What Happened
A player from the United Kingdom says MyStake froze their account the day after a maximum win of £80,000 on a slot, blocking bets, deposits and withdrawals with no explanation. They say they played with their own money, fully verified, and that the casino then removed £86,016, including about £6,000 of their own funds and two smaller wins, while claiming a slot glitch without showing proof. MyStake said its decision followed a careful investigation and sent the details to the mediator by email.
How It Developed
- Complaint opened over an account frozen the day after a maximum slot win.
- The player told the mediator no bonus was used and KYC was complete, later reported the balance cut to £46, asked MyStake to name its dispute-resolution body, which Curaçao rules require, and sent evidence to the mediator twice after the first set went missing.
- A resolver invited MyStake to explain the voided winnings, the removed real-money funds and its ADR provider; the casino did not answer for weeks despite extensions.
- The player reported an email from the casino's head of compliance, and MyStake then posted that its evidence had been sent privately.
- After reviewing gameplay records and technical data, the mediator said the game had a flaw that was deliberately exploited, so the casino had grounds to void the winnings, and rejected the complaint; MyStake named CADRE as its ADR provider.
Rejected
The mediator said MyStake's private evidence showed the £80,000 came from deliberately using a game flaw; the player's own £6,000 was not separately answered.
What Has (and Hasn't) Helped
Nothing for the player. Pressing for the ADR provider's name produced the one concrete gain: the casino confirmed CADRE, where the player can take the decision next. The mediator did not address the player's own deposits in its closing post.