MyStake Casino - Player believes that their withdrawal has been delayed.

I deposited around £340 to my account before winning and having a balance of £2750. I then went to withdraw £250 of the balance but it was rejected and then a " system withdraw " of £2660 was taken from me. 

After speaking to them via live chat and email they informed me that all winnings ( and most deposits ) were confiscated as I had breached the terms and conditions of having multiple accounts. This was the first I had heard of it being fully unaware that I had an account closed down in the past. They left me with just £90 in my account as this was the last amount that I had deposited and told me I am able to withdraw that. 

Dear JVale19,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi,

The casino has confirmed that my account has been suspended and the money has been taken off me. I submitted a complaint to their complaints department 7 days ago and was told I would receive a response within 3 days. Still no reply.

This description is waiting for delayed payment but they have already rejected it and confiscated the funds. Can this be changed or do I need to submit a separate complaint?

Hello JVale19,

Was your current account ever verified? To be sure, are you aware having an account in this casino in the past? Is your account currently still active?

Before I tried to withdraw some funds I had to pass verification checks which were all confirmed. It was only after this that they denied the withdrawal and confiscated the funds in my account. It was only after they informed me that my account was closed due to having multiple accounts when I realised I did have one in the past which I asked to be permanently closed. The email they sent confirmed that the new account I opened is closed however I can still log in and access all my transaction history.

Update:

This is what MyStake have replied.

Dear Jack,

We refer to your previous correspondence regarding the refund request.

Please be informed that by registering an account on the website, you confirm your consent to the Terms & Conditions and Privacy Policy, which our website provides to our customers. (T&C Article 1)

According to the Terms & Conditions of the website, Article "Anti-Fraud Policy"

The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the Player is suspected of fraudulent actions including, but not limited to:

Participating in any type of collusion with other players;

Development of strategies aimed at gaining unfair winnings;

Creating two or more accounts;

In these cases, the Company reserves the right to terminate such Account and suspend all payouts to the Player. As well, the Company reserves the right to cancel the bonuses and the winnings and pay back the remaining deposit to the Player. Please take into account that we reserve the right to charge You the costs of transaction processing for deposits and withdrawals.

Per T&Cs, Article "USE OF PLAYER ACCOUNT"

Only one Account is allowed per person, household, or IP address.

Creating multiple Player Accounts by a single Player can lead to the termination of all such Accounts.

According to the higher mentioned information, we have decided to deny your request for a refund, which is proven groundless.

Kind Regards,

Compliance Agent / Katherine Jones 

I fully believe I am entitled to at least my deposit amounts back therefore my response was:

Hello,

Having read your response it has only left me questioning why such a matter of time was taken to come up with that reply. 

Although I strongly disagree, I am willing to accept the fact that no winnings can be paid to duplicate accounts. However, allowing someone to deposit money into their account knowing full well they are never going to be able to take any winnings, let alone their own money, back out of that account is nothing short of robbery. For me, and plenty of others I have spoken to about this situation, that is no different than selling something and having no intent to provide the goods. 

I envy going down the route of bringing my lawyers into this but if you are going to be persistent with denying my refund then you leave me with no choice. This is causing me severe stress and depression but I am not prepared to be robbed of my own money. I will go to whatever length to get this back and I am well within my rights.

Just to clarify, £90 has been withdrew by me which was left in my account as the last deposit amount and several transactions that add up to the amount of £250 that were all made within 30 minutes of opening my account are yet to be accounted for. Once again a company so big as MyStake will not feel the affect of this amount however it means so much to me and my family. 

From genuine human to human I need this not only to provide for my family but to help keep me level headed at probably the lowest point in my life.

I look forward to hearing back from you.

Sincerely,

Dear JVale19,

Can you please clarify when was the first and when the second account created? Can you please forward a deposit history from your current casino account (if you are still able to login) to nikolas.b@casino.guru?

Hi thanks for the response,

After checking transactions I believe my first account was made on 19/10/2023 and the second account was made on 01/08/2024.

I will send the screenshots of deposit history to your email now.

Many thanks

Hi,

Just to confirm screenshot of deposit history has been sent to email.

