MyStake Casino - Dobici igrača su konfiskovani.

I deposited and used the first deposit bonus. I wagered the bonus, verified my account with my identification documents and then made 2 withdrawals for a total of 3000 Euros. The withdrawal was rejected and the money I won was then confiscated and the casino said they confiscated the winnings due to " Playing games with bonus money to build up in-game value, lose the bonus funds, and cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure".

They casino said "your generated winnings were detected as fraudulently generated and earned".

I did not do any strategies I played the pokies games as normal with bets ranging from 1-5 euros and then tried to withdraw after the bonus was wagered.

Dear jace_18,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino regarding your withdrawals.

To assist you effectively, I would like to ask you a few questions to clarify the situation:

• Can you clarify how you played the pokies games? Did you switch games often or stick to a few?
• Do you currently have access to your casino account?
• Did the casino provide more details regarding your gameplay and what was wrong? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Kristina

1. I played probably 5ish games all up i was on 1.5eur bets until i the balance was up to about 500eur, then started doing $3 bets until i made it to 2000 eur and wagered the bonus money. i stuck at 3eur bets as i knew the max bet with bonus was 5eur. i then cashed out 2000 eur and waited until the next day they didnt process it so i reversed it and started doing 5eur bets all on one game until the balance was upto 3000eur and cashed out. when i did change slot i would be on the slot for about half hour each time.
2. yes i have access to my account
3. the casino support would only say i broke the terms and conditions section 10 and said they could not provide proof or exactly what rule in section 10 i broke.

they stated that the decision is final and can not be changed, also that is was a security reason as to why they cannot give out anymore information at all and closed the chat on me twice on me. the third time around messaging them they said i also broke the terms and conditions section 9, again they would not specify what i did wrong. section 9 is to do with a duplicate accounts or something like that which i never made an account with them before.

thanks,

Jasely D***

Thank you very much, jace_18, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, jace_18,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear MyStake Casino Team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, can you be more specific, and is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hello,

The player is noticed in fraudulent activity; he/she has crossed IP addresses and gameplay with other users. We will send you detailed information via email.

Kind regards

Greetings all,

Thank you, MyStake Team, for your email and for providing supporting details.

Dear jace_18,

Thank you for your email with additional information, too. However, I am not sure what you were trying to tell with the attached screenshot, and considering all the details provided by the casino, although you tried to clarify the situation and circumstances, unfortunately, it does not make much sense.

I would like to explain a few things and have a few more questions for you.

You asked why matches in IP addresses and gameplay with other users are considered fraudulent.

Considering the mentioned data matches (besides other matches that were not stated in the thread for understandable reasons), imagine an example situation -> It is allowed to own only 1 account per user/IP/household/address/etc. The same applies to bonuses - only 1 bonus per user/account is allowed (let's say a welcome deposit bonus). We are talking about industry-standard rules, and it is completely alright that the casinos need to protect themselves in this way, against fraudsters and abusers, and players accept these rules during registration. Then, during verification, the casino finds out these data matches (for example, IP(s) and gameplay matches between 2 or more accounts), which used bonuses - and I am not talking about other matches now.

In such a case, when there are several data matches between the linked accounts, even gameplay and the games played, while it does not matter when the IP match occurred, or that the accounts were registered from different physical addresses, it strongly indicates multiple accounts - more than 1 account used by 1 user, which is strictly prohibited in all online casinos, especially if the linked accounts used bonuses, because it also breaches bonus rules (bonus abuse, because the same type of bonus was used more than once per player). Therefore, the user is not eligible for winnings obtained in such a way, especially not if the winnings were accumulated from a bonus. In addition, after detecting such a situation, even KYC/verification is impossible.

If there are matches in the data between accounts, as mentioned above, the casino cannot verify whether 1 user used the linked accounts, and any of the owners of such accounts cannot prove the linked accounts were not used by one person. Therefore, rules prohibiting more than 1 account and more than 1 bonus per user/IP/household/etc exist, and therefore, such data matches are considered fraudulent.

Now - your particular situation.

Unfortunately, even if you know about another account (your sister playing at the same casino), the details from the casino clearly confirm at least 2 other accounts linked to yours, by specific and unlikely data matches (which would be too much of coincidence if the linked accounts were not used by 1 person), not only 1 other account, as you claimed.

Questions:

Can you please somehow rationally explain the data matches between your account and 2 other accounts at this casino?

Did your sister also claim/use bonuses at MyStake Casino? If so, what bonus(es) did she use?

Can you provide us with more information regarding another linked account and the activity on it?

Is it possible that at some moment, at least 2 other accounts used the same IP address/internet connection or even the same device to access the casino website?

Thank you. Looking forward to hearing from you.

I have one account my sister also has her own account. We both have separate households, separate devices and separate ip addresses and home addresses so no overlap has occurred. My sister used her own bonuses and I have used mind since we have our own ip addresses/own households/own accounts which we are both eligible under the terms and conditions. I think my sister's partner may also have his own account, but he has a separate home address, ip address but sometimes uses my sisters wifi. The only thing I did was used my sisters wifi once and thats it when I travelled to stay with her. Please let me know if you need any further clarification

Hello, jace_18,

I am sorry for the delay.

I have 2 very important questions for you now.

Are you sure that it is not possible that all 3 accounts were used on the same device?

If you look at this situation and the circumstances (several specific and unlikely data matches between the accounts) from the casino's point of view - how do you please imagine proving that 3 different persons played with the 3 linked accounts separately as independent individuals, especially if (I assume) all accounts used bonuses, which indicate a strong motive behind multiple accounts?

Hi Branislav

for your first question I am 100% sure my account was not used on another device, up until after my withdrawal was voided I used my sisters device to talk to live chat to find out why my withdrawal was voided (collecting evidence) and to make a complaint through CasinoGuru.

as for my sisters account and her partners account I have spoken to both of them and they said 100% sure they both used there own account on there own seperate device. So to answer your first question I am 100% sure that all three accounts was not used on the same device.

for your second question

1. all three accounts all have there own devices which should be recognised by the casino.
2. all three accounts have different home address
3. all three accounts went under KYC verification where you have to show proof of identity and mail verification. ( I am not too sure if we had to do a face recognition if we did that further helps prove that it was three different people playing independently. If you are able to kindly ask MyStake Casino if this is true)
4. Also each account used different debit cards to deposit with our own seperate names on the card.

lets say one person used and made all three accounts they would have to have access to the three Government issued ID to perform the KYC, three different phone numbers and email address's to verify the account and also would have to have stolen or have access to three different debit cards used to deposit which all had our own names on them.

That is very hard to do and time consuming just to abuse a welcome bonus when there is 100’s of other online casinos that similar welcome bonuses.

Thank you for the additional information, jace_18. For understandable reasons, I will not explain in more detail how to create multiple accounts.

I will ask the casino for a few more details and supporting evidence.

Thank you for your patience and understanding.

Dear MyStake Casino Team,

Can you please look at my last email regarding the matter, and provide me with the requested?

Thank you.

Hello Branislav,

We have already sent further details via email.

Kind regards

Dear jace_18,

The casino provided all the necessary details to substantiate its claims and decision.

As indicated earlier, in my previous posts, after gathering all the necessary information and details from the casino, we decided to close this complaint as unjustified due to breaching the casino's Terms and Conditions - there are reasonable grounds to believe we are talking about multiple accounts/bonus abuse. Unfortunately, the provided supporting evidence is clear, and it would be likely impossible to prove otherwise, even if your statements were completely true.

The casino acted in accordance with its terms and conditions you accepted upon registration(s).

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states such information on its website.

Thank you very much, MyStake Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru