is! I need help!

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 negative experience with MyStake Casino.

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

• 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?
• When have you completed the verification process? Which documents did you submit during the process?
• 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

Hi Tomas,

I mainly used Casino (Mini Games) and Sports at mystake.com. My account was successfully verified on January 9th 2026 and I had many successful withdrawals since then.

I used the 35% Reload bonus (125 USD bonus) but finished all wagering requirements successfully. After my big win I even had a succesful withdrawal of 7,500 USD already but when I tried to withdraw again a few days later, they asked for address verification, when that was finished I made another withdrawal attempt, then they asked for video verification. When that was finished successfully too, they subtracted the 16k from my account.

I will send you all communication via mail, thank you for your help!

Hi Tomas, I am still waiting for your reply. Have you received my mails?

Dear bmilan6,

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, Romi ([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,

Tomas

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the MyStake Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear MyStake Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello,

In January, the user successfully completed the verification process by opening the WhatsApp link and passing ID verification, which is not acceptable. We asked for address verification in February. Following the user's submission of the address verification, our program verified the user's updated information again and denied it because of third-party participation. As a result, we closed his account and withheld the money in accordance with our T&C 14.

We will send you the proof via email.

Kind regards

Dear MyStake Casino,

this is a huge misunderstanding, and there is a very simple explanation. I started verification in January via SumSub on my PC which has no camera. So I copied the verification link and sent it via WhatsApp to my mobile phone where I finished KYC successfully. After that verification I had many successful (smaller) withdrawals, so why did you request the address verification exactly after I won a high amount? Why not before??

Of course there was no third party involved at any time and I can send you any document to prove it. Please tell me what you need, thank you!

Best wishes, bmilan6

Dear MyStake Casino,

Please send the evidence you have to [email protected].

Thank you in advance.

Regards,

Romi

Hello,

We have sent an email.

Dear MyStake Casino,

Please reply to my email.

Thank you.

Respectfully,

Romi

Hello,

Additional information is sent.

Dear MyStake Casino,

I already gave you an explanation for the WhatsApp link. Can you please answer the questions from my last message?

What additional documentation/information do you require to prove my sole ownership of my mystake account?

Dear MyStake Casino,

I am still waiting for your answers to my questions, thank you!

Hello @bmilan6,

Please pass the video verification process for further check.

Kind regards

Please note that video verification was already successfully passed on February 25, 2026, thank you!

I just sent you another video for verification. Please proceed!

Hello Romi,

Kindly check your inbox.

Kind regards

Dear MyStake,

Thank you for your email.

Please reply as soon as possible so we can come to a conclusion about how we are going to proceed now.

Thank you.

Regards,

Romi

Hello,

The user can withdraw their balance within our withdrawal limits.

Dear MyStake Casino,

you still haven't returned the 16,632 USD which you subtracted from my account. You requested a second video verification in order to prove my sole ownership of my mystake account which I successfully finished more than 1 week ago.

Also you still haven't answered my questions which I asked you here a few weeks ago. Please answer them and return my balance ASAP!

Best Regards, Milan Bechtold

Hello,

You can log in to your account and request the withdrawal without any obstacles.

Kind regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear bmilan6,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi