MyStake Casino - Player's withdrawal blocked due to duplicate account issue.

I have used MyStake over the 2023, I won I lost : that's gambling. In December I had a bad loss, and contacted mystake to carry out self exclusion. and the bank account bloked.

They replied advising that my email had not made sense. I replied and asked them to unlock my account I would apply safer gambling after thinking about this a bit more,

I received an email back advising MYSTAKE closed/deleted the account. I guess they re-read the first email.....

I then decided to open a new account, 24 hours later, to play my favourite game. I added all my details that were in my old account, but I opted to use a new email account. all other info address, phone, age, name - bank ! was the same as the old account.

I then deposited some further ££ into the MyStake account, and played for a couple hours. no issue. I didn't win. I didn't use mystake for over 1 month as per safer gambling, and I used it last night, I won 1200. I went to withdraw, realising I had to submit my documents/ID i do so, I was then advised my ID/Docs are registered against another account.

I have contacted Mystake, and was advised by the live chat, they do accept duplicate accounts, despite the fact they deleted the old account, and I could register all my details again - using the site.

I am waiting on a reply from my email to KYC@mystake.email , but welcome help or advice........

Dear jny04,

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

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

You wrote:

"I received an email back advising MYSTAKE closed/deleted the account. I guess they re-read the first email....."

• Could you please forward the email to me? My email is tomas@casino.guru
• Please include the response you received from the casino support and any other recent correspondence from the KYC department as well.

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

We believe the casino should offer a mechanism for self-exclusion due to gambling problems. Once the player informs the casino he lost control of their gambling, or asserts having a gambling problem, the casino should reasonably act to protect them.

We checked the correspondence from the casino and discussed it, and from our point of view the casino didn't add you to their blacklist as was initially offered by them, and you didn't explicitly state you have no control over your gambling.

The casino only confirmed they closed your account. As such you weren't protected by the casino.

Please understand that opening multiple accounts is prohibited in online casinos. If the casino finds out you opened multiple accounts, you will face issues withdrawing your winnings.

If you open accounts with the knowledge you had opened an account in the past, and when opening multiple accounts is prohibited by casino rules, unfortunately, there is little we can do.

I can only recommend you contact the casino and reiterate to them you wish to be protected from gambling due to a gambling problem if you wish.

Please let me know about your decision.

There is nothing I can do.

I would however push that your organisation expresses pressure on the casino, if duplicate info is entered then it should be a red flag and blocked from entering money. Not to mention a security issue. I also asked initially to he blocked.

I accept this is the end of my gambling journey, and a good thing. Casinos like this will always win unless we stand up to them, they know what they do. And the robots that work for them

good luck and thanks for efforts

Good Luck to you too, jny04.

I hope you won't have to deal with similar problems in the future.

Very few licenses mandate casinos to verify the identity of players before they deposit and play (UK Gambling Commission is the most relevant example). Most other casinos will prefer to prioritize for players to play without additional delays, not prioritizing checks regarding account duplicity.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Due to the aforementioned reasons, this complaint will now be closed. 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 issues with any online casino in the future.