1-2months prior to winning the disputed amount I tried to verify my ID and received a message advising me that I could not do this as I had already sent them for processing with another account. I emailed support explaining my mistake and asked them to close my other account. Their response was that I should not have more than one account. I emailed again asking them to close my other account and their response was to contact online chat and ask them to close the other account. I contacted online chat and requested they close the other account. They advised me that the other account had now been closed.

At no stage did anyone from mystake tell me that both of my accounts need to be closed. 1-2months later I played again on what I thought was my only account. I won a significant amount of money, leaving the total balance in my account as 20,63.81euro. I went to withdraw my winnings and realised I needed to finish verifying my account. Again, I received the same message as 1-2months previous, telling me my documents had already been sent for another account. I contacted online chat and they advised me to email support team with my documents for verification. I emailed support team as directed and have been told that use of duplicate accounts is prohibited and that the company's decision is to allow me to withdraw my deposit amount and after that my account will be closed. How is this fair given that they previously told me my other account had been closed? Nowhere does it say that once you have created more than one account and closed the second one that you are never allowed to play again. Why would they not tell me this when I previously requested closure of the second account? Why did they allow it to remain open even though they said they had closed it?

I contacted chat online again tonight and have attached all of correspondance. This is totally unethical what they are doing. They are now saying that I can never play with mystake again ever. This is just bizarre. Please help me. Thank you kindly.

Dear Anya27,

Thank you for submitting your complaint. I’m sorry to hear about your problem. I have checked carefully the T&Cs and this is what I found (here):

"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."

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened more than one account from the same IP address and under your credentials. This has been recognized by the casino as breaching T&Cs and your account blocked.

We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise what was the reason to open a brand new account?

If there’s any relevant communication, please forward it to [email protected].

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

Best regards,

Petronela

Thank you kindly for your prompt response. My reasoning for opening another account was that I had previously asked mystake to close my other account thinking that I would not play on the site again and was assured that this had been done. I then changed my mind and went on to play again. I attempted to access the site using my original account and could not get in as I must have been entering the incorrect password. I assumed that the account was closed and that I needed to open a new one in order to play again so I created another one.

The unfair part of this is that when I realised I had made an error I contacted mystake immediately and informed them of the error and they advised me to ask chat to close the other account which I did and they assured me it had been closed. Therefore I only should have been left with one account, my new one. It was after this that I went on to win the money in the belief that I was playing having ONE account only and then when I went to verify my documents realised that they had NEVER closed the other account in the first place as they said they had done. I then remembered what my password was and went on to check if I could still access the other account which I could. I have been liaising about this back and forth with them complaining that they never closed the other account in the first place even though they said they did. I will now email you the correspondence. I greatly appreciate you taking the time to look into this for me.

Thank you, Anya27, for your reply and for the forwarded emails. Could you please advise when you created your first account and when you accessed it last time? Were your actual winnings accumulated with or without an active bonus, please?

Hi, I can only estimate that I created my first account approximately May/June time of this year and accessed it for the first and last time to play then also. I did manage to access it recently like I said but that was once I recalled my password and realised they had not indeed closed it down like they said they had. This was only to check up on it being accessible or not, I would not have gambled on it since May/June time. My actual winnings were accumulated without any bonuses whatsoever. I don't even think I took out bonuses on my other account back in May/June.

Thank you very much, Anya27, for providing all the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Anya27,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite MyStake Casino to join the conversation and participate in the resolution of this complaint.

Dear MyStake Casino,

Can you please provide further information and supporting evidence regarding the player's use of multiple accounts to my e-mail, [email protected]?

Kind regards,

Adam

Hello,

The user asked for account closure of the first account due to gambling addiction. After that the user registered two more accounts and both of the accounts were active at the same time. Unfortunately, during accounts verification, duplicate accounts were found and they were closed permanently ( Due to our Terms & conditions, 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. ) and the deposits were refunded.

Best regards,

I don't ever remember registering three accounts in total, how come I was even able to do this if I had asked for my accounts to be closed due to gambling addiction? This should not be allowed. You should be fair and pay me the money I won as you were happy to take it off me when I was gambling but clearly not happy to pay it out. The money I won would pay off my debts but I imagine that is not taken into account here.

Dear MyStake Casino,

Thank you for your response and explanation of the situation. Could I please ask you to send supporting evidence of the above to my e-mail, [email protected]?

Kind regards,

Adam

Hello Adam, 

We further looked into the activities of the player. As you already know, she made multiple accounts that is against our T&C's. 

Her verified account is ADA27, which was closed as per her request on 26.06 

Then the player contacted us via email [email protected] (ADA82) to close her second account, ADA27 (which was already closed). Our relevant team found out that she had made duplicate account, consequently they also blocked the given account and explained why that happened.

We understood about her third account when she contacted our live chat about failed account verification this October. Only one identity can be verified according to our KYC program. Therefore, any duplicate account can't be verified. 

After that, our proper team found the connection to other two accounts. 

As we explained to her, "Creating multiple Player Accounts by a single Player can lead to termination of all such accounts. 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."

We let her withdraw deposits made from Anya27 account, and winnings had been forfeited. 

Best regards, 

Hello MyStake Casino,

Thank you for explaining the situation. Could I ask you please to send supporting evidence of the multiple accounts used to my e-mail, [email protected]?

Kind regards,

Adam

Hello Adam,

The user herself confirms that she has used multiple accounts. Our support team informed her a few months ago that using multiple accounts was against our terms and conditions. That's why her second account was blocked.

The same rule applies to her third account.

Could you please let us know what kind of document we should provide? Should that be proof that her last account was a duplicate or something else?

Please give us more detailed instructions, and we will make sure to send you the relevant documentation.

Best regards,

Hello MyStake Casino,

I apologize for the confusion. To clarify, please provide evidence of the three accounts having been registered and also the request for closure due to gambling addiction.

Thank you for your cooperation and assistance.

Kind regards,

Adam

Hello Adam,

We want to inform you that we have already sent the documents via email. Kindly ask you to review it and let us know the results.

Best regards,

Hello MyStake Casino,

I have received the evidence and have replied via e-mail.

Kind regards,

Adam

Dear Anya27,

We have received and reviewed the evidence provided by the casino which shows clearly that you have requested your first account be closed due to gambling addiction. The evidence also shows that you have then opened two further accounts in order to continue to gamble. While we agree that the casino could implement tighter controls to prevent this from happening, by doing so you are in direct breach of the terms and conditions of the casino. As your deposit has been returned to you the casino has no obligation to pay winnings obtained in this way.

Consequently, we are unable to assist you any further with this case and the complaint will now be rejected.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam