MyStake Casino - Player's winnings confiscated due to having duplicate account.

I created an account on Mystake after closing my account with them last year. I deposited a total of £800 and have £1074 in my wallet when I saw the message about not being verified because of a duplicate account. I then saw £974 was processed as a system withdrawal. Because it was a second account after almost a year of the other one being closed I have now been told all I can have is £100 and nothing else. I wasn’t aware it was a rule to not have another account and feel like I have been unfairly punished because of this. There should be a declaration on the registration page to make this clear.

I’m not looking for more back than what I put in.

Dear Marz1298,

Thank you very much for submitting your complaint.

I'm sorry to hear about the difficulties you've encountered regarding the verification process and withdrawal at MyStake. To better understand your situation and assist you effectively, could you please provide additional information on the following points?

• Can you provide more details regarding why you decided to create a new account with the casino, considering your previous account with them?
• Did you take advantage of any promotional offers using your second account?
• Were the credentials used to register your second account the same as those used for your initial account?

Your cooperation in providing these details will help us investigate the situation thoroughly and work towards a resolution. Additionally, if you have any relevant communication or documentation related to your interactions with MyStake, please feel free to forward it to petronela.k@casino.guru for further review.

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,

Petronela

Hi Petronela,

I previously expressed I was having an issue with gambling so my original account was closed/self excluded around June last year.

I reopened an account with the same name, address, but the email was an alternative one I use.

I hadn’t used any bonuses on either account.

I have taken a look at the T&Cs now, the T&Cs do not reference closed accounts and if an account is closed another must not be reopened. This is quite vague and can be open to interpretation.

thank you

To make the situation a bit more sore only £90 has been returned to my account rather that the £100 they allowed me to withdraw

Hi Marz1298,

• Do you possess any relevant communication that would prove you requested the closure of your first account due to a gambling problem? If yes, please forward it to me at your earliest convenience.

Thank you.

Hi, I have the email requesting an account closure. I can send it to you.

Thank you

Hi Marz1298,

Thank you for forwarding the email. Regrettably, I couldn't locate any mention of your request to the casino regarding the closure of your initial account due to a gambling problem. Without this evidence, we're unable to proceed with your case and advocate for the return of your deposits.

If you happen to find any additional emails you sent to the casino requesting the closure of your initial account due to gambling issues, please forward them to petronela.k@casino.guru as soon as possible. Otherwise, I may need to reject your complaint.

Thank you for your understanding.

Hi. I’ve resent the email asking to be self excluded

Screenshot from the player:

Hi Marz1298,

I regret to inform you that if you requested the closure of your account without specifying any reason such as a gambling problem, we have limited options for assisting you. Based on the forwarded screenshot, it appears you requested to close your account or self-exclude, and subsequently, you knowingly opened another account, which directly violates the casino's terms and conditions.

If the casino has refunded your latest deposit, I'm afraid that resolves this matter.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Marz1298,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.