What Happened
A player from South Africa says MyStake closed her week-old account for good after she had withdrawn her €300 deposit, keeping a balance of about $3,422 won on slots with a matching bonus. The casino cited a breach of Article 10 of its terms, which she says it never explained, and claimed a third party was involved in her verification videos. After watching the recordings, the mediator agreed with the casino: in one video both her hands held the paper and ID while the camera moved, so someone else was filming.
How It Developed
- 2026-09-29Complaint opened. The player said she had recorded three verification videos herself and had asked management for the exact clause and evidence, getting only a repeat that the decision was final.
- 2026-10-01The mediator asked about the account's age, the games, the bonus and the casino's messages. The player said the account was about a week old, the €300 deposit came with a €300 bonus, and the videos and emails would follow.
- 2026-10-08The mediator said the 26 September recording showed another person operating the camera, that the casino did not have to allow more attempts after that, and rejected the complaint.
Rejected
The mediator saw a third person filming the verification video, so MyStake's confiscation of about $3,422 stood.
What Has (and Hasn't) Helped
The video itself decided it. If a casino asks for a selfie video, hold the phone yourself in selfie mode; any sign that someone else is filming can be treated as third-party involvement, and later retakes may not be accepted.