Complaint #55 Mystake Casino

Mystake Casino - My money has been simply taken by the casino with no real explanation

By Awanboi

4 years ago

I have deposited €500 to my casino account. I accumulated that into €2825 of winnings. At some point i was given a €105 bonus towards my sports betting account. I was not able to place any bets on my sports betting account. I decided to withdraw my money but i was unable to do so due to active bonus in my account. I contacted customer services and asked them to cancel the spirts bonus so i can withdraw my casino winnings. They simply took all my money of €2825, stating when bonus is cancelled all money would be defaulted.
At no point i agreed to sacrifice all my winnings for a petty €105 bonus.
I did not wager any amount from that bonus credited to my account and simply was unable to use it.
All my winnings were from live casino playing blackjack.

Can i please ask you to kindly restore my balance and take out the bonus amount, which i can not even use, so i can withdraw my funds?

Many thanks in advance

Kind Regards

Disputed Casino Mystake Casino

Reason Other

Amount €2825

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Awanboi

4 years ago

Dear Mystake

Thank you very much for addressing the issue for me.

I am glad to report i was able to place my sports bet today and withdrew my remaining balance.

I very much appreciate your understanding in this matter.

Kind Regards

Mystake Casino

• Representative

4 years ago

Dear Awanboi,

You have no restrictions on Sportsbook, so you are able to wager funds. Could you specify what you meant when you said that you can't make bets on sport games?

Considering that you were not aware of losing the winnings, wagered amount, and bonus money, we decided to take back the deduced money - 2825 EUR to your account balance.
Also, consider that your Sport reload bonus (105EUR) is also active and you need to wager it according to requirements - https://mystake.com/en/static/promos?pid=2511

Awanboi

4 years ago

Dear Mystake

It all sounds very professional to quote terms and conditions now when my money has been taken, but i will emphasise the point it was not explained to me explicitly that i will lose all my OWN money if bonus was cancelled. My initial request clearly stated i would like to make a withdrawals and unable to place sports bet.

How do you expect a customer to place a bet to comply with bonus terms and conditions when one is practically unable to place a bet? If this is not a trap than i don't know what is…

What would have been your solution under the circumstances? Was there anyway i could have withdrawn my money?

Also when you state that i have earned quite a bit of money from that bonus, that is not true. When bonus was activated my own balance was €2295 from playing casino only. According to your own terms and conditions, if the bonus is activated in your account you still play with your own money first then bonus can be wagered. I only played live casino and wagered my balance to €2825.
This was clearly reflected in my bonus wagering chart as it still showed i had not wagered anything and made no earnings from it, hence i agreed to cancel it as it clearly showed no progress on the wagering because it was not used.

Sensible solution would have been to restore my original balance and deduct the bonus so i can withdraw my money as per my original request.

My only question to you is, how do you expect me to wager sports bonus when i was restricted from placing any sports bet?
All my money was derived from casino and should be paid back to me, minus the bonus which was never used!!

Respectfully submitted

Mystake Casino Complaint Stats

Resolved 87 / 87

Avg. Amount $5,384

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Mystake Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 66 out of 66 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Mystake Casino Complaints

See all complaints for this casino

Mystake not paying me

Mystake is withholding my funds without cause. I am a sports bettor. They fully verified me when I opened my account 4 or so years ago - passport and address sent and accepted. My bankroll fluctuated last few years until I went on a big winning streak to start 2026. Upon requesting a withdrawal I was selected for 'video verification'. I submitted the 13 second video which took them a month to okay. I then tried a withdrawal again but no - account is closed and under 'investigation'. That was 4 months ago. Through hundreds of email correspondences since they have not given me a cent or a shred of respect. I am a completely honest player. I have done nothing at all wrong, nothing to violate their terms and conditions and they know it. I just picked more winners than losers. That's it. In case you are wondering my balance with them was more than 230k. Of that perhaps 50-60k was funds I deposited. I have many more details upon request - timeline. screenshots, email correspondences, a chat correspondence where the agent assures me my funds are safe.

Resolved

$230,480

Missing bank withdrawals with a total amount of 4500 EUR

I am filing a complaint regarding two missing bank withdrawals from MyStake with a total amount of 4,500 EUR.

The withdrawals were marked as “Done” on May 1st, 2026, but the funds never arrived in my bank account at UniCredit Bank Austria.

