The player from Italy, despite having self-excluded, had created multiple accounts on MyStake Casino and managed to withdraw after winning. However, the casino delayed the withdrawal, stating a violation of their terms, and allowed only €40 out of his winnings, despite recent deposits exceeding €200. The Complaints Team had extended the response time for the player to provide necessary information but ultimately had to reject the complaint due to a lack of response.
MyStake Casino - Player's withdrawal is delayed and winnings are confiscated.
Amount: €1,389
MyStake Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Hello, I played on my stake casino account.
I must say that I was already registered and had self-excluded from all games.
But anyway, despite everything, I managed to sign up and create another account and another one, depositing without any problems.
Yesterday I finally managed to win and so I wanted to withdraw since I reached a nice amount.
I do the check and so far so good.
After when it came time to withdraw boom the money was delayed by adim.
I go to ask for information and they tell me that I violated the terms of the game and that I could only withdraw €40
This month alone I had deposited more than €200 and the past few months must have been even more considering all the other accounts created.
I hope to solve this problem and that the winnings will be given to me or at least as much as I have deposited in this time.
Username Stefan******
Email dhin**** p@gmail.com
I hope you can help me at least to recover the money I deposited or the money I won.
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Hello dhinfinityshop,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? When did you exclude your self from the casino? How many accounts do you have in total? When was the last time you spoke to the casino and what was it about?
Please note that creating multiple accounts is strictly forbidden and unless you've been really excluded, the casino can close any of your account and confiscate any balance you have.
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
Good morning, I excluded myself from online casinos in October 2023 after having actually played an entire salary in the my stake casino.
I opened 2 other accounts, one of which was never verified, while in this last one yesterday to withdraw I had to do the verification which was never requested for the deposit.
I understand that it is a violation, but in reality I was not protected because having done the self-exclusion in all online slot games I should never have deposited.
But to deposit without any problem for a win that I made and that I want to withdraw they tell me that I violated the terms?
Anyway today I sent emails to the casino officials obviously saying things that make no sense.
Automatic translation:
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2 months ago
Hello dhinfinityshop,
Would it be possible to forward the initial self-exclusion request to nikolas.b@casino.guru so we can be assured that you really did exclude yourself?
