MyStake Casino - Das Konto des Spielers wurde nach einem Auszahlungsstreit geschlossen.

When I withdrew my funds, the amount I received was significantly lower than expected. I queried this with customer support and explained that another licensed casino (Jokabet) refunded me the difference as a goodwill gesture when the same situation happened.

Instead of resolving the matter, MyStake support refused to assist and told me that "nothing can be offered." Shortly after, my account was banned, preventing me from continuing the discussion or accessing my funds.

This is extremely unfair, as I was simply asking to receive the full value of my winnings. I have chat transcripts and screenshots to prove my interactions with support and the manager, where they declined to help and then closed my account.

I am requesting that:

My missing withdrawal funds are refunded in full.

My account ban is reviewed, as it was issued solely because I raised a legitimate complaint.

Thank you for your assistance in resolving this matter

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?
• Is there any withdrawable balance on your account that the casino withholds?
• 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?
• Could you please share with me your communication with the casino regarding the block of your account? Send emails or chat transcripts to my email at tomas@casino.guru, 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

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Have emailed you 🙂

Thanks for your reply and provided information.

From the interaction with support you shared, I gather your live chat privileges were suspended.

• Was your account itself blocked?
• Can you log in, deposit, and play?
• Has the casino withheld any withdrawable balance on your account?

Please let me know.

Dear Molss1267,

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