MyStake Casino - Os ganhos do jogador estão bloqueados e o saque está atrasado.

I am filing a complaint against MyStake / mystake7.win regarding blocked winnings and an unresolved withdrawal issue.

I deposited and played normally. On the day of the issue, I won approximately €870 in profit. When I attempted to withdraw, the platform blocked the withdrawal and required KYC verification.

I submitted my documents correctly and repeatedly, exactly as requested by their team, multiple times. However, they kept rejecting the documents without giving any clear or consistent reason.

Then the casino sent contradictory emails:

They accused me of violating terms and allegedly using another person’s documentation.

In the same communication, they stated that I could withdraw my remaining balance.

I attempted to withdraw, but the platform did not allow it because KYC was still blocked.

They later changed their position and said I could only withdraw 80% of my last deposit.

I tried again, but the platform still blocked the withdrawal due to verification.

The visible balance now shows only around €20 (approximately 80% of my last €25 deposit), while my actual winnings from gameplay were not made available for withdrawal.

Support and Compliance repeatedly redirected me between departments and did not address the substance of the complaint. More than 30 hours have passed without a real resolution. I have all emails, screenshots, and records of the failed withdrawal attempts.

I request:

release of my legitimate winnings / funds,

a proper explanation for repeated KYC rejection,

and disclosure of the legal basis for withholding my winnings.

I have everything recorded, the video is long so I can’t upload it all. This is the moment they change my balance from 871 to 20€ because they didn’t accept the documents I sent them, even if they were the ones that they did asked me to send.

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.

• 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?
• If the communication recorded on the video is not in English, I would kindly ask you to provide this communication separately in the form of emails, chat transcripts, or screenshots to me at tomas@casino.guru
• Screenshots can be submitted here. If you wish to submit any big files, you may use a cloud storage of your choice to do so.

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

Hello Tomas,

Thank you very much for your reply and for looking into my complaint.

I would like to clarify one very important point first:

My account was NOT technically blocked.

The issue is that the casino removed/confiscated my winnings and reduced my balance, while also continuing to block withdrawals through unresolved KYC verification.

Here are my answers to your questions:

How long I was a player / when the issue happened:

I cannot see the exact account creation date at the moment, but the account is old and I have had it for more than one year.

The issue happened recently, on the day when I won for the first time and tried to withdraw.

How I learned about the issue:

I first discovered the problem when I tried to withdraw my winnings and the casino required KYC verification.

I spent a long time (around 1 hour) trying to complete KYC exactly as instructed, sending documents repeatedly in different formats as requested by support.

They kept rejecting documents without giving a clear and consistent explanation.

After that, I received emails accusing me of violating terms / using another person’s documentation / fraudulent behavior.

At the same time, they also sent contradictory messages saying I could withdraw my remaining balance, and later that I could withdraw only 80% of my last deposit.

Games played:

I accumulated the winnings by playing live roulette (live casino / roulette).

Bonus used:

As far as I know, I did NOT use any bonus to achieve the winnings.

I am 100% sure that during this month I did not use any bonus.

What exactly happened with the balance:

This is the key issue:

I deposited €25 by credit card.

I won approximately €870 in profit while playing live roulette.

When I tried to withdraw, they forced KYC.

Despite repeated correct submissions, they kept rejecting my documents.

Then they accused me of fraud / using another person’s documents.

Then they removed my winnings and reduced the account balance to approximately €20 (which appears to be 80% of my last deposit).

They said I could withdraw this remaining amount, but in practice I still cannot withdraw even the €20 because the platform still requires KYC verification and does not approve it.

So to be clear:

My account is not blocked,

but my winnings were removed/confiscated,

my balance was reduced from my winnings down to around €20,

and even that amount is still not actually withdrawable because KYC remains unresolved.

Evidence / recordings:

I have 2 video recordings, each more than 20 minutes long, showing the entire support conversation and the repeated KYC attempts.

These videos show how they repeatedly asked for documents in different formats and kept changing the requirements without clearly explaining why the previous submissions were rejected.

If needed, I can upload the videos using cloud storage (Google Drive / WeTransfer / similar) and send the link.

Written evidence:

I also have:

emails from the casino accusing me of fraud / using another person’s documents,

emails saying I could withdraw my remaining balance,

emails saying I could withdraw only 80% of my last deposit,

and screenshots of the KYC/withdrawal issue.

I will provide screenshots and written evidence as requested.

In summary, my complaint is not mainly about a blocked account.

It is about:

confiscation/removal of legitimate winnings,

contradictory communication,

repeated KYC obstruction without clear reason,

and the fact that even the remaining €20 is still not actually withdrawable.

Please let me know if you would like me to send the video files via cloud storage and I will do so immediately.

Thank you very much for your help.

Best regards,

Thanks for the detailed explanation of the situation.

Kindly share with me the supporting evidence of your communication with the casino.

Share links here or to my email at tomas@casino.guru

Thanks in advance for your reply and cooperation.

Dear janjan007,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru