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Hi, I contacted you because I have a very serious problem with mystake account.

I signed up with username ca****71, deposited and lost money. I then activated a free bonus and started winning until I got €114.97 in my account. I have complied with all bonus play-through requirements.

I have done all the account verification process and KYC. I try to withdraw €100 in crypto and the transfer has been refused. Not only that, all the money was taken from my account, leaving me with €0.97. I contacted support who told me that they blocked my account for duplicate account and the money will not be returned to me.

please help me since I need a lot of money and it belongs to me.

Greetings

Salve, vi contattato in quanto ho un gravissimo problema con l’account di mystake.

mi sono registrato con l’username ca****71, ho depositato e perso dei soldi. Successivamente ho attivato un bonus gratuito e ho iniziato a vincere fino ad arrivare a 114.97€ sul conto. Ho rispettato tutti i requisiti di rigioco del bonus. 

Ho fatto tutto la procedura di verifica dell’account e KYC. Provo a prelevare 100€ in crypto e il bonifico mi è stato rifiutato. Non solo, mi sono stati tolti tutti i soldi dall’account, lasciandomi con 0.97€. Ho contattato l’assistenza che mi ha detto che mi hanno bloccato l’account per account duplicato e che i soldi non mi verranno restituiti.

vi prego di aiutarmi dato che questi soldi mi servono parecchio e tra l’altro mi appartengono.

saluti

Dear Campa171,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbours has opened an account from the same IP address or device as yours or using your email address? Was your account successfully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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 

Hello,

thank you for taking charge of my request.

meanwhile the casino started replying to me and we finalized the KYC for both accounts successfully (the two accounts were reactivated and we were notified that we can withdraw without problems in the future).

FYI, the accounts belong one to me and one to my brother.

the main problem is that the casino is not willing to re-credit the amount won in our account, thus stealing the legitimate winnings of one of the two accounts.

what sounds strange to me is that they allowed you to deposit from both accounts, without imposing limits. Upon withdrawal, they deactivated the accounts and robbed us of the winnings. This thing is absolutely not right. If they view this as a breach of terms, they shouldn't even have let us file. So, in this case, the fairest thing to do would be for the casino to return the deposited amount (since we shouldn't have been able to deposit).

Ciao,

grazie per aver preso in carico la mia richiesta.

nel frattempo il casino ha iniziato a rispondermi e abbiamo finalizzato il KYC per entrambi gli account correttamente (i due account sono stati riattivati e ci è stato comunicato che in futuro possiamo prelevare senza problemi).

per vostra informazione, gli account appartengono uno a me e uno a mio fratello.

il problema principale è che il casino non è intenzionato a riaccreditare la somma vinta nel nostro account, rubandoci quindi la vincita legittima di uno dei due account.

quello che mi suona stranissimo è che hanno permesso di depositare da entrambi gli account, senza imporre limiti. Al momento del prelievo, hanno disattivato gli account e ci hanno derubato della vincita. Questa cosa non è assolutamente giusta. Se considerano questa casistica come una violazione dei termini, non avrebbero dovuto neanche farci depositare. Quindi, in questo caso, la cosa più giusta da fare sarebbe che il casino restituisse la Somme depositate (dato che non saremmo dovuti essere in grado di depositare).

Thank you, Campa171, for the update. Could you please advise on the following?

• do you and your brother share the household address, IP address, device, or payment method?
• which account was created as the first one?
• have you accumulated your winnings from a free bonus entirely?

Looking forward to hearing from you.

Thanks for the reply, the answers are below:

• we shared the home address for a few days and consequently it could have happened that the IP address was the same (but only temporarily);
• my brother's was created first (mania1706);
• I deposited some money, lost all. I then took advantage of a bonus from which I generated the winnings.

I also want to point out that in the meantime my brother is in contact with Mystake assistance. The assistance continues to declare that the money will not be paid as it is the same person who has created multiple accounts. This is completely false. By the way, Mystake contacted us both to complete the verification and KYC process and both processes were successfully verified.

So MyStake is contradicting itself: on the one hand it says that the two accounts belong to the same person. On the other hand, the two accounts have been verified as belonging to two different people…

Finally, I would like to point out that, if we consider both accounts, a total of over 300 Eur has been deposited and lost. How come all these checks have not been done previously?

Furthermore, as written in the T&Cs, when there are accounts considered as duplicates (belonging to the same person), it is written that the Casino should return all the money played, but keeping a 20% commission.

If the casino prefers, we can proceed with this solution (which would cause the casino to lose much more money than requested).

Greetings

Grazie per la risposta, di seguito le risposte:

• abbiamo condiviso l'indirizzo di casa per qualche giorno e di conseguenza potrebbe essere accaduto che l'inirizzo IP sia stato lo stesso ( ma solo temporaneamente);
• quello di mio fratello e' stato creato per primo (mania1706);
• ho depositato dei soldi, persi tutti. Ho poi sfruttato un bonus da cui ho generato le vincite.

Ci tengo anche a sottolineare che nel frattempo mio fratello e' in contatto con l'assistenza di Mystake. L'assistenza continua a dichiarare che i soldi non verranno pagati in quanto si tratta di una stessa persona che ha creato piu account. Questo e' completamente falso. Tra l'altro, Mystake ci ha contattati entrambi per completare il processo di verifica e KYC e entrambe le procedure sono state verificate con successo.

Quindi MyStake si sta contraddicendo da solo: da un lato dice che i due account appartengono alla stessa persona. Dall'altro, i due account sono stati verificati come appartenenti a due persone diverse...

Infine, ci tengo a precisare che, se consideriamo entrambi gli account, e' stato depositato e perso un totale di oltre 300 Eur. Come mai tutte queste verifiche non sono state fatte in precedenza?

Inoltre, come scritto nei T&Cs, quando ci sono degli acount considerati come duplici (appartenenti alla stessa persona), viene scritto che il Casino dovrebbe restituire tutti i soldi giocati tenendo pero una commissione del 20%.

Se il casino preferisce, possiamo procedere con questa soluzione (che farebbe perdere al Casino molti piu soldi di quanto richiesto).

saluti

Thank you, Campa171, for the clarification. Could you please forward the confirmation of the successful verification to petronela.k@casino.guru?

Good morning Petronella,

I just forwarded the communication with MyStake to your email.

My email address is: giov**********na14@gmail.com.

I remain available

Buongiorno Petronela,

ho appena inoltrato la comunicazione con MyStake alla sua email.

Il mio indirizzo email e' il seguente: giov*********na14@gmail.com.

Resto a disposizione

Thank you, Campa171, for your forwarded email. I understood from it that your payment method has been verified successfully.

Could you please advise if the bonus that you activated and accumulated winnings with, was a deposit bonus or a free one?

It was a free bonus that I activated after depositing.

thank you

Si trattava di un bonus gratuito che ho attivato in seguito al deposito.

grazie

I do apologize, but I just want to double-check. Did you place a minimum deposit just to verify your payment method and to have your free bonus winnings withdrawn?

No, I deposited with an amount of money I could afford to lose. I played the amount I deposited and lost it. Days later I received a free bonus (unrelated to deposit) and won the amount I indicated at the beginning of the case.

I have complied with all the bonus requirements and have decided to withdraw them. Unfortunately they didn't let me

No, ho effettuato un deposito con una somma di denaro che mi potevo permettere di perdere. Ho giocato la somma che ho depositato e l’ho persa. A distanza di giorni ho ricevuto un bonus gratuito (non collegato al deposito) e ho vinto la somma che ho indicato all’inizio del caso.

ho rispettato tutti i requisiti del bonus e ho deciso di ritirarli. Purtroppo non me lo hanno permesso

Thank you very much, Campa171, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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 Campa171,

I'm Michal and I have taken over your complaint. I have reviewed your case and want to point out that when there is an IP match the casinos can identify this as possible multiple accounts. I will contact the casino to see if I can help. 

We would like to invite MyStake Casino to join the conversation.

Dear MyStake Casino,

Can you please provide any information about this case? As the player stated, they and their brother's casino accounts were successfully verified previously, so what is the reason for changing your approach?

Hello,

As we have checked, the user hasn't completed the bonus rules – he hasn't deposited 20 EUR before the bonus activation.

Also, multiple accounts with the same ip, device, or address, were trying to activate the bonus. But we want to state that it wasn't the reason of money deduction.

The money was deducted because min 20 EUR deposit wasn't made before bonus activation.

Best regards,

Dear Campa171,

Can you please respond to the above?

Dear Michael,

there is little to add. This €20 thing never came up in any communication we had with the casino, especially with the support@mystake.com email address.

Indeed, in all of our email communications, the reason for deducting the money was the creation of the two accounts. In fact, in the emails I have always been redirected to the T&Cs, section 10 (anti-fraud policy).

So, first of all, it doesn't seem to me absolutely professional behavior to constantly change the cause of the deduction. It is just a lack of coherence that only shows the intention of the casino to hold the money at all costs (contradicting itself).

