MyStake Casino - Player encounters account verification issue and struggles for withdrawal.

Hello Ladies and Gentlemen, I am experiencing a problem with Mystake Casino. What happened is that I had created an account in the past but stopped playing on this site. Today, I decided to give it another shot and re-registered as I had lost my previous account. I made a deposit of €20 and now I am trying to withdraw it. However, when I attempted to verify my account, I was informed that it was not possible as there is another active account under my name. Due to this issue, I am unable to withdraw my money. I've tried reaching out through email, but I haven't received a response. If at all possible, I would greatly appreciate any assistance you can provide. Thank you very much in advance.

Best regards,

Dear Luca01040404, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you accumulated your winnings with or without an active bonus? 

Could you please specify when was the last time you accessed your previous MyStake account? Has your first account been verified?

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, 

Veronika

Hi, no there is no possibility of anyone using my old account, I used it in the past, I played a long time ago only once and then no longer remember the login details, today I made a deposit on the new account created by me of €20 to then activate this bonus of €20 but it was a mistake so I would like to deactivate it I cannot withdraw my money. There is €131.60 in the account I tried to verify my account by putting in my documents but unfortunately it tells me to contact support because I have this old account of mine still active, the last time I logged in could have been 1 year/1 year and a half ago, please ask for assistance and ensure that I can continue to use my account of now and not the old one and above all he can withdraw this money because it is blocked in the account

Best regards

Luca [surname hidden by Casino Guru]

Thank you for your response. I'm sorry but you can never create multiple accounts in any online casino and by doing so you breached the terms and conditions. The casino has every right to confiscate any balance and block both of your accounts.

The complaint will be now closed for the above-explained reason.