Greeting Guru team,

I am seeking assistance regarding the sudden closure of my account at MyStake Casino. I received the following email message from their support team:

"Hello,

Hope you are doing well!

We regret to inform you that your account has been closed in accordance with our Terms and Conditions, specifically clauses 3, 9, and 10. As a result, all winnings have been nullified.

You are entitled to withdraw your last deposit, subject to a 20% deduction as stipulated in Article 12 of our Terms and Conditions.

If you have any questions or inquiries, please do not hesitate to contact us. We will be more than happy to assist you anytime.

Have a great day!

Best Regards,

Noah / Support Agent

Despite multiple attempts to obtain clarification on what specific violations I may have committed, I have received no further response from the casino.

To provide some context, I played using a match bonus, fully completed the wagering requirements, and submitted all requested documents for verification, including live face verification through a camera. My account was fully verified prior to attempting a withdrawal. After I initiated the withdrawal request, my account was abruptly closed, and I have been unable to get any further information or resolution from the casino since then.

Given the lack of transparency and communication from the casino, I kindly request your help in resolving this matter.

Thank you in advance for your assistance.

Dear iremekincinox,

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. 

• Some of the terms indicated that the casino accused you of creating more than one account. Was this the first account you registered at this casino?
• If it was, is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.,?

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,

Kristina

100% it was my one and only account at the MyStake casino. I am sure no one else registered account at casino, only me. I played only slots.

Thank you for your reply, iremekincinox. Have you received any other messages from the casino before or after the email you quoted in your first post? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

Hello,

I have forwarded my email correspondence with casino to your email. Please check.

Best regards,

Irem

Thank you very much, iremekincinox, for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear iremekincinox,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the MyStake Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear MyStake Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

Hello,

We deducted the funds from the user's account due to the crossing action with another user - IP address and bonuses which goes against our rules.

We will provide you with detailed information as soon as we can.

Kind regards,

Mystake

Dear MyStake Casino,

Thank you for your response and for the clarification. Please share any relevant evidence to my email address at [email protected].

Thank you for your cooperation.

Hello Jakub,

We have already sent the additional evidence.

Kind regards

Dear MyStake Casino,

Thank you for providing the additional evidence. After reviewing the IP addresses in question, I found that they are linked to a VPN server, which should be verifiable on your end as well. Since your Terms & Conditions do not prohibit the use of a VPN, I see no valid reason for closing the player's account or voiding his winnings.

Please note that an IP address alone is not sufficient proof of duplicate accounts, particularly when a VPN is involved. Additionally, using the same bonus as a basis for claiming multiple accounts is not a reasonable argument. There are likely thousands of players who claimed this specific bonus - are they all connected? I would assume not.

Given these points, I kindly ask that you reconsider your decision and honor the player’s winnings in full. If you believe there is further evidence that substantiates the connection between these alleged accounts, I would appreciate it if you could share it with me.

Thank you for your understanding, and I look forward to your response.

Hello,

We will provide you with the additional information.

Regards

Dear MyStake Casino,

Thank you for your message. However, I still cannot see any substantial evidence of multi-accounting. The signs raised so far are not sufficient to unequivocally prove that these accounts were created and maintained by the same individual.

The player claims to have provided verification documents and also passed live face verification. Was the verification process also conducted on the second account?

Thank you for clarifying.

Hello,

In addition to the previously provided facts, these users also utilize the same payment methods, which we believe is not a coincidence. Users engage in common activities for a purpose.  

Regards

Dear MyStake Casino,

You seem to have overlooked my previous question, so I’m asking again: Could you please clarify the verification status of both of these accounts?

Thank you for your prompt response.

Hello,

No, the second account isn't verified.

Kind regards

Dear MyStake Casino,

Since there are no clear and indisputable signs of multi-accounting, I recommend proceeding with the verification process for the second account. However, even if the second account fails verification, it would not conclusively establish a connection between the two accounts.

Additionally, could you please provide clarification regarding your previous claim about the same payment method being used by these accounts? Are you specifically referring to the same crypto-wallet, or are you simply noting the use of the same cryptocurrency?

Thank you for your attention to this matter, and I look forward to your response.

Hello,

They have the same payment methods not addresses.

As for the verification, it is impossible to request it as the user registered one year ago and now the account is already blocked.

Kind regards

Dear MyStake Casino,

I apologize for the delay in my response. I just sent you an email with additional inquiries and am awaiting your response. Could you kindly review and reply at your earliest convenience?

Thank you for your cooperation.

Hello

I just sent an email with the requested information.

Best regards

Dear MyStake Casino,

Thank you for sharing all the evidence. However, as I have mentioned several times before, the flags you are presenting as undeniable proof of multi-accounting lack sufficient clarity and only suggest suspicion rather than concrete evidence.

If you have any definitive proof that you have not yet shared, please feel free to provide it. Otherwise, I remain inclined to side with the player. Considering that the second account was not verified and no withdrawals appear to have been made, it seems no unfair advantage was gained in this case.

I look forward to your response.

Hello,

We considered the circumstances and are ready to refund the user. The player's account is re-opened and can withdraw the refund; thereafter, the account will be permanently closed.

Kind regards

Dear MyStake Casino,

Thank you for your reconsideration. I appreciate that we have been able to reach a suitable resolution for the player.

Dear iremekincinox,

Could you please confirm if you were able to request the withdrawal and successfully withdraw the funds in question?

Thank you.

Dear iremekincinox,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello.

My issue with the Mystake casino may be considered as solved. Many thanks for your help!

Dear iremekincinox,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system.

Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.

Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo