MyStake Casino - Player's account with winnings has been closed.

Closed my account a while ago with mystake casino. Last week I opened a new account as could no longer access my old account. I deposited £2000. Placed 6-8 bets. In total I won £29,503,03. They then emailed me saying that "they are permanently closing my account and that they di not have to give me a reason.

need help

Dear Colinanthonyphillips,

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 inform us if you directly contacted the casino to discuss the possibility of reopening your previous account?
• Did you activate any bonuses when creating your second account?
• Additionally, could you provide the reason behind the blockage of your previous account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

In the meantime, please be aware that the majority of online casinos permit only one account per player. If you knowingly created a duplicate account, it may pose challenges for us to assist you in recovering your winnings.

Nevertheless, 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

I did not discuss reopening old account because I deleted it therefore I was unaware that after deletion it could be reopened.

I did not activate any bonuses at all. I strictly only place sports bets.

I deleted my old account as at the time I felt like I was spending to much time gambling.

I feel in a better mind frame recently and seem to be quite successful at placing correct bets. I feel very upset that mystake are now clearly being very awkward with closing the account for no valid reason. If I hadn’t of won a substantial amount of money I think they would still enable me to log in and deposit and plan. They seem very happy to accept deposits but when you want to withdraw or win consistently they don’t like it.

if this can’t be resolved, I’m going to have to go the legal route. Fortunately for me I have barristers in my family but I do hope it’s more amicable. And a sensible solution is found to this.

apologies for the formal response. I appreciate your help

Colin

Please understand that you knowingly opened a duplicate account which is forbidden in the majority of the casinos. I have checked the general terms and conditions, and this is what I found (here):

USE OF PLAYER ACCOUNT

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. 

• Do you happen to have retained any relevant communication from when you requested the closure of your previous account?
• Could you specify how long ago that was?
• Additionally, did you close your account for a specific duration?

Thank you.

I haven’t retained this as it was on the online chat.

Deleted old account around the 5/11/23

no just asked the chat person to delete my account.

which means they permanently deleted my old account. Therefore when I opened my new account it was my sole account and the only account open in my name.

I have also booked a flight to where there office is based for January and if this doesn’t get sorted amicable, I will get in contact with the gambling authority who register them and contact local police department to. If this doesn’t get sorted out fairly, I have no problem with hiring a lawyer to bring the owner of the company Lasha to court. It’s not partially about the money it’s now become principle.

• Can you provide clarification on whether "Deleted old account around the 5/11/23" indicates that you deleted your account in May or November?
• Did you use identical credentials to create your second account? If so, which details remained the same, and what information did you need to modify (such as your email address)?
• Furthermore, were you informed at that time whether your account was permanently blocked or if the block was for a specific duration?

Thank you.

November

my username is different, I believe my email might have been different too

I was told my account was deleted not blocked.

has There been any contact by the company? I’ve had no response to my emails.

I’ve had a legal letter drafted up by my lawyer, should I wait to see if this can be resolved through you guys before I send it to the company and their gambling license entity?

Thank you very much, Colinanthonyphillips, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you. Do I need to email your colleague or will the thread be continued on here?

have you had any response from the company?

Hello Colinanthonyphillips,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear Colinanthonyphillips,

in response to your question, MyStake Casino is addressing the complaints on our website and their success rate is quite high.

Hi there,

I would hope they are going to do the moral right things and send me my winnings.

There hasn’t been any cheating involved. The money was won fair and square.

As I have previously said;

I have booked a flight in early January.

I have had a lawyer draft up a letter.

I have barristers in my family.

We also have contacts in the media and I am happy to pay renewed investigative journals to invest and publish documentary’s on the company and their practices.

I am willing to take this as far as I need to.

i have found out information on

• The casino it’s self including owners details.

• The gambling commission that give them there lisence

• Local enforcement.

There is no length I’m not willing to go to to get what’s right sorted. No length.

Update

i have received an email from Mystake KYC

They have asked me to send proof of card.

I have replied with a bank statement and also card number.

I’m not sure if this is coincidence or they have read the feed above and want to check my details before making the correct decision in paying me.

will keep you updated

Thank you for the update. We hope that everything will be resolved soon.

Currently in a meeting with my bank as my current account card I can’t find.

I have sent proof of my details but haven’t got the card physically.

its very strange as I have send my details to proof this is my card. Seems like buying time

Update

My bank have sent me a letter which contains my details

Along with my 16 digit card number. For which I have scanned and sent to KYC mystake.

