MyStake Casino - Player’s account closed and funds confiscated.

Dear chuggers2491,

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.

• Can you please explain why your account was closed before?
• Have you ever requested or had your account blocked in this casino because of gambling issues?

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

Hello

I have previously closed my account on my behalf. Which they said was fine

i then asked them if i was allowed to re-open a my account in the future via live chat and they said they could not stop me from opening more accounts in the future.

i then proceeded to open a new account with them and deposited over £600 without any problem.

Also, they have let me deposit my money and had no problem with me having my account reopened and said that I am fine to carry on playing.

Hi chuggers2491,

• I apologize, but I must confirm once more: Did you reopen your previously closed account or create a completely new one?
• Have you discussed this option with the casino in advance?
• What prompted your request to close your previous account?
• Kindly send any relevant correspondence to petronela.k@casino.guru as soon as possible.

Thank you.

I closed my old account via live chat and asked them can i make a new one in the future and they said that is fine i am allowed to make as many accounts as i would like and they cannot stop me from doing so.

Yes i discussed this with them in advance.

I recently closed my account to take a break.

Any way why are they taking new sign ups and taking deposits from me if they don't allow second accounts, also this is fraud as i have deposited 600 in total and they have stolen my money and wont even grant me back what I put in. Irrelevant to the fact that it is a new account.

I will be contacting my bank and fraud team if this issue is not solved quickly.

Thanks,

Charlie

Hi chuggers2491,

I'm not sure if it wasn't a misunderstanding between you and the casino as their terms and conditions clearly state that player is allowed to have one account only:

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.

I'm afraid that if you knowingly opened another account we won't be able to help you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I’ve replied to this already via email and this chat

Hi chuggers2491,

I apologize, but I must confirm once more: Did you reopen your previously closed account or create a completely new one? I reopened my previously closed account

Have you discussed this option with the casino in advance? They said I am allowed to create as many accounts as I want.

What prompted your request to close your previous account? Wanted to take a break

Hi All,

Mystake.com have now blocked me from accessing there site in hope I give up my fight with them which I will not see picture attached.

So let me get this straight,

They allow you to create a second/third/fourth account and so on and deposit an unlimited amount of times.

Secondly I put all of my address details and personal details into there system and used the same debit card to complete deposits and they still allowed me to do this on a second account.

But the second they feel ‘oh he’s going to win some money here we’ll shut his account down and steal his money.

my only option is to chargeback all of the debit card payments I made to the casino.

Thanks

Charlie

All they have to do is credit back my deposits and I would be happy, that way either party loses out.

Thank you very much, chuggers2491, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.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.  

Dear chuggers2491,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello,

We have deducted the balance due to having a duplicate account which goes against our rules. We made an exception and enabled the user to withdraw the last deposit.

Further proof has been sent via email.

Kind regards

My argument is why allow me to make the deposits and you’re live chat said I was allowed to open new accounts once old account was permanently closed.

If you reimburse me the remaining deposits of £600 I will be happy with that.

thanks

Dear MyStake Casino team,

Thank you very much for your cooperation. I confirm receiving the evidence proving your claims. Could you please clarify in more details why the player's first account was closed?

Could you please respond to the following statement and potentially provide transcripts of the player's chats?

"They said I am allowed to create as many accounts as I want."

Hello Jozef,

All of the requested docs are sent via email, please check your inbox.

Kind regards

Dear chuggers2491,

After reviewing all the information and evidence provided, I cannot find anything irregular. Unfortunately, due to creating a duplicate account, which goes against the casino's terms and conditions and the standard of gambling, you are not eligible to receive the winnings. Additionally, I do not see any valid reason for receiving a refund of all deposits, and refunding the last deposit was a justified step on the casino's part.

I am very sorry, but if you cannot substantiate your claim that the casino support informed you that you are allowed to create as many accounts as you want, I will have to reject this case and refer you to the relevant authority. Do you have any evidence to back up your assertion? Keep in mind that I have reviewed your chat logs, and there was no indication of it.

"live chat said I was allowed to open new accounts once old account was permanently closed"

"They said I am allowed to create as many accounts as I want."

They obviously haven’t sent the part where they said" we can’t stop you from opening and using multiple accounts" it’s all one big fraudulent scam.

never mind I’ll have to seek help from higher authorities

Dear chuggers2491,

I apologize for the situation, but without adequate evidence, I must reject this case. You may request a reopening of this complaint at any time.

Kind regards, Jozef