MyStake Casino - 플레이어가 환불 요청에 대해 문의합니다.

I made an account on mystake but after losing quite a bit of money I proceeded to debar this account for a period of 5 years because I was afraid I was developing a gambling problem.

A few days later, I created a second account on mystake. I didn't know this was against their terms and conditions. I couldn't verify my details to make a withdrawal from this second account, so I emailed the support team for help. They did not inform me that duplicate accounts were not allowed even though I explained that this was my second account. Rather, they were quick to reply via email saying my details had now been confirmed and I could make a withdrawal.

After losing even more money, I requested that this second account be excluded.

Since then, I have been reading their terms and conditions and have realized that this second account should never have been allowed, especially for my own safety, since I had already taken the steps to exclude my original account.

In its terms and conditions it says that on the creation of two or more accounts, the company will cancel the duplicate accounts and refund the deposits minus a 20% transaction fee. This should have been done immediately after my first deposit; however it was not and now I have deposited and lost even more money.

My question is can I get any of my deposits refunded as mystake knew it was a duplicate account as I had informed them via email when it was created but they still allowed me to deposit and wager?

Hice una cuenta en mystake pero, después de perder bastante dinero, procedí a excluir esta cuenta por un período de 5 años porque temía que estaba desarrollando un problema con el juego.

Unos días después, creé una segunda cuenta en mystake. No sabía que esto iba en contra de sus términos y condiciones. No pude verificar mis datos para hacer un retiro de esta segunda cuenta, así que envié un correo electrónico al equipo de soporte para pedir ayuda. No me informaron que no se permitían cuentas duplicadas aunque les expliqué que esta era mi segunda cuenta. Más bien, respondieron rápidamente por correo electrónico diciendo que mis datos ahora habían sido confirmados y que podía hacer un retiro.

Después de perder aún más dinero, solicité que se excluyera esta segunda cuenta.

Desde entonces, he estado leyendo sus términos y condiciones y me he dado cuenta de que esta segunda cuenta nunca debería haber sido permitida, especialmente por mi propia seguridad, ya que ya había tomado las medidas para excluir mi cuenta original.

En sus términos y condiciones dice que en la creación de dos o más cuentas, la compañía cancelará las cuentas duplicadas y reembolsará los depósitos menos una tarifa de transacción del 20%. Esto debería haberse hecho inmediatamente después de mi primer depósito; sin embargo, no fue así y ahora he depositado y perdido aún más dinero.

Mi pregunta es: ¿puedo obtener el reembolso de alguno de mis depósitos ya que mystake sabía que se trataba de una cuenta duplicada, ya que les había informado por correo electrónico cuando se creó, pero aún así me permitieron hacer depósitos y apostar?

Dear ezequielziruffo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain when you self-excluded your first account in the casino?
• Could you please specify if your first account has been verified?
• Have you mentioned your gambling problem as the reason for self-excluding your gaming account?
• How specifically did you inform the casino about having multiple accounts in the casino?

Thank you very much in advance for your reply.

Best regards,

Tomas

A long time ago I permanently canceled it, but they allowed me to reopen the account when I thought they were not going to let me reopen the account anymore, about 2 months ago, my first account was fully verified. Yes, I mentioned my gambling problem on one occasion and on other occasions I didn't mention it, today the casino informed me that I had multiple accounts, which is a lie I never had multiple accounts, only my father had made another account but I never found out that it was going to be a mistake, that's why I ask for the return of all the deposits from that account because I never knew that I was penalized and also because they allowed my father to verify the account if in the end they were going to tell me that this was multiplying accounts ?

Hace mcuho tiempo lo di de baja permanentemente, pero ellos me permitieron volver a reabrir la cuenta cuando pense que ya no me iban a dejar a volver a abrir la cuenta, hace como 2meses atras, mi primera cuenta fue verificada completamente. Si, mencione mi problema con el juego en una ocasion y en otras ocasiones no la mencione, hoy el casino me informo que tenia multiples cuentas, lo que es mentira yo nunca tuve varias cuentas, solo mi padre se habia hecho otra cuenta pero nunca supe que iba aser un error, por eso pido la devolucion de todos los depositos de esa cuenta por que yo nunca supe que era penalizado y ademas por que le permitieron a mi padre verificar la cuenta si la final me iban a decir que eso era multiplicar cuentas?

I am sorry but I noticed a contradiction in your description of events:

You wrote:

A few days later, I created a second account on mystake. I didn't know this was against their terms and conditions.

and later you wrote:

today the casino informed me that I had multiple accounts, which is a lie I never had multiple accounts, only my father had made another account"

If you created another account under your father's name, we cannot help you. Please understand that creating another account in order to circumvent the casino's block and by providing misleading personal information on account creation is a breach of the casino's terms and conditions, and you should avoid such actions because your funds might be confiscated.

Please let me know if there is any information I overlooked, otherwise, I'll reject your complaint as unjustified.

Dear ezequielziruffo,

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.