MyStake Casino - Player seeks reimbursement for deposits on second account.

Hi there, I am writing about mystake casino - wanting to reclaim all money that I deposited into a second account I opened after closing my first account around 6-12 months ago for major gambling problems, and stating to shut my account forever. After a while and after I had changed my original email I unsurprisingly started gambling again and used my new email address to sign up to mystake again (my old one I closed to stop receiving gambling emails).

before depositing I verified myself at the casino even though I had already previously stated for them to never let me play again, and started making deposits that amounted to around 1500 gbp. I was informed that via live chat on the site - as soon as I verified myself, the account was closed due to duplicate accounts, however this isn’t true. I closed my second account personally via the live chat setting on the app. After verifying myself on the second account I was continuously able to deposit and place bets until all money was lost. I didn’t use any bonuses, and stupidly knew that any winnings were to be taken away upon withdrawal due to me closing my first account.

I feel this is very unfair and that my deposits into the second account which should never have been verified or allowed to deposit into should be returned. I notice that the terms and conditions state any winnings, withdrawals can be kept by the casino, but it is not clear about the deposits that have been made. Are you able to help me claim my money back on unfair grounds? I have evidence to support that live chat said my account was closed upon verification - but deposits were made after this.

Hello samdavey1010,

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 forward the initial self-exclusion request which you submitted for your first account (or any kind of confirmation of the exclusion)? Was your first account ever verified? How long after the successful verification did the casino block your second account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick, I don’t have any of the chat logs from when I closed my first account unfortunately as it was done via live chat on the site.

I have attached proof that my first account is blocked. Yes my first account was verified and the casino only blocked and closed my account once I brought it to their attention yesterday that it was the second account I had opened. After verification I was able to make deposits for a few weeks, until I told them the situation. Which is weird, because on live chat they said - when I verified second account both accounts were closed (see attached convocation), which clearly wasn’t true otherwise I wouldn’t have been able to make deposits.

last time I spoke with them was on live chat this morning about trying to get deposits back for all the above. Yesterday they told me to email support@mystake.email with transactions, which I have done but am yet to hear back. Then today they person was saying I won’t get them back, even though in the terms and conditions it’s not very clear about this situation given it’s deposits and that I was able to verify and then make deposits.

I have also attached some of the conversation from yesterday, in which the live support is confirming the closure of my second account. Which is a long time after I was verified and a long time after I was allowed to make a number of deposits. Thank you





Hello you there ?

Hello samdavey1010,

Based on the screenshots you provided the casino simply blocked you due multiple accounts and nowhere is the exclusion mentioned. Is there actually any way to prove that your first account was self-excluded?

Dear samdavey1010,

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.