The player from the UK had opened an account with mystake under a new email, after previously closing one. He had deposited over £1400, but his document submission for withdrawal was rejected on grounds of a duplicate account. The player did not contact the casino about reopening his old account. We pointed out that the creation of multiple accounts by the same individual was a breach of the casino's terms and conditions. As such, the player's account was rightfully closed by the casino and no refunds were due. The complaint was rejected due to the player's violation of the rules.
MyStake Casino - Player's withdrawal blocked due to duplicate account.
Amount: £500
MyStake Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
11 months ago
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11 months ago
I had an account with mystake over a year ago closed it down and then decided to to come back in december i couldnt access my old email address so set up a new one and signed back up ive tried to make a withdraw and the documents uploaded were rejected because of duplicate account which i dont believe to be the case because my old account was completly closed down. Why wasnt my details flagged up from the begining they let me deposit over £1400 in 2 months i honestly think this is unfair ive emailed them no response as of yet
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11 months ago
Dear scottingle9,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that creating multiple accounts by the same person is prohibited by the vast majority of online casinos and it is considered a serious breach of one of the most basic rules of online gambling. I checked the General T&Cs and I found this:
9. 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.
Did you activate any bonuses in your first or second account? Did you try contacting the casino if you can reopen your old account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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11 months ago
No bonus activated and no i didnt email about old account didnt think i had to as it was completly closed down
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11 months ago
Thank you for your reply, scottingle9. Please understand that it doesn't matter whether or not the first account was closed. What is important is that two accounts were created by the same person with the same personal information.
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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11 months ago
I apologize, but after reviewing the whole case we believe that you are not entitled to any refunds. You breached one of the main rules of online gambling and the casino closed your account in compliance with their General T&Cs. I can only suggest that you never create more than one account in each casino. And if you cannot log into your account (closed per your request or not), please discuss it with the casino support instead of registering another account.
If you disagree with our opinion, you can always contact the licensing authority, but I don't think their point of view will be different from ours.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
