MyStake Casino - Player created multiple accounts.

Hi I an not sure if I have a leg to stand on here but I created an account a while ago and forgot I was verified, I have now created a new account stupidly and deposited about £1200 and manage to win €600. But when I tried to withdraw the verification fails and my account was locked so I have €600 in limbo. I have spoken to someone on chat and they told me there was nothing I could do. I then messaged again and was told to contact support. I have emailed but heard nothing. It's totally my fault but it can't be fair they keep my deposit and my winnings.

Dear Andrew,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. First, I would like to point out that creating multiple accounts is prohibited by most casinos, I checked the casino’s general T&Cs and I found this:

"9.  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 termination of all such Accounts. The Player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

Any returns, winnings or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account.

The Website can only be used for personal purposes and shall not be used for any type of commercial profit."

Do you happen to remember when exactly you stopped using your first account? Have you claimed any bonuses with both your first and the second account?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you in advance for your reply.

Best regards,

Kristina

I have sent an email regarding my response to kristina.

Thank you for your email, Andrew. I am truly sorry for your situation, but it doesn't mean that casino rules do not apply to you. I am sure you understand that registration should not be a complicated and time-consuming process, and even if the casino tried to block you, there are many possible ways to alter your details in such ways that you could easily overcome the blocking system.

Perhaps the only and best way for casinos to find out whether or not a player has more than one account is to verify the player's identity. Players usually don't like waiting for a casino to check their documents first in order to let them play. Therefore most casinos ask for documents at the point of withdrawal, which is also when duplicate accounts are often detected.

Unfortunately, under these circumstances, we are not able to help you further with this case. Please, do not hesitate to let me know if there is anything else I could do for you, or if I have overlooked something, but I am afraid I will be forced to reject this complaint. Thank you for understanding.

I have sent an email with my response

Andrew, I understand your point of view, but please note that it is different when someone accidentally creates an account (for example the player who had an active account a few months/years ago and forgot about it) from when someone creates numerous accounts on purpose in order to claim bonuses in a very short amount of time.

Also, you shouldn't compare duplicate accounts created in the previously mentioned manners to duplicate accounts created by players with active self-exclusion due to gambling problems. When someone self-excluded manages to create the second account, and the casino finds out later, the player's deposits should be returned.

I agree that the casino should try its best to block players from creating more than 1 account at the point of registration, however, players can be very creative and overcome even the best blocking systems. If you feel like you need better protection, I would definitely recommend that you consider requesting self-exclusion from this casino.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.