I have spoken to my lawyer at length and he has confirmed this is adequate for proof.

i will attached the documentation for you also to view.

colin

Update

Verification process still on going. It seems whatever proof I send they want something different. It appears to me that they keep moving the goalposts to try to gain more time for themselves.

All emails are being printed off and put in a case folder for my lawyer to view.

Hello,

Card verification has been successful, and the player must be able to make a withdrawal.

Also, we want to clarify that making a second account is not permitted by our terms and conditions.

If the player wants to play again on MyStake, he/she must contact our support team and the account will be reopened again in case everything is in order.

Best regards,

Hello,

I am still owed £25,503

My old account was deleted and shut down.

Therefore when my new account was made, I only had one active account in my name.

I am happy to come to a financial agreement say 50% so £12,750.

Until something sensible is settled I will still be flying out to the commission headquarters in Early January and still will be contacting local law enforcement along with instructing my lawyer to enforce a lawsuit.

I am also in talks with connection I have with investigator journalists whom work for the BBC and ITV to discuss the dangers of this company.

I have privately paid a private investor to gain as much evidence and information of the company, this includes shareholders, directors and financial documents too.

I have screen recorded all of my bets

Before account was banned I also screen recorded all the T&C’s.

As I previously mentioned this is now principle.

I will give mystake until the 31/12/2023 to refund the remaining £25,503. Otherwise on the 01/01/24 I will instruct my lawyers to proceed and also pay and give the go ahead to the journalist to start the making of investigating and creating a documentary Hit on mystake and there practices.

As I previously mentioned there is no length I won’t go to get justice for the illegal practices even if this effects personal life’s or shareholders and directors.

Not all bad press it good press, small fee to pay compared to huge losses

Dear Colinanthonyphillips and MyStake casino representative,

Firstly, I want to clarify that we cannot penalize the casino in any way because this complaint is related to sports betting.

When it comes to multiple accounts, we carefully consider each case individually. The first question we ask is whether the player gained any advantage by creating a new account. In this case, it seems that the answer is no, especially if the player was using only real money and did not take any bonuses.

We also inquire whether the accounts were open simultaneously, to which the answer is also no. Additionally, we consider the player's motivation for opening a new account, and in this instance, it seems there was no bad intention.

Given these considerations, we are inclined to support the player and recommend that the casino pay the player. I would like to ask the MyStake Casino representative to provide the reason for not wanting to pay the player. If the answer is solely based on the existence of a duplicate account and nothing else, then I believe the decision is not correct.

Hi Matej,

Thank you for your correspondence and thank you for your support during this process.

I do hope Mystake do the morally correct and legally appropriate thing, which is to pay me the winnings I am owed.

Unfortunately as I can’t trust they will do the right thing, I will still have to keep my lawyer and also the journalists on standby as so far in this process they have been up mostly dismissive and difficult.

As I’ve previously stated I am simply asking for my money. Only when mystake have agreed to pay out the £25,000 + and I have received this will I dismiss my lawyer and others that I have now involved.

I only have the best intentions for Mystake regardless of what I may personally feel about these practices.

I want to say again thank you for you continued support in this process.

Once I received my £25,000 + I want to personally donate £1000 via your platform to a charity of your choice, preferably one related to helping people in situations like these that may not have the financial backing or connections I do.

Kind Regards

C

Today I have had a phone meeting with both my lawyer and a zoom meeting with a bbc investigative journalist contact.

They have both recommended waiting until Thursday/Friday before the making the first step into any exposures.

My lawyer has also gained a contact at the Gambling Commission for which Mystake are apart of. As I’ve previously mentioned I have paid a private individual to retain information on the company itself and the directors and shareholders, including all financial information, addresses both business and personal for which is being put into a document file.

I have had no contact from mystake, nor have I had any payments for my winnings.

Im due to fly out to the commission this month. Followed by Cyprus thanks to the new information that’s come to hand.

🙏🏼

Τα εδάφια Εφεσίους 5:11-12 προειδοποιούν: «Μην έχετε κοινωνία με τις άκαρπες πράξεις του σκότους, αλλά μάλλον εκθέστε τις. Γιατί είναι ντροπή ακόμη και να αναφέρουμε τι κάνουν οι ανυπάκουοι στα κρυφά»

Hello Matej,

I will explain the situation in detail so you will understand our point of view better.

The player registered in September and then permanently closed an account on 11.11.2023

He registered a second account on 28.11.2023, even though it's not permitted to create more than one account.

That's our policy and it's also written in our terms. Just one personal account is allowed no matter what the intention is.

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.

The player could have asked our support team if he was permitted to become our player once again. Seeing that he permanently closed his account on MyStake, he would never be allowed to create a new account or reopen an old one.

We let the user withdraw almost all the funds he had deposited on the second account which is 3800 GBP. That's the maximum that can be given. Accrued winnings on duplicate accounts can't be withdrawn.

Best regards,

Dear Colinanthonyphillips,

Can you clarify if you created your second account with the same details as the first one? 

Can the casino representative confirm this? How it could be possible?

The exact same details were used.

Name

Address

Date of birth

Email address both my work ones

enquiries@urbanroofingltd.co.uk

urbanroofing@hotmail.com

Dear MyStake casino representative,

Can you explain how the player was able to create another account with the same details after self-excluding his first account?

Hello,

The user must provide their email address, last name, and name throughout the registration procedure. Our system does not accept the same emails. The same information may apply to other people, so we are unable to perform the same thing with the names and last names.

After the address and identity have been verified, the address and birthdate can be confirmed. 

Our conditions state that - We reserve the right to reclaim any returns, wins, or bonuses that the Player may have accumulated while the duplicate account was active.

The user has already withdrawn their deposit.

Kind regards

''Our conditions state that - We reserve the right to reclaim any returns, wins, or bonuses that the Player may have accumulated while the duplicate account was active.''

Definition of active? This would mean that i was able to place bets on both accounts, which is was not as you claimed my old account was permanently deleted.

The only reason i withdraw my deposit was because i was told to and also because how on earth can anyone trust MYSTAKE to pay out anything.

I've received a very supportive email yesterday from the commission that licence MYstake.

PAY OUT THE WINNINGS

Casino guru have also advised you to pay me, so just pay out.

I am going to make it my life's work now to get this

Just a reminder of what casiino guru stated.....

''When it comes to multiple accounts, we carefully consider each case individually. The first question we ask is whether the player gained any advantage by creating a new account. In this case, it seems that the answer is no, especially if the player was using only real money and did not take any bonuses.

We also inquire whether the accounts were open simultaneously, to which the answer is also no. Additionally, we consider the player's motivation for opening a new account, and in this instance, it seems there was no bad intention.

Given these considerations, we are inclined to support the player and recommend that the casino pay the player. I would like to ask the MyStake Casino representative to provide the reason for not wanting to pay the player. If the answer is solely based on the existence of a duplicate account and nothing else, then I believe the decision is not correct.''

Dear MyStake casino representative,

I strongly recommend upgrading your self-exclusion system. You could incorporate the date of birth during registration or display it only when the name and surname match those of someone who is already self-excluded. This adjustment is feasible.

On the other hand, an email is not a unique identifier, as an individual can have multiple emails and change them over time.

As for the case, we support the player based on all the points I have mentioned earlier. However, because the issue is related to sports betting, I am obliged to reject the case, despite my belief that the player should be paid.

Hello,

The user withdrew deposits he/she had made on a duplicate account. It means that the money has been refunded and the account is forever blocked.

Matej, no matter the reason, winnings from duplicate accounts can't be withdrawn. That's our rule.

I hope you also understand our point of view.

It’s become very clear that Mystake have no true reason to not payment and are coming out with a week defence.

Its also clear that Casino Guru whom agree that the casino should pay out, can’t make Mystake do the correct thing and pay out.

Which means with no power or persuasion from Casino Guru that the process of retrieving winnings is near impossible. Also casino Guru are really helpful with other issues with casino. With no power, it’s almost not worth bothering using this site to get honest money back off casino’s.

I am going to take Mystake first to the commission and then onto Court.

If court doesn’t work, I will have to find the owner for wherever he resides and deal with it in a less gentlemanly manner.

I’m also going to do everything I can in the time being to disrupt Mystake’s website in whatever way I can to make life difficult for them

Dear Colinanthonyphillips,

It's not that we lack authority here; the issue is your complaint is related to sports betting. It would be unfair to My Stake Casino if we handled this case differently, as we do not address sports betting complaints. The casino's stance would be justified if the account were self-excluded due to gambling addiction, in which case we would agree that the player should not benefit or loss from creating another account.

However, we believe that the current My Stake self-exclusion system is flawed and easily circumvented. In this scenario, the logic is straightforward: if the player doesn't use false personal information and the casino allows the registration, it constitutes a legitimate account, and the casino is at fault for permitting it.

Unfortunately, despite our disagreement with the casino's decision, we are compelled to reject this case.

Best of luck, Colinanthonyphillips, with the case. We hope that the authorities will consider the situation as we have described it.