MyStake Casino - Player was able to open a second account despite self-exclusion.

Hi Kristina,

I have seen your website online and thought it might be worth contacting you to see if you can help me?

I previously had an account with my stake casino and cancelled it a few months ago stating I had a problem with gambling and would like to be self excluded. 

About 6 weeks ago I got the urge to have a gamble so I created a new account with the same casino. I used the same name and all my deposits were from the same bank account as my previous account. The only thing different was the email address. 

They continued to let me make numerous deposits totalling hundreds of pounds. It wasn’t until I tried to withdraw some money they said I’d had a previous account and blocked me. 

They must have checks in place for this not to happen? I’ve sent them emails as I feel defrauded and totally let down and I now want all the money back they have willingly taken from me since opening my new account. I also would not like this to happen to someone else with an addiction like myself.

I would be so grateful if you could give me some advice please 

Kind regards

Mark

Dear markrhodesey,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are facing.

Could you please forward me the email from your first account that you sent to MyStake Casino when you requested to be self-excluded? My email address is veronika.l@casino.guru.

Can you kindly confirm if both of your accounts passed the KYC verification? Was your second account blocked only after you submitted your documents for KYC?

Could you please specify if you filled out your personal information including your address, phone number and date of birth in your second account? If you did, could you specify when exactly?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

I will try and find something from my first account but I think I asked for the self exclusion on the chat on the website rather than an email. My email address for the first account was spelt wrong and when I tried to correct it they said it didn’t matter and I didn’t need it anyway.

My first account passed the checks and I submitted my passport and bank statement and I was able to withdraw money.

Regarding my second account I just filled in the details on the first page to open a new account so my name and email and username. I didn’t use it for any deposit bonuses or any other offers.

I do have all the emails that I have submitted regarding this enquiry and I can send them to you if you like?

kind Regards

Mark

To be able to continue with the investigation, it is vital for us to have evidence that your first account was self-excluded due to gambling addiction. If you don't have any chat transcripts, screenshots, or emails, we cannot request the casino to join the resolution of your case. Please keep in mind that before we get in touch with the casino, we have to collect as much information from the player as possible.

Do I understand correctly that your second account was blocked only after you submitted your documents for verification and the system found a match with the documents from your previous account?

Hi,

I don’t have anything from my previous account apart from my username for that account. It was Rho*****100 but my email wasn’t correct on that account so would have received anything from them.

i am positive I closed my account on the chat on the website.

Yes they only blocked me after taking loads of transactions mainly 10 and 20 pounds including several within minutes of each other and it was only when I pressed withdraw and put my passport on they notified me they were closing my account as these documents had been used on a previous account.

I can’t log into my first account now so I cant see the email address what was used.

i never had 2 accounts at the same time and never claimed any bonuses so feel let down they were happy to take my money knowing that I had a previous account and then blocked me and took my money when they had to pay anything out.

Hi,

I have just found this email I sent closing my first account. I didn’t put about my addiction but I did state I wanted to be self excluded for 5 years but then they let me open a new account with the same name and bank details less than a month later?

I'm sorry, but since you did not mention gambling addiction as the reason for closing your account, we are unable to ask the casino to refund the lost deposits from your second account. It is important to clearly state gambling addiction when requesting self-exclusion to ensure the casino takes the necessary actions to protect you and to provide us with the grounds to support your case.

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.