MyStake Casino - Player’s account has been closed and withdrawal delayed.

I signed up with mystake and deposited £20 played it. I then went on to deposit a further £35 and my account was locked due to violating the terms of a second account. I explained that I do not have another account as I closed it due to problem gambling. So there is no duplication of account as the other was closed. I received an email saying that my account has been closed and they have retained 25% and I could only withdraw via crypto. I explained that I did not have crypto and now said I had to make another deposit to meet the £50 min withdrawal limit to withdraw via bank transfer. I deposited a further £22 to get the money back. I then went to withdraw and it it says you cannot use this account. I have used this account in the past to withdraw.. it’s not a lot of money but it is the principal.

Dear Hmr2008,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, you indeed created multiple accounts regardless of whether the first one was closed.

. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Did you save the self-exclusion request?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Hmr2008,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.