MyStake Casino - Player’s account banned and winnings confiscated.

They have took all my money and banned my account even tho I was promised by there team I was aloud to take all my winnings and we would part ways and I could no longer use the website. It was because I had "duplicated accounts" my old account was permanently closed as I didn’t want the account anymore so how can it be a duplicate ? I have evidence I was promised my winnings and the amount of excuses I have been given after that are insane . DO NOT USE THIS CASINO AT ALL !

Dear GHOSTboy90,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the 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was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account.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.

Please understand that creating multiple accounts is prohibited by most online casinos and it doesn't matter if the old account was closed or not, the new one is still considered a duplicate.

• Could you please clarify when your first account was closed?
• Have you tried opening the old account before registering the new one?
• Did you discuss the opening of another account with the casino?

Thank you very much in advance for your reply.

Best regards,

Kristina

my first account was closed a few months ago . I couldn’t open the first one as I needed to make a new account . But if I permanently closed the first one then it’s not a duplicate account because the previous one no longer exists ? Also if I was "banned" why would they let me deposit money in the first place ?

I was also told that I would get my winnings by the staff before my account got closed .

Thank you very much for your reply, GHOSTboy90. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

ive forwarded the screenshots of evidence .

Considering, that you didn't discuss with the casino the option to reopen your old account, and it was only closed a few months ago, I am afraid that the casino closed the second account in compliance with their General T&Cs and there is nothing we can do. Unfortunately, we don't think you are entitled to your winnings, but if the casino decides to pay them out, I will be happy for you. If you disagree with our standpoint, you can always contact the licensing authority, but I don't think their opinion will be different.

I can only recommend that you always create only one account in each casino to avoid a similar situation in the future.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.