Withdrawal details:

Amount: 2,000 EUR

Payment ID: P20260501-WHGG55

Amount: 2,500 EUR

Payment ID: P20260501-C6X25X

Additional payment information provided by MyStake:

Sender: CYGTW LTD

Payment provider/bank: Bilderlings Pay Limited / Pictures Bank

Recipient bank: UniCredit Bank Austria AG

SWIFT: BKAUATWWXXX

I received PDF payment confirmations from MyStake, but the funds have still not arrived.

I contacted both UniCredit Bank Austria and Pictures Bank / Bilderlings

Both confirmed that only the sender can initiate a payment trace or investigation.

Despite repeated requests, MyStake has refused to initiate a payment trace, provide MT103 documents, provide SEPA End-to-End References, provide UETR tracking numbers, or provide official proof that the transfers actually entered the banking system.

As of today, neither withdrawal has arrived, no returned transfer has been received, and no official banking proof has been provided.

The documents sent by MyStake only show internal “Done” statuses and do not appear to be official bank settlement confirmations.

I am requesting immediate payment resolution, official bank transfer tracking documentation for both withdrawals, or return of both withdrawal amounts to my MyStake balance.

I can provide PDF payment confirmations, screenshots, and chat/email communication with support if required.

Resolved

Confiscation of Funds and close account

Réponse à MyStake – Clarification et contestation

Thank you for your response.

I would like to address a key inconsistency in the handling of my case, which I believe is highly relevant to this dispute.

⸻

📌 1. Conflicting information provided by the support team

Before the account closure and additional verification request, I contacted your live chat support and was explicitly informed that:

* my account was fully verified
* my withdrawal request was approved
* the payout would be processed within approximately three working days

At that stage, no issues, restrictions, or compliance concerns were communicated to me.

This communication created a legitimate expectation that my account had passed all necessary checks.

⸻

📌 2. Subsequent escalation and contradictory action

The following day, I was unexpectedly requested to complete an additional video KYC verification, which I fully complied with, providing all requested documentation and successfully completing the process.

Despite this full cooperation and apparent validation of my identity, my account was then permanently closed and my funds confiscated.

⸻

📌 3. Lack of transparency regarding internal review process

From my perspective as a user, there appears to be a clear inconsistency between:

* the confirmation of withdrawal approval provided by your support team
* and the subsequent compliance decision leading to account closure

This raises concerns regarding the transparency and timing of internal review procedures, particularly when a withdrawal has already been approved prior to any alleged violation being communicated.

⸻

📌 4. Compliance with verification requirements

I fully complied with all verification requests, including:

* standard KYC documentation
* additional video verification upon request

At no point was I non-cooperative or unwilling to provide any required information.

⸻

📌 5. Proportionality of the final decision

Even if a payment-related concern was later identified, I respectfully submit that:

* the account had already been verified
* the withdrawal had already been approved
* full identity verification was successfully completed

In this context, the permanent confiscation of funds appears disproportionate to the nature of the issue described.

⸻

📌 6. Request for reconsideration

Given the inconsistency between the initial approval communicated by support and the subsequent compliance decision, I respectfully request a full review of this case with particular attention to:

* the timing of the withdrawal approval
* the communication provided by live support
* the proportionality of the final sanction

I remain open to a fair and amicable resolution, including partial or full release of the remaining balance.

⸻

📌 Final note

I have acted in good faith throughout the entire process and fully cooperated with all verification procedures. ( i havé the vidéo vérification KYC too if you want )

Limare André

Resolved

10 days delay

Ten days ago, I requested a withdrawal via bank transfer, which was accepted very quickly. Unfortunately, it's been 10 days and the money still hasn't arrived. I spent a lot of time chatting and waiting for an email from support, which never arrived. It's not a large amount, but it's still a payment.

Resolved

Delayed Withdrawals 2600 EUR

Title: Delayed Withdrawals (€2600) – No Proof of Payment

I am experiencing serious issues with withdrawals from MyStake Casino.

I requested two withdrawals:
- €800 on March 10, 2026
- €1800 on March 12, 2026

Both withdrawals are marked as “Completed” in my account, and the casino claims that the funds were sent.

However:
- I have not received any money in my bank account
- My bank confirmed that no incoming transfers were received
- The casino is unable to provide MT103 or any SEPA transaction reference

I have contacted support multiple times via live chat and email over the past two weeks. I only receive generic responses such as “under review” or “investigation ongoing”.

Even after escalation, they are unable to provide proof of transfer or a clear explanation of the delay.

