HomeComplaintsMyStake Casino - Player’s account has been blocked.

MyStake Casino - Player’s account has been blocked.

Amount: €770

MyStake Casino
Safety Index:High
Submitted: 04 Feb 2023 | Case closed : 26 Feb 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Spain is experiencing difficulties withdrawing his funds due to an alleged self-exclusion made by his partner. We rejected the complaint because the player didn't respond to our messages and questions.

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1 year ago
Translation

I had a main account with mystake. Already verified.

Id:Ivjipe

It turns out that I wanted to enter and I was blocked. (I did not know why another believes and tried to verify. At the same time I found out that my ex-partner gave him self-exclusion due to gambling problems)


When I create the account Id:Ivanoenano and try to verify it, I get that my verification is done with another user.


To which I contact support to try to solve it since I entered €770 and if it let me enter without verifying, it is not possible to verify with my identity since it is restricted by the exclusion.


I want to recover my money or verify myself and be as before but with this second account.


I can provide you with the security verification images, license, passport and others in order to verify myself and they tell me that I can't due to self-exclusion due to gaming problems that I did not do, to which they allege that hacking problems are not responsible. I understand it so far, but I can't get my money back? At least...




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1 year ago

Dear Ivjipe,

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. Have you ever requested your account to be closed or suggested a gambling problem when communicating with the casino, or it was your partner? Do I understand correctly that your partner had an access to your casino account? Under whose name were the two accounts registered?

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

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1 year ago
Translation

Request deposit refund. I was unable to verify myself as I have a self-exclusion due to gambling issues. Even so, he let me deposit as per his terms and conditions. It says that on the creation of two or more accounts, the company will cancel duplicate accounts and refund deposits minus a 20% transaction fee. This should have been done immediately after my first deposit; however it was not and now I have deposited and lost even more money. The self-exclusion has not been carried out correctly. I knew it was a duplicate account as I had informed them via email when it was created but they still allowed me to deposit and wager. I have the reports from when I applied for self-exclusion due to gambling issues... and due to the latest verification issues, I am unable to withdraw but I am allowed to deposit and wager against the terms of the self-exclusion.


According to your policy, you should not have been able to deposit since you had a self-exclusion from the previous medication. In its stipulated terms and conditions it indicates so. I asked before playing to get my deposit back, which if I won I couldn't cash it out anyway.

I am attaching here some images before I was blocked from the conversations where I ask for my deposit to be refunded because I cannot verify myself since it is a duplicate account.


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1 year ago
Translation

Request deposit refund. I was unable to verify myself as I have a self-exclusion due to gambling issues. Even so, he let me deposit as per his terms and conditions. It says that on the creation of two or more accounts, the company will cancel duplicate accounts and refund deposits minus a 20% transaction fee. This should have been done immediately after my first deposit; however it was not and now I have deposited and lost even more money. The self-exclusion has not been carried out correctly. I knew it was a duplicate account as I had informed them via email when it was created but they still allowed me to deposit and wager. I have the reports from when I applied for self-exclusion due to gambling issues... and due to the latest verification issues, I am unable to withdraw but I am allowed to deposit and wager against the terms of the self-exclusion.


According to your policy, you should not have been able to deposit since you had a self-exclusion from the previous medication. In its stipulated terms and conditions it indicates so. I asked before playing to get my deposit back, which if I won I couldn't cash it out anyway.

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1 year ago
Translation

If requested it will be blocked by self-exclusion.


The two accounts are with the same name, the same date of birth and identity at the time of verification, it did not leave me because of the other blocked account.

They did realize that it couldn't be verified but they let me deposit and bet. Within hours they blocked me without being able to withdraw the bet or the deposit.


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1 year ago
Translation

This they answered me:

Greetings Please note that your account was closed as soon as you requested it. Your balance is spent, therefore a refund is unfortunately not possible. Sincerely Joe/Support Agent.


I requested before the bet as seen in the images, they blocked me and I could not enter or collect or finalize the bet, if I had won I could not collect anyway as seen in the recent text sent.

Automatic translation:
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1 year ago

From your very first comment, I understood that it wasn't you who requested the self-exclusion, but your partner. Could you please clarify?


"It turns out that I wanted to enter and I was blocked. (I did not know why another believes and tried to verify. At the same time I found out that my ex-partner gave him self-exclusion due to gambling problems)"

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1 year ago

Dear Ivjipe,

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.

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1 year ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.


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