MyStake Casino - O jogador encontra problemas de verificação de conta e luta para sacar.

Hello Ladies and Gentlemen, I am experiencing a problem with Mystake Casino. What happened is that I had created an account in the past but stopped playing on this site. Today, I decided to give it another shot and re-registered as I had lost my previous account. I made a deposit of €20 and now I am trying to withdraw it. However, when I attempted to verify my account, I was informed that it was not possible as there is another active account under my name. Due to this issue, I am unable to withdraw my money. I've tried reaching out through email, but I haven't received a response. If at all possible, I would greatly appreciate any assistance you can provide. Thank you very much in advance.

Best regards,

salve signore e signori, ho un problema con il casinò mystake , è successo che ho creato un account in passato poi non ho giocato più in questo sito,oggi ho detto proviamo a rigiocare lì, mi sono registrato di nuovo perché ho perso il mio vecchio account ho fatto 20€ di deposito adesso dovrei prelevare vado per fare la verifica dell’account e mi dice che non è possibile verificare l’account perché ho un’altro account attivo se non verificano il mio account automaticamente non posso prelevare ho provato a mandare un email ma nessuno mi risponde se per favore potete aiutarmi vi dico veramente tante grazie

cordiali saluti.

Dear Luca01040404, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you accumulated your winnings with or without an active bonus? 

Could you please specify when was the last time you accessed your previous MyStake account? Has your first account been verified?

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, 

Veronika

Hi, no there is no possibility of anyone using my old account, I used it in the past, I played a long time ago only once and then no longer remember the login details, today I made a deposit on the new account created by me of €20 to then activate this bonus of €20 but it was a mistake so I would like to deactivate it I cannot withdraw my money. There is €131.60 in the account I tried to verify my account by putting in my documents but unfortunately it tells me to contact support because I have this old account of mine still active, the last time I logged in could have been 1 year/1 year and a half ago, please ask for assistance and ensure that I can continue to use my account of now and not the old one and above all he can withdraw this money because it is blocked in the account

Best regards

Luca [surname hidden by Casino Guru]

Salve, no non ci sia possibilità che qualcuno usi il mio vecchio account ,lo usavo io in passato ho giocato io tanto tempo fa una volta sola per poi non ricordare più i dati per accedere, sul nuovo account creato da me oggi ho fatto un deposito di 20€ per poi attivare questo bonus di 20€ ma è stato un errore quindi vorrei disattivarlo non posso prelevare i miei soldi.Nel conto ci sono 131,60€ ho provato ad verificare il mio conto mettendo i miei documenti ma purtroppo mi dice di contattare l’assistenza perché ho questo mio vecchio account ancora attivo ,l’ultima volta che ho effettuato l’accesso potrebbe essere stato 1 anno/ 1 anno e mezzo fa per favore chiedo assistenza e farsì che io possa continuare ad usare l’account mio di adesso e non quello vecchio e che soprattutto possa prelevare questi soldi perché sono bloccati nel conto

cordiali saluti

Luca [surname hidden by Casino Guru]

Thank you for your response. I'm sorry but you can never create multiple accounts in any online casino and by doing so you breached the terms and conditions. The casino has every right to confiscate any balance and block both of your accounts.

The complaint will be now closed for the above-explained reason.