MyStake Casino - A conta do jogador foi encerrada após o depósito.

I had an old account with this casino that had previously been closed. So i opened new account and got it verified etc, i asked if i was verified and they advisor said yes. So i deposited into the new account today the amount of 300... the next thing was i couldnt deposit anymore because of an issue on the system they said. they then close me account and sent a message saying that i had another account open which was against their rules so they closed my new account, yet they let me deposit all this money no problem. They have declined a refund. They should not have let me deposit at all if that was the case. I forgot about the old account as it was many years ago!.

Thieves!!!!!

Dear nicolabrown01,

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 confirm whether you passed the KYC verification for the old account?
• Was the old account closed by you or the casino?
• Have you accumulated your winnings with or without an active bonus?

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, 

Dominika

Hi there, no I did not complete kyc with the old account, I think I closed it myself. I didn't win anything on the new account. But it is the fact that they allowed me to deposit all that money then closed it suddenly

Dear nicolabrown01, is it correct that there were no funds remaining in your account when it was closed?

That is correct, but they should not have taken the deposits like they did!

Dear nicolabrown01, could you please share the reason for closing the first casino account?

Closed it because I was spending too much

Dear nicolabrown01, do you have the request for closing the old account (emails or chats with the casino)?

Was it just a regular account closure or self-exclusion?

Dear nicolabrown01,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.