MyStake Casino - Player's accounts get closed, refund and payout demanded.

Huge COMPLAINT - 

You have until tomorrow 12pm GMT to act on this or I will instruct our family Lawyers who will be sending a winding up order! 

I have spoken to Barry in he is a Manager in the support department! 

You’re the team that do the verification!! - If that’s not the case and Barry was lying and you’re not the compliance Manager ?! That’s a big issue! 

Don’t fob we off place to place!

MIKE IN VIP - VERY rude - said Hitch1914 was originally closed due to a duplicate account then it’s not gambling reason! 

I needed help and you did not help at all. 

I now may not be able to pay my bills and this is due to my slight addiction to gambling. You have not helped me to gamble responsibly at all. I feel that my stake casino has neglected their duty of care to me.

Also under your self exclusion part you state : You

shall contact our customer support

I don’t see the problem with my account my old account that was closed due to me not needing an account want Hitch1405! 

Now 2/3 years later .. my other account I couldn’t login to as it’s closed as I requested! 

You LET ME deposit over £500 into my account with saying NOTHING! 

Then you don’t verify my account as it’s a second account but it’s not YOU CLOSED THE FIRST ONE! 

YOU won’t even give me back my £500 deposit after failing to see that! 

Also I have £544.76 + £10 Accumulator on! 

I have NOT tried to pull the wool over your eyes I have not tried to miss lead you in anyway! Or committed anything ILLEGAL! 

But you’re holding my money I have deposited - / and the money I have in the account!

You either do one or the other 

1. Open my account Hitch1914

2. Pay me £544.76

3. Refund me £500+ I have deposited! 

4. ITS ILLEGAL OF YOU NOT TO PAY ME OUT ON EITHER 

If neither happens I will take legal action against your organisation and it will start with a winding up order unless it’s paid you will 

I am not being unreasonable - if you have let me put £500 deposit in and not done any checking to a "vulnerable customer as you say" hence why you have closed it for that reason …. If your TERMS you 

British Pound account

Beneficiary

Samuel Hitchenor

Revolut Bank 

IBAN

GB94 REVO*******

BIC******

Thanks 

Sam

Hello MyAccount,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise why was your first account closed? Why did you even create a second account? Did you verify your second account before depositing there?

Please keep in mind that the casino requests for verification only when you submit a withdrawal request and is not responsible to do it prior to it. If you knowingly created a duplicate account the casino has every right to confiscate your full balance and ban your account as you breached their terms and conditions.

Looking forward to your answer.

Regards,

Nick

Hi Nick

First account closed 2 years ago due to me not wanting to use this site anymore!

Created a second account as the previous one was closed and didn’t think anything of it!

i didn’t verify the account no - however they didn’t chase for verification for over a month - which is bad practice and not great!

They keep saying different things

1. It’s permanently closed
2. Closed for responsible gambling - that’s just not the case
3. Under review- this could take 2-3 weeks!

Nick they have every right but I have £544.78 in the balance and also £500 in there

In their terms and conditions it states they have to also look after venerable players - they don’t do that

Have you seen the state of complains on MyStake Trustpilot reviews .. it’s disgusting what they are doing and something needs to be done about this company!!

First things first give me my MONEY BACK!

They have previous admitted they have refunded people that has gambling issues with a second account, they have been reported to their gambling commission!

If an account was closed as I no longer wanted this account as I had Betfair Paddy power William hill .. etc

They owe me that money it’s simple as .. either return £550 in deposits or £544.78 that’s the balance!

Most other casinos have things in place if you open a second account - mine was that long ago and old email!

Good morning Nick

Something very strange has happened

I was sent an email this morning via Nina at Mystake

Hello

We hope this email finds you well!

We are contacting you to kindly ask you to keep in mind our limits of withdrawal, as you are over them at the moment. The maximum withdrawal amount processed to a player is 7,500 € per week and 15,000 € per month or equivalent unless otherwise specified in the Terms and Conditions of a specific promotion. Please, operate according to this information. Please note that you will be able to withdraw 50 GBP now. 

If you have any further questions or inquiries, please, feel free to contact us anytime via email or Live Chat. We are more than happy to assist you. 

Have a nice day!

Best regards,

Nina / Support Agent

AT NO POINT have I withdrawn that much money

I TRIED TO login and I could but only £50 was in there

Nina has withdrawn £494.76 to their account and NOT my bank account!

I find this HIGHLY disturbing and ILLEGAL

I will not stop until I get my money!

After 10 excuses now they open my account it’s all a massive SCAM !

I will get £544.76 into my bank account or they face my family’s LEGAL TEAM

Also reported to gambling comission

thanks

Hello MyAccount,

Unfortunately it is not an excuse that the previous account was not used for a longer time. Every casino clearly states within their terms and condition that you can't create multiple accounts and as you registered there, you agreed to those terms. In such cases the casino may refund your last deposit but otherwise they are not obligate to pay out anything else. There are some cases where the casino may reconsider their decision but it is completely up to them and we can't force them to do so.

Dear MyAccount,

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.

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.