The player from Italy had requested his casino account to be closed for personal reasons and later expressed a desire to reopen it. However, the casino's support had stated that reopening the account or creating a new one was not possible. The player had confirmed that there were no funds left in the account. We had informed him that we couldn't compel casinos to reopen accounts and had advised against creating other accounts unless specifically permitted by the casino.
MyStake Casino - Player unable to reopen closed casino account.
Amount: ??
MyStake Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
4 months ago
Public
Public
4 months ago
Translation
Good evening, I requested to close a gaming account on my stake due to personal reasons. When I contacted support to reopen it, I was told that it's no longer possible, and I'm also unable to create other accounts. Can this problem be resolved? It seems absurd to me that the same account cannot be reopened if there weren't any major issues.
Automatic translation:
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4 months ago
Dear iadarestalucio96,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.
Unfortunately, we cannot compel casinos to reopen your account.
We believe casinos have the right to close your account at any time for any reason as long as they don't withhold your funds unfairly. This means the casino also can refuse you as a customer or keep your account closed.
We strongly advise against trying to create other accounts in any online casino unless specifically allowed by the casino.
Please let me know if there is anything else I haven't considered in this situation, or if there is anything else I might help you with, otherwise, your complaint will be rejected.
Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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4 months ago
Translation
NO there was no credit on the account.So my experience on my stake ends here!!!
Automatic translation:
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4 months ago
I wish I could be of more help. I’m sorry we couldn’t help you resolve this case, but please do not hesitate to contact us if you run into issues with any online casino in the future. For the abovementioned reasons, I will now close this complaint. Thank you for your understanding.
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