Secondly, the bonus was marked as "completed" and colored green. Bonuses turn green and marked as completed when all requirements are met. So this is another problem caused by the casino itself: bonuses should not be reported as successfully completed if this is not true.

finally, as already mentioned several times during our email exchanges, the T&Cs do not mention this €20 minimum deposit thing anywhere. It only mentions that the casino may reserve the right to close player accounts when certain conditions are met. In this case (I paste from the site) 'In all cases provided in this clause, the Company may at its sole discretion terminate the Account due to suspicion of fraud and refund back the last deposited amounts minus 20% of that amount charged as a transaction fee .'

So why isn't everything repaid to us as written above, subtracting the 20%?

As mentioned on other occasions, your total balance is positive if you consider the deposits made by my brother and me with the two accounts: a total of €310 was deposited. So you would still be positive if you paid us back the €114 you unjustly stole from us.

Greetings

Caro Michal,

c’è poco da aggiungere. Questa cosa dei 20€ non è mai venuta fuori in alcuna comunicazione che abbiamo avuto con il casino, in particolar modo con l’indirizzo email support@mystake.com.

Infatti, in tutte le nostre comunicazioni email, il motivo della deduzione del denaro è stata la creazione dei due account. Nelle email infatti sono sempre stato reindirizzato ai T&Cs, sezione 10 (anti-fraud policy).

Quindi, per prima cosa, non mi sembra un comportamento assolutamente professionale questo del cambiare in continuazione la causa della deduzione. È proprio una mancanza di coerenza che mostra solamente l’intenzione del casino di detenere la somma di denaro a tutti i costi (contraddicendosi da solo).

In secondo luogo, il bonus era contrassegnato come "completato" e colorato di verde. I bonus diventano verdi e segnalati come completati quando tutti i requisiti sono rispettati. Quindi questo è un altro problema causato dal casino stesso: i bonus non dovrebbero essere segnalati come completati positivamente se questa cosa non è vera.

infine, come già detto più volte durante li nostri scambi di email, i T&Cs non menzionano da nessuna parte questa cosa dei 20€ minimi di deposito. Viene detto solamente che il casino si può riservare il diritto di chiudere gli account dei giocatori quando si verificano alcune condizioni. In questo caso (incollo dal sito) 'In all cases provided in this clause, the Company may at its sole discretion terminate the Account due to suspicion of fraud and refund back the last deposited amounts minus 20% of that amount charged as a transaction fee.' 

Perché quindi non ci viene ripagato il tutto come scritto sopra, togliendo il 20%?

Come detto altre volte, il vostro totale bilancio è positivo se considerate i depositi fatti da me e mio fratello coi due account: sono stati depositati in tutto 310€. Quindi sareste ancora in positivo se ci ripagaste indietro i 114€ che ci avete ingiustamente sottratto.

Saluti

Dear Campa171,

Can you please forward the email communication between you and the casino's support to me at michal.k@casino.guru as well as the disputed no-deposit bonus and its info/terms you have claimed?

For the "multi-accounting" breach of terms, again as I mentioned previously when there is an IP match the casinos can identify this as possible multiple accounts. I believe this has been resolved as you have been verified successfully as well as the other (your brother's) casino account. The casino stated in its last response that the reason for the money deduction was the missing deposit of 20 EUR before the bonus activation.

Dear MyStake Casino,

Can you please point out where is "the requirement of deposit before bonus activation" mentioned in your T&Cs?

hi Michal, I just forwarded two email threads: one with support regarding the terms and conditions violation. The other concerning the KYC. They should have come to you with my brother's email: campanaluca93@gmail.com

ciao Michal, ho appena inoltrato due thread di email: uno con il supporto riguardo la violazione dei termini e condizioni. L’altro riguardante il KYC. Ti dovrebbero essere arrivate con l’email di mio fratello: campanaluca93@gmail.com

Hello,

You can check all the details about the bonus rules to the following link Mystake Promos - 170% Welcome bonus, 300 Free spins and more

" - This promotion is only available for loyal and active players of Mystake. In order to withdraw any gains from this promotion, activity on the website is required, and at least $20 or equivalent must be deposited on the website within the last 30 days."

The fourth section of the bonus rules clarifies that at least $20 must be deposited within the last 30 days in order to make a withdrawal.

Best regards,

HI,

the terms and conditions on the normal site are completely different as already explained by email.

This difference creates so much confusion in the players and leads to situations like these.

Also, as mentioned, how come this €20 deposit thing hasn't been mentioned before by support? There has always been talk of a double identity. So, it doesn't seem right to come up with a new excuse every time.

