MyStake Casino - Player's account mistakenly identified as duplicate and closed.

Hi,

Seeking your help please. I initially I requested for my account to be closed. A few months later I requested for it to be reopened. That happened no problem, however when I tried to upload my ID they closed my account saying I had two accounts, I’m not sure how it’s possible that I do as I was just reopening a previous account. There is now over 1000 stuck in the account and they are refusing to pay me. Please any help would be greatly appreciated.

Dear Cnorth98,

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you passed the KYC verification before your account was blocked?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Hi,

. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? No

Could you please advise if you passed the KYC verification before your account was blocked? No, they just blocked my account as soon as I uploaded my account. I don’t see how/why I was able to reopen the account, then fund it and now they are withholding my funds.

Have you accumulated your winnings with or without an active bonus? Winnings no bonus involved.

Hi,

an update as to where we are. I received an email from mystake after a couple of emails stating that I could withdraw my last deposit only £50 when there was £1400 in winnings in the account and over £1000 in deposits in the account. I have gone back to them stating that I would like all my funds returned to me. If I get a negative response to that I believe I will need your help further. I have taken some screenshots of the accounts.

Thank you very much for your reply, Cnorth98. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Just sent that through to you now. Thanks

Thank you very much, Cnorth98, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks for that.

Essentially the problem is that somehow I had two accounts opened with them. I requested to reopen a closed an account because I saw the username in my email. They reopened the account no problem then when I tried to withdraw from the account and upload my ID they said my ID is already in their system, then closing my account. I had no idea there were two accounts and they 1 opened the account and 2 then let me fund the account. After a back and forth on email they then said we have returned your last deposit only 50 quid and to withdraw and they will close the account. I am obviously not going to accept this and went back to them.

i haven’t received any response from there. I have been emailing them daily, do you have any suggestions?

Hi, can I have an update please? The casino has now stopped replying to me.

Hello, Cnorth98,

I am sorry to hear about your unpleasant experience, and I am so sorry for the delay. To be honest, I was convinced that I already replied here and invited the casino to the thread. I had to forget about it or did not add the post correctly here. I even remember how I checked your email earlier. I am sorry once again.

However, please note this is not a Live Chat, and anyway, it usually takes some time until any involved party replies - sometimes several days.

Now I would like to invite MyStake Casino's representative to join this conversation and participate in the resolution of this complaint. Let's ask them for the details.

Dear MyStake Casino team,

Could you please provide us with a detailed explanation of the player's situation? What steps should the player take to unblock the account and/or withdraw his disputed winnings?

If there is another account registered by the complainant, what personal information was filled out upon registration? Do I understand correctly that upon reopening request, the casino asked the player only for his DOB, username, and email? Wouldn't it be better if the casino asked him for more personal information, such as name and surname, exactly for the purpose to prevent similar situations? Could the casino discover another account easily during communication with the player about the reopening of his disputed account?

If the casino had requested verification or more details upon reopening request, it would likely not have happened at all. But, the player was allowed to deposit to this account, reopened by the casino, which for now (and based on communication with the casino provided by the player so far) looks like it could have been partially also the casino's fault.

Were any bonuses used in his disputed account? If yes, which bonuses and on which account? If not - what type of games did he play and from what type of games were the disputed winnings accumulated? What unfair advantage did he gain by playing this way?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello Branislav,

We will send you the relevant docs via email proving that the user has two accounts that go against our T & C.

Kind regards

My stake.

You have not replied to any of the questions posed to you. I should not have be able to reopen my account, I had no knowledge that there was two accounts. You allowed me to reopen the account, with the same details (email, address, name etc) then fund the account and then closed the account with my funds now taken from the account. There is clear fault on the casinos side here, I request all of my deposits are returned to me.

I am sorry for the delay.

Dear MyStake Casino Team,

Please, look at my last email regarding the matter. I am waiting for additional details.

Dear Cnorth98,

In the meantime, I have a few questions for you after reviewing the provided communication between you and the casino and data from the casino.

How did you request the reopening of the disputed account, please? Is it possible to forward the relevant request/communication to my email (branislav.b@casino.guru)? The request is missing there.

The second account was created with a different casino ID/nickname, and very likely with a different email address, while the casino ID/nickname used on the duplicate account is almost the same, only with a few numbers added at the end. So, it seems it was altered after maybe the casino's system notified about an existing one.

Anyway, so far, there is enough evidence to see that you somehow created at least 2 accounts on MyStake. Do you please have any idea what was the reason for that?

