What Happened
A 72-year-old player from Venezuela says MyStake restricted their account and removed 390,000 VES in roulette winnings for breaking sections 9 and 10 of its terms, even though its KYC team had confirmed a video check. MyStake told the mediator the account shared an IP address and a Solana withdrawal address with another account. The player says the address belonged to a Binance P2P merchant they used because a direct payout was capped at 100,000.
How It Developed
- 2026-08-31Complaint opened. Asked the next day, the player told the mediator no one else in the home plays, that building internet in Venezuela shares IPs, and that no VPN was used.
- 2026-09-15MyStake said the breach was a shared IP, then added that the same crypto address had been used on two accounts and that the player could withdraw their balance.
- 2026-09-22The player explained the P2P merchant wallet. The mediator replied that a shared destination address is a real AML concern and asked for the P2P order records.
- 2026-09-28The mediator said paying out to a third party's wallet breaks the casino's rules regardless of the reason, and that the shared IP adds to the picture.
- 2026-10-02MyStake said the last deposit was 32,000 VES and 25,600 VES was available after a 20% deduction; the mediator said the complaint would be closed as rejected once the player confirms that withdrawal.
- 2026-10-22The player said they would try to withdraw; the mediator is waiting for confirmation and has extended the deadline.
Ongoing
The mediator has sided with MyStake on the third-party wallet and is waiting for the player to withdraw the 25,600 VES still available.
What Has (and Hasn't) Helped
Not for the winnings. The mediator has already said that sending casino money to a wallet you do not own, even a P2P broker's, breaks the terms. If a payout limit is in the way, ask the casino for another route rather than a third-party address.