Michal, have you had a chance to read the email correspondence? Can you give your opinion please?

Ciao,

i termini e condizioni presenti sul sito normale solo completamente differenti come già spiegato via email.

Questa differenza crea tanta confusione nei giocatori e porta a situazioni come queste.

Inoltre, come già detto, come mai questa cosa dei 20€ di deposito non è mai stata nominata prima dal supporto? Si è sempre parlato di doppia identità. Quindi, non mi sembra corretto tirare fuori una nuova scusa ogni volta.

Michal, hai avuto modo di leggere la corrispondenza email? Puoi fare un tuo parere per piacere?

Dear Campa171,

Yes, I have reviewed the email communication between you and the casino team you forwarded to me. It was mostly about the multiple account accusation, but as far as I understand it correctly this has been clarified, your account has been successfully verified and the only current issue is that at least $20 or equivalent must be deposited on the website within the last 30 days. Have you done so?

I haven't noticed in your emails any information about this, but I could clearly see this condition in the bonus description provided by Mystake casino. The livechat is not required to inform you about this as every player should read the bonus T&Cs. If you have asked livechat about this and you didn't get the correct information about the required deposit that would not be OK, but it looks like this is not the case.

Please correct me if overlooked something, but at the moment I can't disagree with the casino's decision.

Hi Michal, thank you for replying and reading my email conversation.

I'm just saying that I find it strange that a casino replies that the transfer failed/money was withdrawn just because there is a duplicate account issue. It had to be mentioned right away that the problem was the 20€ deposit.

instead, they glossed over this issue. In the meantime I have done my best to prove that it was not true. Once they realize their mistake too, they come up with a new problem never mentioned before.

regarding the bonus: i confirm that i have not deposited 20€ in that account. However, can you explain to me how it is possible that this constraint is not mentioned in the general terms and conditions of the casino?

I don't know if you know how bonuses work, but they are often given by people on I massacre am or other platforms. Then a player copies that code and pastes it into the site. The only search possible is to check the general terms and conditions. There is no other info a for that bonus.

finally, how is it possible for a casino to show the bonus box as redeemable/colored in green, if not all the criteria have been met? In general, I seem to notice a bad communication of the casino, aimed at deceiving users.

Ciao Michal, grazie per aver risposto e per aver letto la mia conversazione via email.

Dico solo che secondo me è strano che un casino risponda che il bonifico non è andato a buon fine/i soldi sono stati ritirati solo perché c’è un problema di account duplicati. Andava menzionato da subito che il problema era il deposito dei 20€.

invece, hanno sorvolato su questa questione. Nel frattempo io ho fatto il massimo per dimostrare che non fosse vero. Un volta che anche loro hanno capito il loro errore, se ne escono con un nuovo problema mai detto prima.

riguardo il bonus: confermo che non ho depositato 20€ in quell’account. Però, mi spieghi come è possibile che sui termini e condizioni generali del casino non venga menzionato questo vincolo?

non so se sai come funzionano i bonus, ma spesso vengono dati da persone su I strage am o altre piattaforme. Quindi un giocatore copia quel codice e lo incolla nel sito. L’unica ricerca possibile è quella di controllare i termini e condizioni generali. Non ci sono altre info a per quel bonus.

infine, come è possibile che un casino mostri la casella del bonus come riscuotibile/colorata in verde, se non tutti i criteri sono stati rispettati? In generale, mi sembra di notare una pessima comunicazione del casino, volta ad ingannare gli utenti.

Dear Campa171,

I understand your frustration, but please bear in mind that every bonus can have its specific rules or conditions, some bonuses are a limed offer for a couple of days or any other special occasion. Some bonuses can be offered specifically to a certain player, this is solely up to the casino which bonuses are offered and to who they are offered. Not all these situations can be and are covered in the main Bonus T&Cs or General casino T&Cs, thus we always strongly advise all players to read the terms and conditions carefully before claiming any bonus.

I can empathize with you that the casino has really not fairly accused you of multi-accounting, but as I mentioned previously this has been clarified and even the casino in their response wrote that this was not the reason why your winnings have not been paid. It was because you have not made a deposit of at least €20 or equivalent on the website within the last 30 days. When you request a withdrawal only then a full review of the requirements and the player's gameplay is done, so only after this review can a final decision be made if the player is or is not entitled to their winnings.

Sadly, in this case, even you wrote that you didn't fulfill the condition of a deposit of at least €20 or equivalent on the website within the last 30 days we can't disagree with the casino's decision.

Due to the aforementioned reasons, 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.

Best Regards,

Michal