MyStake Casino - Player’s winnings have been confiscated after account closure.

After verification and withdrawal of winnings I was told my account is closed.

Out if my £1600 winnings I asked if they have withdrawn all my money which said they said they have done. I only then recieved £50.00 of the winning and remaining was confiscated. I never played with any bonus and played only with money I deposited.

This is fraud on all levels. Being told my withdrawals have been processed and then ro be told only £50 was withdrawn.

So not only did I losses my deposits but also the winnings.

I'm so upset.

Dear Nat5279, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

From the screenshots you provided, it appears that the casino closed your account due to the discovery of duplicate accounts.

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 have passed the KYC verification?

Have you used any VPN or IP-masking software to access the casino website?

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, 

Veronika

Hi Veronica,

Thank you for your response. No one that I know off has a mystakes account here. Like I explained. I had one account open, and I requested for it to be closed. I then reopened another account deposited money, had winnings as I went to withdraw these winning I was told I need to get verified before doing I could withdraw my winnings.

I got verified and then took my money out. I then tried ro look later that day to see if the money had been processed, but couldn't log back in. No emails or anything telling me that I need to contact them or explain what happened. I then had to email them my selves. There response was they closed my account due to a duplicate but all winning have been withdrawal and should be with me withing 24hrs. I then contacted them back and they told me only £50 could be with drawn and the rest they keep. Like I said how can they determine what they keep and what they give. I played my my money and they where my winnings. No money refunded just a £50. Surly they can't do this. Like I said no bouns was used or any free spins ect.

Could you please explain why you requested the closure of your first account? Has your first account been verified?

Before you decided to create a second account, did you get in touch with customer support?

Dear Nat5279,

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.