HomeComplaintsMyStake Casino - Player’s account has been suspended due to an email error.

MyStake Casino - Player’s account has been suspended due to an email error.

Amount: A$1,000

MyStake Casino
Safety Index:High
Submitted: 08 Jun 2024 | Case closed : 22 Jun 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

5 months ago

The player from Australia had signed up to MyStake with a misspelled email and contacted the KYC team to correct it. Despite providing all necessary information, the casino suspended the account due to a Terms violation and insisted on communication from the registered email. The player was seeking assistance in correcting this issue to fulfill KYC requirements if the withdrawal attempt failed. We attempted to gather more information from the player but received no response, leading to the rejection of the complaint due to insufficient details.

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5 months ago

I recently signed up to Mystake. Although when signing up I entered the wrong email. The email was misspelled, there was 1 extra character. I have tried reaching out to MYstake KYC team over email with all of my information, this includes the issue, my username and all of my profile data. They just responded back to me with this



"Thank you for your email.


Please be informed that according to our terms and conditions creating a duplicate account is not acceptable. Due to a violation of our general terms, we have taken the necessary action to suspend the duplicate account.


Please be informed that the only verified account that remains active is associated with the username: *******


Note that if you are still detected creating any more accounts, you will be permanently terminated from using our platform. 


In order to assist you please communicate with us with the email address which is connected to your current account. "


So I reached out to them with my email that was ‘obviously the real one’, not the mistake one, and they clearly are just ignoring my issue and sending back this cryptic nonsense. I have tried withdrawing to see if I can get out of this but in the meantime I wanted to see if anyone could help me navigate this issue incase the withdrawal doesn’t work and I need to get the email changed to the real one to fulfill the KYC requirements.

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5 months ago

Dear IH25,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify if you have more than one account in MyStake Casino? Have you created one account with your correct email address and another one with a slightly different email address?

Could you kindly confirm if you passed the KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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5 months ago

Dear IH25,

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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5 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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