At this point, €2600 is missing and cannot be traced.

I am requesting:
- Proof of transfer (MT103 / SEPA reference), OR
- Immediate reprocessing of both withdrawals

This situation is very concerning and has been ongoing for too long.

I am ready to provide any additional information if needed.

Resolved

€2,600

Error in sports betting result

Hello,

I placed a bet on March 14, 2026, on the Chinese Formula 1 Grand Prix, which took place on March 15, 2026, at 8:00 AM.

The bet, titled "The car to set the fastest lap," was placed on McLaren.

During the Grand Prix, neither of the two McLarens, Piastri's and Norris's, started the race. They didn't even leave the pits.

Both cars were classified as DNS (Did Not Start).

If I understand your rules regarding the fastest lap correctly, it clearly states that if the drivers do not start the race, the bet should be refunded.

At the end of the Grand Prix, I noticed that my bet had been marked as a loss instead of being refunded.

I contacted support via live chat to request the application of your rules. Despite this, the operator did not acknowledge my request.

That's why I'm opening this ticket here to find a solution.

Attached are all the screenshots to support my suggestions.

Resolved

Investigation is taking too long

Hello, I was playing at the MyStake casino and everything was fine. However, when I decided to withdraw my funds in the amount of 1310$ my account was restricted and I lost access to withdrawals.

They asked me to complete document verification, which I successfully did. I also sent a video with my document where I had to state my personal details. Everything was completed correctly.
But now they say that my account is under investigation. This situation has been going on for many months. The support team is not trying to help me sometimes I waited for several hours for a response and received nothing.
Because of this, I decided to write to them by email, but every time I only receive the same template reply saying:
"Your account is under investigation."

The support team either does not respond or simply closes the chat. On one occasion when I finally managed to reach them, they did not provide any useful information.
They do not explain any violations, do not give a reason, and do not provide any timeframe for resolving the issue. Meanwhile, I have already been waiting for about six months.
The dates can be clearly seen in the email screenshots, and they also show that my account has been restricted from withdrawing funds)))) help me ask!

Resolved

$1,310

Investigation for 6 months

Mystake doesn't withdraw my funds! The first time i requested a withdrawal, they demanded:
1) ID verification - i have passed it.
2) Video verification - i have passed it.
3) Proof of address verification - i have passed it.
Each time they have declined my withdrawal and demanded something new. Now they just reject the withdrawal and say they will investigate my account 6 months. Please do something, this is a fraud casino, i see a lot of other complaints with the similar content. Please block this casino and mark as a scam casino.

Resolved

$1,370

Amount 93 EUR not credited

I made a €93 payment to MyStake last Monday. The website displayed an error message, but the money was indeed credited to my bank account. I contacted support and provided the documents proving the payment. They told me my case had been forwarded to a team and would be resolved within three business days. As of Thursday, there's still nothing. Since then, I've sent emails, and they keep telling me the team is doing everything possible, that there's nothing to worry about since "my deposit is safe," while remaining vague and unclear about the progress of my case. I'm starting to think I'll never see my money again…

Resolved

€93

Account frozen after voluntarily reporting a banking glitch

I am filing this complaint against MyStake regarding a frozen balance of $549.

The Incident: on 27th January, I attempted a $120 withdrawal. It was marked "Rejected" in the casino backend, and the funds were returned to my player balance. I continued playing with my balance (which included approximately $39 remaining + the returned $120).

I placed a few bets and then secured a significant win on a slot game ($400), bringing my total balance to $549.

Upon attempting to withdraw these winnings, I checked my MiFinity wallet to copy my details and realized the original $120 had also arrived in the wallet (a double credit). I immediately contacted Live Chat to report this error voluntarily.

The Discrepancy: My account has been frozen since I reported their error. Currently, my Visible Balance is $549. However, my Transaction History shows no activity after the $120 rejection.

The Proof: The existence of the $549 balance proves that legitimate gameplay and a win occurred after the rejection event. If the casino claims the $120 rejection was the end of the timeline, my balance would not be $549. The extra funds are legitimate winnings.

Desired Resolution: MyStake must deduct the $120 error credit from the $549 total and release the remaining $429 legitimate winnings.

please find attached:

- screenshots of my report of the error to the live support

- Mail Correspondance with the support, several days in a row

- Screenshot of my balance and player informations

- Screenshot of the transaction history available in the app

Thank you for your help

Regards,

Resolved

$429