The player from Belgium had contacted the casino for assistance with KYC verification, but his account had been blocked due to a violation. He had attempted to communicate with a manager to resolve the issue, but was unsuccessful. The player had admitted to creating more than one account at the casino, which was against the casino's terms and conditions. Despite the fact that the first account had been deleted with the support's help a year ago, the creation of a new account recently had led to the current problem. The complaint was rejected as the player had breached the casino's rules by creating multiple accounts.
MyStake Casino - Player's account has been blocked.
Amount: €200
MyStake Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
Public
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7 months ago
Hi,
I contact the support for kyc vérification because i can’t do it. 5 min later, they block my account. But I have open bet like I Said (200€) that I made 25min before they blocked me. I don’t understand why I ve been blocked without telling me anything ! They told me that’s because of violation but i didn’t do anything so I want to find a solution.
I already talk with manager but they don’t answer me anymore.
that’s unbelievable !
i have many other proof that I can send to you
thank’s for help
bryan
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7 months ago
Dear twisttopair,
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. Do I understand correctly (based on your conversation with the casino) that you created more than one account at this casino?
What type of bet has remained open? Was it sports betting related?
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
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7 months ago
Hi Kristina,
I deleted the first one with the support’s help year ago. And i create new one recently. That was sport betting.
thank’s for help
bryan
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Public
7 months ago
Thank you very much for your reply, twisttopair. First, I would like to emphasize that our forum Casino.guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.
Furthermore, please understand that creating more than one account in one casino is prohibited by the vast majority of online casinos and this one is not an exception. Please, see here:
9. USE OF PLAYER ACCOUNT
...
Creating multiple Player Accounts by a single Player can lead to termination of all such Accounts.
Given the circumstances, I am afraid that we are not able to proceed further with this complaint not only because you focused on sports betting, but also because you breached one of the main rules of online gambling by creating a second account and it doesn't matter that the old account was closed in the past. We believe the casino acted in compliance with their T&Cs and at this point, I can only suggest that you always create only one account in each casino.
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.
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