MyStake Casino - Player has been locked out of the account.

I was on the site when, out of the blue, it kicked me out for no reason. When trying to log back in, this message in red appeared, "Account card does not exist." I had about 180 euros in my account, but I couldn't log back in after that..

Dear Damiano7,

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 how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I opened the account less than a week ago, exactly December 11th if I'm not mistaken.

I checked e-mail and documents but not residence

I played sports like basketball, football and a few minutes at the slots, without ever taking advantage of bonuses,

I'm sure of your help, best regards

• Do I understand correctly that your home address wasn't verified?
• Have you submitted Italy as your country of residence when registering the account?

Thank you.

My address was about to be verified and then out of the blue the site disconnected and I was no longer able to log back in.

Thank you very much, Damiano7, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Damiano7!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello Pavel,

First of all, we want to clarify that Damiardiii is the second account of the player. His first account, opened in 2022, was closed upon his request last year.

The second account has recently been opened in October.

According to our terms and conditions, the player is allowed to have just one account.

Thus, he is allowed to withdraw the last deposited amount 50 euros, and after that account will be blocked.

Best regards,

Damiano7, can you confirm that the account in question is your second account in this casino?

Yes, but my money was €180 not €50! Why don't they say this before someone deposits? Now how do I get my €180 back?

Damiano7, as the casino has already stated, opening multiple accounts is strictly prohibited. Moreover, we consider opening multiple accounts unfair, so we agree with casinos in such cases and do not object if they confiscate player's funds from the second account. 50 euros that casinos has refunded to you is the amount of your deposit to the account. It is not 180 euros, because you are not entitled to your winnings for the reason mentioned above. Therefore, I must reject your complaint. I hope for your understanding.