MyStake Casino - Player’s account has been closed and winnings confiscated.

am filing this complaint because MyStake has closed my account and confiscated my winnings of approximately 171€

The casino claims a violation of Terms & Conditions due to a duplicate account. I admit I opened a second account by mistake, forgotten about a previous one, but I acted in total good faith.

Crucially, the winnings were NOT generated from a "No Deposit Bonus" or a "Welcome Bonus" abuse. They were generated from CASHBACK, which is a refund of my own REAL MONEY deposits lost on this specific account.

I have provided all KYC documents and I have been fully transparent. Confiscating winnings derived from a player's own deposits (via cashback) for a simple human error is disproportionate. I am a recreational player and I am asking for the fair payout of my balance (€170).

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Dear Teo23319,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please advise on the reason for creating your second account?

Could you please clarify the timeline of the events? When did you last log into your original account? Additionally, when was the second account created?

Have you passed the KYC verification on either of your accounts?

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,

Attila