Thanks

Dear JVale19,

Before we would try to reach the casino can you please advise if you did claim any bonuses in your first or this new account?

Hi,

I think on my first account I claimed a deposit bonus but on the second account nothing was used.

Thank you

Hello JVale19,

Mostly creating multiple accounts leads to blocking all of them and confiscating all the balance. However, if the accounts were created by honest mistake and you did not claim bonuses on both of them, the casino may reconsider their decision.

I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Nick thanks for the response,

I understand that making multiple accounts has lead to my closure but I feel that I should be entitled at least my deposits back as I shouldn’t have been allowed to make a second account in the first place!

thanks for the help!

Dear JVale19,

I'm Michal, and I have taken over your complaint. I have examined your case, and I would like to inform you that the standard policy in all casinos stipulates that each player is permitted to maintain only one account. The casino must provide explicit permission for the creation of an additional account. If the casino identifies multiple accounts, it constitutes a significant violation of the terms and conditions in almost all casinos, however, as my colleague Nick pointed out, if the accounts were established due to an honest mistake, and you did not claim bonuses on either account nor obtained any unfair advantage, this should not present a significant problem I will contact the casino to see if I can help.

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino,

We recognize that it is a common practice within the industry for each player to maintain a single account. Any additional accounts require explicit approval from the casino team. However, as previously stated, if these accounts were created inadvertently, with no bonuses claimed on either account and no unfair advantage gained by the players, the existence of multiple accounts should not pose a considerable issue. I would be grateful for further clarification regarding the situation, should there be additional details concerning the issues at hand. If the information is not suitable for public disclosure, kindly send it to me at michal.k@casino.guru, along with any pertinent evidence.

Hello,

The user's account has been closed and deducted the funds because the account was a duplicate of an addicted one.

We will send you additional information via email.

Kind regards

I understand why the winning funds were taken off me but I believe that I should at least get my deposit amounts back. I have only received £90 out of £340 deposit amounts.

Dear MyStake team,

I have sent you an email with additional questions to gain a clearer understanding of the situation and am currently awaiting your reply.

Hello,

We have already answered your questions.

Regards

Dear JVale19,

Upon reviewing all relevant information, it has been confirmed that you have created a duplicate account, which constitutes a violation of the casino's terms and conditions. Consequently, you are not entitled to any winnings. In our ongoing effort to promote a fair gambling environment, we believe it is just for the player to receive a complete refund of their deposits. I am currently in discussions with the casino team to facilitate the return of all your deposits.

Hi Michal thanks for the response.

I understand that I am not entitled to any winnings but also feel very strongly that I should be entitled to my deposit amounts back as I should never have been allowed to make a new account and deposit without passing verification checks first!

Many thanks

Hello Michal,

We have provided you with further information regarding that issue via email. Please check it.

Dear JVale19,

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.

Dear JVale19,  

I hope this message finds you well. I wanted to follow up on the email I sent you and am looking forward to your reply. If I do not hear back from you within the specified timeframe, I will have to consider your complaint as closed and marked as rejected.

Dear JVale19,

Although from our experience we know that individuals facing gambling issues often find it challenging to cease gambling when faced with significant temptation, and it is imperative for casinos to implement measures to assist these players. We consistently encourage individuals to seek professional assistance if they suspect they may have a gambling addiction or feel unable to manage their gambling impulses effectively.

However, the player's personal responsibility also plays an important role in these situations. The self-exclusion tools aim to help players limit access to their casino accounts, and prevent unintentional financial losses. It is not intended for the players to exploit its potential vulnerabilities and subsequently request compensation for the lost funds. One important aspect to consider is that, as a citizen of the United Kingdom, you should engage with casinos that are licensed by the UK Gambling Commission (UKGC). This ensures that any restrictions or limitations imposed by these casinos are adhered to. There have been numerous instances where players have registered with casinos holding different licenses specifically to bypass these restrictions.

Given these considerations, the decision made by the casino team in your case appears to be justified. While you are entitled to disagree with this conclusion and may reach out to the casino's licensing authority if you wish, we regret to inform you that we are unable to pursue your complaint further, and I will now proceed to reject it.

Thank you for your understanding. We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us, and we will try our best to help.

Best Regards,

Michal

Casino Guru