MyStake Casino - Player's account was blocked.

BUONGIORNO E DA UN PO CHE GIOCO SUL CASINÒ ONLINE mystake dopo aver prelevato messo soldi ecc.. ho fatto una vincita un po’ più alta delle altre… per non pagarmi se ne escono che il mio profilo è sotto inchiesta e che non mi devono dare motivazione… praticamente se vinci non ti pagano ma se perdi i tuoi soldi se li prendono… questi sono assolutamente dei truffatori !!!!!!! Veramente assurda una cosa simile!!!

Dear riccardolup96,

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 may better understand the situation.

Could you advise which games you‘ve been playing in the casino (slots, live games, multiplayer)? Did you accumulate your win using bonus money or not? Do I understand correctly you had successfully withdrawn winnings from the casino in the past?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,

Tomas

Si ho giocato un po’ a tutti i giochi… giochi dal vivo mini giochi anche slot… le vincite non sono accumulate usando denaro bonus…. Si sì fino alla scorsa settimana ho ritirato le vincite tranquillamente sta volta che l’importo è più alto mi bloccano il profilo

Thank you very much, riccardolup96, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi riccardolup96,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask MyStake Casino to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Hello Tomas,

The investigation has been completed. The results are the following: We detected multiple accounts of this user—same IPs, same device.

According to our T&C, clause 9, " Only one Account is allowed per person, household or IP address.

Creating multiple Player Accounts by a single Player can lead to termination of all such Accounts. Any returns, winnings or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account. "

Consequently, the balance has been nullified, and the account has been permanently blocked.

Tomas, we will send you supporting evidence by email.

Best regards,

Dear all,

I'm still investigating the case. We need more time to review all facts and evidence.

I will now extend the timer for additional seven days.

Thank you for understanding.

Kind regards,

Tomas

Dear riccardolup96,

Could you please make your statement on the casino's comment above? Are you aware of the possibility of you having more than one account?

Kind regards,

Tomas

Dear riccardolup96,

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.

Dear all,

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.

Kind regards,

Tomas