MyStake Casino - Учетная запись игрока закрыта, а выигрыш конфискован.

am filing this complaint because MyStake has closed my account and confiscated my winnings of approximately 171€

The casino claims a violation of Terms & Conditions due to a duplicate account. I admit I opened a second account by mistake, forgotten about a previous one, but I acted in total good faith.

Crucially, the winnings were NOT generated from a "No Deposit Bonus" or a "Welcome Bonus" abuse. They were generated from CASHBACK, which is a refund of my own REAL MONEY deposits lost on this specific account.

I have provided all KYC documents and I have been fully transparent. Confiscating winnings derived from a player's own deposits (via cashback) for a simple human error is disproportionate. I am a recreational player and I am asking for the fair payout of my balance (€170).

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Teo23319,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please advise on the reason for creating your second account?

Could you please clarify the timeline of the events? When did you last log into your original account? Additionally, when was the second account created?

Have you passed the KYC verification on either of your accounts?

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

Best regards,

Attila

Hello Attila!

I actually created the second account without even realizing I had another one.

The chronology is

-7 days before I lose money

-7 days later I get cashback

-I win with cash back

-complete KYC verification correctly

-My account is blocked and my funds are frozen for 'violating the terms and conditions'.

The last time I logged into the original profile was probably months ago, I don't remember. The second account was created about 10 days ago at the latest. It also seems that the KYC verification was completed on both accounts, since they blocked everything after I completed the verification on the second one.

A thousand thanks!

Ciao Attila!

in realtà il secondo account l’ho creato senza nemmeno rendermi conto di averne un altro..

La cronologia é

-7 giorni prima perdo dei soldi

-7 giorni dopo mi viene dato cashback

-vinco con il cash back

-completo la verifica KYC correttamente

-mi viene bloccato l’account e congelati i fondi per ‘violazione dei termini e condizioni’.

L’ultimo accesso al profilo originale sarà probabilmente di mesi fa, non ricordo, il secondo account é stato creato appunto massimo 10 giorni fa circa, inoltre a quanto pare la verifica KYC é stata completata su entrambi gli account visto che mi hanno bloccato tutto da dopo che ho terminato la verifica sul secondo.

grazie mille!

Thank you for your response. May I kindly inquire if you have made any deposits into your first account as well? Additionally, have you participated in gameplay on that account? Lastly, have you utilized any bonuses?

Thank you for your reply.

I made deposits on both accounts, yes I played on both, I did not take advantage of any bonuses other than cash back.

I received an email from the casino saying they've decided not to pay out. Thanks!

Ho effettuato depositi su entrambi i conti, sì ho giocato su entrambi, non ho usufruito di alcun bonus se non il cash back.

ho ricevuto una mail dal casinò che dice che ha deciso che non pagherà. Grazie!

Dear Teo23319,

Thank you for your response. Unfortunately, after gathering and reviewing all the necessary information, we are rejecting this complaint as Unjustified due to breaching the casino's terms and conditions - multiple accounts.

Please note that opening multiple accounts is prohibited in most online casinos. Consequences for breaching the rules about multiple accounts range from account closures to balance confiscation. I checked the General T&Cs, and I found this:

 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.

We recommend that you strictly open only one account in any online casino you play at to avoid similar issues.

Since the rules of the casino were breached in a manner where we cannot assist you anymore, the complaint will now be closed. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila