MyStake Casino - Duplicate account issue causes winnings confiscation.

Hello,After a long time, I wanted to try to log into my mystake account, which was closed 6, 7 months ago, but forgetting this, I did not realize that we have 2 duplicate accounts. and I logged in on the second one thinking it was the first. I made around 4 deposits totaling £350 and I ended up with £1200 in my balance and when I tried to withdraw them I discovered that my account was duplicated. I contacted the support and they told me that I can withdraw only the last deposit.. I entered the account and they took £1100 and I left £116 in the balance trying to withdraw these 116 I can't because my account has to be verified and it doesn't work because the account is duplicated.Please can you help my with that I completely forget my first account was closed by me 6 7 months ago and second one opened 2 3 months ago all I want is my total deposit s of 350 to be refound.Thanks

881/5000

Hello maryusolaru81,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your first account was ever verified? Did you accumulate your winnings with real money or did you use a bonus on your first or second account? When was the last time you spoke to the casino and what was it about? Is your second account currently still open?

Looking forward to your answer.

Regards,

Nick

Hello nick,Yes my first account was verified and then I closed the account 7 months ago..secound one was opened 3 months ago and when I login in secound one I was thinking it's the first one. because I use pretty same login details on my accounts.And yes I accumulated the winning with real money .Last time when I spoke to the casino they say to verified my secound account to withdrawal the last deposit made and they also confiscated 1100£ from my balance. I have few screen shot s.Yes my second account it's still open and now verified..

Hello maryusolaru81,

So to sum up everything - the casino allowed you to verify your second account which is currently still open but they confiscated your real money balance without even refunding the deposits?

Dear maryusolaru81,

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.