MyStake Casino - Player's winnings were confiscated due to the opening of multiple accounts.

I closed an account with Mystake back in July 2023 and opened a new account in October 2023.

Mystake allowed me to make 9 deposits onto this new account, it was verified and no bonuses were redeemed as a new player. I tried to withdraw £2000 from

my balance and Mystake then confiscated my winnings saying that I had duplicate accounts and would only offer my most recent deposit back. I had verified my second account and a live support agent confirmed it was verified (it’s still showing as verified on their website). The first account was also verified on Mystake but was closed down. As far as I’m concerned there was only one active account at any one time, they didn’t stop me depositing and only told me this when trying to withdraw. I feel I should be entitled to my winnings but Mystake are refusing to respond to my emails now and keep closing down live chats.

Dear Lil2312,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain what was the reason why your original account was closed?
• Could you please explain whether you attempted to reopen your original account instead of opening a new one?
• Have you accumulated your winnings with the help of bonuses?
• If there is any relevant communication between you and the casino regarding the issue, kindly send me the information to my email at tomas@casino.guru

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,

Tomas

Hi Tomas, please see answers to your questions below:

Could you please explain what was the reason why your original account was closed?

I closed the account as I felt I was using it too much, I didn’t specify a reason to Mystake I just asked them to close the account permanently.

Could you please explain whether you attempted to reopen your original account instead of opening a new one?

I attempted to login to my old account and emailed Mystake but received no response so opened a new account.

Have you accumulated your winnings with the help of bonuses?

No, I didn’t redeem any bonuses just used my own money deposited.

I’ve asked for chat transcripts to be sent over to me and have been told to request them using the chat function which I’ve done and still not received. I queried this and they told me to be patient and they would be emailed to me!

Thank you

Have you received any communication from the casino yet for us to review?

Kindly send me the communication where you request the casino to reopen your account, please. Forward the email you sent to the casino to my email at tomas@casino.guru

I'll await your response.

Hi Tomas,

I have forwarded the email. Thank you

Could you please specify the date when you opened a new account in the casino? Forward me the confirmation you received when your account was created.

Hi Tomas

I have forwarded the email

Thank you for the message.

I am sorry but if you didn't receive any response from the casino and intentionally opened a second account without approval, it would be very difficult for us to argue your case. Please let me know if there is any information I overlooked or haven't considered, otherwise, we'll reject your complaint.

Dear Lil2312,

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.