MyStake Casino - プレイヤーの賞金はカジノにより没収されました。

Hello Casino Guru team,

I am submitting this complaint because MyStake has confiscated all my winnings and deducted 20% of my last deposit without any explanation, evidence or reference to a specific rule violation.

I have not broken any terms, and the casino refuses to provide any proof to justify their actions.

My account was fully verified by MyStake, including video verification. I received an official email from their KYC team confirming that everything was approved. Live support also confirmed that my account was in good standing and that I was allowed to proceed with withdrawals.

Shortly after this, my withdrawal of €700.25 (USDT ERC20) was rejected, and a "System Withdraw" of €660.25 appeared on my account without my approval. Then I received an email from MyStake stating that I had violated Sections 9 and 10 of their Terms and Conditions, but without mentioning what rule I supposedly violated or providing any evidence.

I immediately sent a formal dispute, asking for clarification, logs, timestamps or any explanation. MyStake did not reply until several days later, and when they finally responded, they claimed they were "unable to provide more specific details" regarding the violation.

To summarize:

• My account was fully verified by their KYC department

• Support confirmed I could withdraw

• My withdrawal was blocked

• My winnings were confiscated

• 20% of my last deposit was deducted

• The casino refuses to provide any details, proof or explanation

This is not transparent or fair. If the casino claims that a player has broken rules serious enough to remove all winnings and deduct deposit funds, they must be able to provide evidence. Refusing to do so while confiscating funds is unacceptable.

I have attached all relevant proof, including:

• KYC approval email

• Confiscation email

• My full dispute message

• Complete chat transcripts

• Screenshots of the blocked withdrawal and "System Withdraw"

• Transaction history from the account interface

I kindly ask Casino Guru to assist in mediating this issue.

Thank you for your time and support.

Kind regards,

Antonio

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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 you a few questions to clarify your situation.

• What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports only?
• Did you accumulate your winnings with or without a bonus?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing 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

Hello Veronika,

Thank you for your reply. I’m happy to answer your questions.

1. I played only sports bets at MyStake. No slots, no live casino, no casino games of any kind.
2. I accumulated my winnings without any bonus. I did not activate or use any bonuses.
3. No one from my household, and no one using the same IP address, has ever created an account at this casino. I am the only person who has an account.
4. I have never used a VPN, proxy, or any IP-masking software when accessing MyStake. I always played from my real location and real IP address.

If you need any additional information or screenshots to support my statements, I will gladly provide them.

Thank you for your assistance.

Kind regards,

Antonio

Thank you for your patience throughout the complaint process.

Please understand that if your winnings were confiscated 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 any problems with this or any other casino. We’ll be more than happy to do our best to assist you.