What Happened
A player from the United Kingdom says they won £600 at MyStake on their first day, were told their payout method was not supported and to use a crypto service instead, and then, with the withdrawal pending, saw the account closed within hours for responsible gambling reasons. They say they had earlier withdrawn more than £150 without issue and that support first claimed they had closed the account themselves. The mediator noted that if the balance had been lost before closure, there was nothing to recover.
How It Developed
- 2026-04-24Complaint opened; the player attached screenshots and called the casino unlicensed.
- 2026-04-30The mediator asked whether the casino explained the closure and what support had said about the payout; the player said the story changed from self-closure to a safety closure.
- 2026-05-07The mediator said it can only step in when a casino holds a balance or winnings, and asked the player to clarify whether any money was actually left in the account.
- 2026-05-21No answer came after a 7-day extension, and the complaint was closed because the player stopped responding.
Abandoned
The player never clarified whether a balance was still held when MyStake closed the account, and stopped responding. It can be reopened.
What Helped
Nothing was resolved. The key question went unanswered: was there still a balance when the account was closed? Casino.guru does not act on closures alone, so a screenshot of the pending withdrawal and the balance at closure is what the player needed to show.