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Hi, my problem is the following about a month ago I applied to delete my old account from mystake casino. The request was granted and the account was deleted. Today I created a new account where I paid 400 € but when I try to withdraw them after the due verifications of the documents it tells me that I cannot because the account is a duplicate! But it's a new account and I just want to get my money back! It is not a duplicate also because on the first account I made a request for deletion

Salve, il mio problema è il seguente circa un mese fa ho fatto richiesta per cancellare il mio vecchio account dal casino mystake. La richiesta è stata accolta e l’account è stato eliminato. Oggi ho creato un nuovo account dove ho versato 400€ ma quando provo a preleverli dopo le dovute verifiche dei documenti mi dice che non posso perché l’account è un duplicato! Ma è un nuovo account e io vorrei soltanto riprendere i miei soldi! Non è un duplicato anche perché al primo account ho fatto richiesta di eliminazione

Dear Stelfietto, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the 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was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account.

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

This is one of the most basic and common online casino rules and the vast majority of casinos prohibit players from creating more than one account. Please understand that by opening another account you have indeed created duplicate accounts.

Could you please clarify why you closed your first account just to open another one a few weeks later?

Looking forward to hearing from you.

Best regards, 

Kristina

Because I didn't intend to play that casino anymore. Then I changed my mind and reopened a new account believing the old one had been deleted forever. I would like to know if at least the deposited money can be withdrawn .. or if they have been lost too

Perchè non avevo più intenzione di giocare a quel casino. Poi ho cambiato idea e ho riaperto un nuovo account credendo che quello vecchio fosse stato eliminato per sempre. Vorrei sapere se almeno i soldi depositati possono essere prelevati..o se sono andati persi anche loro

Update:

they contacted me saying that I can only withdraw the last deposit made. I do not think it is correct for the simple fact that in total I have deposited € 300 and I have € 400 in the account I have already said that they can also keep the winnings I do not care. Just let me withdraw the total deposited money. I repeat all this was done in good faith, I thought my account was deleted and not deactivated. I ask you for help to try to get in touch with the casino and make them understand that it was not my intention to create a duplicate anyway and that the only thing I ask is to withdraw at least the deposited money.

thank you

Aggiornamento:

mi hanno contattato dicendo che posso prelevare solo l’ultimo deposito effettuato. Non la ritengo una cosa corretta per il semplice fatto che in totale ho depositato 300€ e sul conto ho 400€ ho già detto che possono tenersi anche la vincita non mi importa. Basta che mi facciano prelevare i soldi depositati totali. Ripeto tutto ciò è stato fatto in buona fede, pensavo che il mio account fosse stato eliminato e non disattivato. Vi chiedo aiuto per provare ad entrare in contatto con il Casinó e fargli capire che comunque non era mia intenzione creare un duplicato e che l’unica cosa che chiedo è prelevare almeno i soldi depositati.

grazie

Solved you can also delete the complaint

Risolto potete anche eliminare il reclamo

Awesome news, Stelfietto. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.