Thanks for the below.

answering your question. I requested it to be reopened on the live chat so the casino can provide the transcript. Also, I would have used the exact same email address for both the casino has hopefully confirmed that? I would have used the exact same name, email, address etc. I simply made a mistake and did not realise I had two accounts. The casino allowed me to fund the account, bet, then withhold my funds. I am not asking for my winnings back just the funds I deposited, I have not tryed to get some sort of advantage over the casino just a case of a misunderstanding and a lack of controls on the casino side.

I must of made a legacy account in 2022, never verified. Then opened a new one at the end of 2023 verified that one. Then I requested that account to be closed due to gambling issues. I then thought I was requesting for that account to be re-opened because that was in my email, but clearly I didn’t and the 2022 account was re-opened. The casino then allowed me to fund the account and bet. I am not sure how is it possible that there is two accounts in the first place surely the casino should have some controls?

Please let me know if you require any more input. I do believe this is totally unacceptable on the casinos part.

Thank you for the additional information, Cnorth98.

As I mentioned above, I asked the casino to look at my last email regarding the matter, and I am still waiting for additional details.

So, let's wait for further details and an explanation from the casino.

Now I am setting up the timer for the casino.

Hello Branislav,

We have sent several prooves via email.

Kind regards,

Mystake team

Greetings all,

I am sorry for the delay.

Dear MyStake Casino Team,

Thank you for your email and the data provided.

Can you please look at my last email and answer my additional questions?

Hello Branislav,

We will send you all the requested information by email.

Hi,

as I have stated previously I am not requesting my winnings back, clearly the lack of controls from Mystake has led to this. I am requesting my full deposit back, which should be seen as a fair outcome. Otherwise, the casino is quite literally withdrawing my funds for their own benefit.

Greetings all,

I am waiting for additional information from the casino regarding the self-exclusion on the second account and the circumstances around it.

Thank you for your patience and understanding.

Hello Branislav,

The requested information has been sent via email.

Kind regards

Thank you for the additional information, MyStake Casino team.

Dear Cnorth98,

Thank you too for your email and the screenshots.

So, from not knowing about another account we got to the point where you exactly know what username was used with the second account, despite it being registered with another email address, and why it was closed.

However, the live chat did not confirm that it was due to gambling issues, only that it would not be reopened ever. So, the disputed account was the first unverified one, which was later reopened, and the second one was verified and closed permanently. Anyway, the account in question was not closed for gambling issues.

I think it is already taking long enough, and we can stop dragging it unnecessarily out.

After gathering all the information and details, we concluded that the casino acted correctly and we agree with a refund of only your last deposit.

Please, request a withdrawal of your last deposit, and let us know once it is successfully withdrawn.

Looking forward to hearing from you.

I have emailed you. The casino clearly acknowledged that the original account was closed due to gambling issues, I’m not sure what the casino has provided but this does not correlate to the evidence I have provided.

the casino allowed me to open an account then fund it and then withhold all my funds. They do not have the relevant tools in place to stop problem gamblers from accessing their site, I should not be punished for this.

I would like a full refund, as the original account I requested was closed due to gambling issues and their lack of infrastructure allowed another account opened (which they allowed) which until I won was then closed. This is a clear issue.

No, the casino clearly does not acknowledge that the original account was closed due to gambling issues, and you even proved it by the complete communication that you provided earlier.

So, as was mentioned in my previous post - I will wait for your confirmation of a successful last deposit refund, and the case will be closed.

Please note if you keep insisting on misleading and incorrect information regarding your accounts and the reasons why they were closed, the complaint will be closed immediately without waiting for your last deposit refund.

Thank you for understanding.

I have requested the withdrawl

Please inform us once the payment is successfully credited to your payment method.

Looking forward to hearing from you.

As per my email, I request this complaint remains open

Dear Cnorth98,

Thank you for your emails and confirmation of the successful refund of your last deposit.

Since you insist on returning all the disputed funds despite all the discrepancies found during the investigation and the fact that you did not self-exclude yourself from the casino nor provide the casino with a reason that could indicate your alleged gambling addiction, I am forced to close the complaint as unjustified (deducting the refunded deposit from the disputed amount). Basically, your evidence of it should be only a claim from a live chat representative who somehow incorrectly interpreted your closure request that they saw it. However, it was not there (which you confirmed yourself) in any of your accounts.

Once you can prove that you clearly informed the casino about your gambling issues, feel free to forward it to my email (branislav.b@casino.guru). Otherwise, we are talking about multiple accounts. It does not work like you contact the casino and ask someone for confirmation retrospectively, especially if such information or reason was not stated there at all. That is not considered sufficient evidence.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR.

Thank you very much, MyStake Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru