The player from the United Kingdom had closed his old account with MyStake Casino and opened a new one, depositing £382 over 4 days. When he tried to withdraw his winnings, he was informed that he couldn't due to the account being a duplicate. He had requested a refund of his deposits but was initially offered only his last deposit of £100. The casino had honored the full amount. The player had confirmed the resolution and asked for the case to be closed.
MyStake Casino - Player's account flagged as duplicate, halting withdrawals.
Amount: £400
MyStake Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
MyStake Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Hi,
I deleted my old account from mystake casino. The request was granted and the account was closed.
reason I closed was I didn’t want to gamble anymore. Decided to have another try and reopened.
I created a new account where I deposited £382 over 4 days but when I try to withdraw £400 won after the due verifications of the documents it tells me that I cannot because the account is a duplicate.
Its a new account and I just want to get my money back!
i closed the account so didn’t think it was classed as a duplicate.
I didn’t use any bonus activations
i used a different email but all other details where identical.
not bothered about the money I won. All I want is the money I deposited.
I'm new to casino gambling. I explained this is an honest mistake. Asked for all deposited money back but only been offered £100 which was my last deposit?
Can you help?
Thanks in advance
Public
Public
1 year ago
Dear Kasper123,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.
Please understand opening multiple accounts in the casino is almost universally prohibited.
Please let me ask you a few questions so I better understand the situation.
- How long ago have you registered your original account in the casino and when was the account closed?
- Could you please advise if you tried to reopen your original account before opening a new account?
- Have you redeemed bonuses or have you benefited from loyalty offers in the casino on either of your accounts?
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,
Tomas
Public
Public
1 year ago
Dear Kasper123,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 year ago
They honoured the money..
I did previously close my account reason was I couldn’t afford to play anymore.
I think it should be more strict for letting people make duplicate accounts
Public
Public
1 year ago
Thank you for the update.
Do I understand correctly the money was already returned to your bank account? May we consider the issue resolved?
Public
Public
1 year ago
Dear Kasper123,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 year ago
Dear Kasper123,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
