MyStake Casino - Withdrawal problem at My Stake Casino.

Hi I have a mirror image case with My Stake Casino as anther user on here from the UK.

i have attached a few images as the same case as Mr Phillips for the same amount.

Hello f3erg1985,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please describe your exact issue with your details as every player is different and we look after every case individually.

Looking forward to your answer.

Regards,

Nick

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 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hi Nick,

hope your well.

so I Closed my account a while ago with mystake casino over live chat support. I opened a new account as could no longer access my old account. I made multiple deposits 11 In fact over a few days from the 30/12/23 to the 01/01/24 totalling £3,400 played slots and BlackJack. In total I won a very large sum of money £28,400. They then emailed me saying that "they are permanently closing my account and that they didn’t have to give me a reason,

over the a period of three days I had placed over 2,500 bets this consisted of slot spins and multiple BlackJack hands. Not once did the question these transactions until I tried to withdraw my rightful winnings.

I had used no bonus from the casino only my own deposit, I had closed my old account as I need to take some time away from online play.

I only opened a new account as I had completely forgot I had previously signed up with MyStake so just signed up with a new account that was my only active account,

I had sent all information requested for verification that was accepted with no issue or mention of other account, the issue only surfaced once I tried to withdraw the funds,

I feel they would have been happy to not mention anything about the other account if I had lost my £3,400 and would have allowed me to keep betting with my winnings but because I want to take what was rightfully a fair win and rate of play they try to not anyway possible.

as mention another play / report has the same issue with the same time frame.

for me and my family this is a life changing amount of money and the situation has cause a lot of stress for me over the last few days.

I have sent multiple emails with very limited responses and now they are completely ignoring me.

all the best Jason

I also have email confirmation from My Stake support clarifying my original account was closed on 13th September 2023.

for the representative when they join the conversation.

9: USE OF PLAYER ACCOUNT

Only one Account is allowed per person, household or IP address.

Creating multiple Player Accounts by a single Player can lead to termination of all such Accounts. The Player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

Any returns, winnings or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account.

The Website can only be used for personal purposes and shall not be used for any type of commercial profit.

Closer to the account on 13/09/2023 would leave me with one active account as stated on T&C’S "Only one account is allowed per person, household or IP address"

As the original account was closed permanently, please see the definition of permanently below,

(in a way that lasts or remains unchanged indefinitely; for all time)

Permanently means that the account was deleted indefinitely and no longer exists.  

Nowhere in your T&Cs states that a player can not register for a new account once a previous account is permanently (indefinitely) closed. 

As the original account was permanently (indefinitely) closed the player f3erg1985 doesn’t hold multiple accounts as the original account was permanently (indefinitely) closed. 

Also, you don’t state that when the account is closed, (permanently indefinitely closed) the player wouldn’t be able to sign up for a new user account and again nowhere is this stated in your T&C or stated when the account was closed over live chat.    

Please also note the accounts were not duplicates as stated on your T&C, as the accounts were created with different email addresses and phone numbers, making these two separate playing accounts that were not active at the same time. As I stated again the original account was permanently (indefinitely) closed on 13/09/2023.

Hello f3erg1985,

Unfortunately multiple account does not mean 2 accounts active at the same time. In case you had an account earlier, the correct procedure would be to reopen the old one not creating a new one as it is always against the casino terms.

Also the casino allows to deposit as they did not know about the 2 accounts until the verification has been processed.

Can you please advise how much was your exact balance when they blocked your 2nd account?

In such cases, the casino might refund the deposited funds.

So the my original was never verified.

you can’t just start saying to procedure is to reopen the old account as that is stated not stated anywhere on your T&C’s or when you close your account that is not mention.

also from another player that has a case open for the same reason you have stated you can’t reopen a closed account. You are just making the rules up as you go along.

Only one Account is allowed per person, household or IP address.

Creating multiple Player Accounts by a single Player can lead to termination of all such Accounts

section 1: only one account per player, I only had one account as the other account was permanently closed.

section 2: creating multiple account per player, I can understand if I had two active accounts but I didn’t creat multiple accounts as the original account was permanently closed. The original account t was already terminated. And not verified.

you have again to use a statement that a player must reopen his/her original account need to be stated in your T&C’s to be liable

as a statement.

My Stake is trying to use a rule that isn’t stated to reject payment.

Hello f3erg1985,

Your case has nothing to do with the other one handled by my colleague Matej. That player self-excluded himself therefor the casino had to prevent any new registration. In your case, you just closed your account and opened a new one which is against the casino terms.

Can you please advise if you did claim any bonuses with your old and new account?

Hi Nick.

the other player states in his opening conversation with Matej

quoted by player

"Closed my account a while ago with mystake casino. Last week I opened a new account as could no longer access my old account"

as I had closed my account 5months prior I had completely for I had any account with MyStake.

it wouldn’t have mattered if I had tried to log in or reopen the old account because you can’t.

again as stated, once you’ve closed the account it can no longer be reopened as stated by the MyStake representative on the other case.

that is the wording used by representative

Quoted by mystake representative

"he would never be allowed to create a new account or reopen an old one." but that’s not stated in the T&Cs and you can’t just make a term up when it suits the casino.

please understand, to implement a rule that must be stated on T&Cs. The T&Cs are very limited in explanation, I’ve also had a lawyer look over the T&Cs and has stated they are inconsistent.

i have also requested the correspondence address from mystake to start court proceedings if they fail to settle through this mediation and are unwilling to share this information.

i didn’t use any bonus on the accounts.

again I understand if i was using the accounts side by side to agin any advantage but I wasn’t and no advantage was gained.

the winnings were won over slots and online blackjack so I can’t agin any advantage as it’s controlled by the casino.

sorry to be so short in my last replies but I’m just frustrated and upset as mentioned it’s a life changing sum of money for me and my family.

all the best

Jason

Hello f3erg1985,

I would like to repeat again that they are 2 completely different cases as you did not self-exclude yourself while the other complaint is about exclusion.

Can you please advise if you did claim any bonuses with your old and new account, did you register with the exact same details to both accounts (e-mail, name, address)?

Hi, Nick

so I have been in contact with the other player and both cases are exactly identical. Again as mentioned he’s closed his same as me.

I didn’t take any bonus with both accounts, I had opened the new account with different email and phone number, as I had changed the phone number and email due to security issues.

so don’t have access to them anymore.

I understand that two complaints need to be treated separately, but the issue is My Stake

T&Cs are so inconsistent on both cases and are using different terms on two identical cases.

if the player is using the same name, address, DOB this should be flagged on registration, like all other online casinos.

thanks

Jason

Hello f3erg1985,

To point out again, there is zero similarity between the 2 cases as you were never self-excluded yourself. In your case, you had to contact the casino in order to reopen your old account and not to create a new one as it is the standard procedure in every single online casino. By creating a second account you breached the casino terms and they had the right to terminate your account.

Unfortunately, we can't proceed in resolving the issue for the above stated reason and we will be forced to close the complaint.

Please be sure to always contact a casino prior to creating a new account as if you had an account with them in the past they should either reopen it or do not allow you to create a new account. Without the confirmation of the casino regarding creating a second account, the player is never allowed to do it.

Best regards,

Nick