MyStake Casino - Player’s account has been blocked.

Hello good.

I am contacting you, because yesterday my mystake account was blocked, coincidentally the day I made my withdrawal. I used a casino bonus, I didn't put money in the casino, but after requesting the bonus, and meeting all the requirements to be able to make my withdrawal, I was able to make my withdrawal, but they blocked my account. I contacted support, and after talking to them several times, they just told me that it was the casino's decision, and they closed my chat, and that if I kept asking, they would close my support due to spam. I upload the file of a capture. Even if I haven't deposited my money, I would like to receive the money I earned cleanly, €85

Thanks a lot.

Dear javier00,

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)? Have you redeemed any free bonuses from this casino in the past?

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 good.

I registered the account two days ago, and completed both the email verification and the ID verification. i've been playing the dinosaur games... and that was the first bonus i redeemed. The account is created new.

Thank you very much, javier00, for the update. Could you please advise if you were asked to provide any personal documents to verify your account and to place a minimum real money deposit since your winnings were accumulated from a free bonus entirely?

Do you happen to know if anyone within your immediate vicinity or social circle has ever redeemed a free bonus from this particular casino before? I am asking because there have been instances where individuals within close proximity or with shared IP addresses have been flagged for bonus abuse or fraudulent activity, even if they were not directly involved. Therefore, it would be helpful to rule out any potential conflicts or complications that could arise from previous bonus redemptions by others in your vicinity. Looking forward to hearing from you.

Good night.

For the withdrawal they asked me for verification by ID, I gave it and everything was perfect, I also met the minimum requirements to be able to get the money from the bonus, which was simply betting the winnings 100 times (in my case it was €300 because I won €3). Finally the €50 of the minimum withdrawal, so I complied with everything.

My brother and some cousin created accounts from the same bonus, but none of them managed to withdraw money because they lost betting, I was the only one who managed to reach the end to be able to withdraw.

Do you and your brother and cousin share the same IP, household, or email address?

My brother and I do share the same address and the same Wi-Fi network, but not the same email.

If you and your brother share the same household address and redeemed the same free bonus, this might be the main reason why your account was blocked (see T&Cs):

4. You are eligible for all bonuses per Mystake account, which shall mean no more than one of each bonus per user, IP address, computer device, family, residential address, telephone number, credit or debit card and e-payment account, e-mail address, and environments where computers are shared.

Could you please advise whose account was created first? Have you deposited any real money into your casino account, please?

So it would be impossible for them to send the money I earned with the bonus? I have not deposited money in the account and I could not say who created the first account.

Thank you.

I apologize, but it is challenging for the casino to justify the creation of two accounts from the same IP address and shared household address. We strongly advise players to consult with the casino beforehand to determine if creating a second account is feasible. Ideally, if you plan to create a second account from the same household, we recommend verifying your account before beginning to play. Regrettably, we cannot offer assistance in this particular case.

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.

Dear javier00,

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.

I apologize for not being able to provide more assistance in resolving this case. Please feel free to reach out to us if you encounter any problems with other casinos in the future. However, due to the reasons mentioned above, I must reject this complaint. Thank you for your understanding.