Android Phone

Android Tablet

iPad

iPhone

Windows

Euro

US Dollar

Bitcoin

Ethereum

Bitcoin Cash

Tether

1x2 Gaming

2by2 Gaming

Ainsworth

ALL41 STUDIOS

Amatic

Apollo Games

Aristocrat

Asia Gaming

AsiaLiveTech

August Gaming

Authentic Gaming

Bally Wulff

BB Games Ltd

Belatra Games

Bet Games

betiXon

Betradar

Betsoft

Betsolutions

BF Games

BGAMING

Big Time Gaming

Bla Bla Bla Studios

Blueprint Gaming

Bomba Games

Boomerang Studios

Booming Games

Booongo

Caleta Gaming

Casino Technology

Charismatic

CQ9 Gaming

Crazy Tooth Studio

Cubix

EA Bingo

eBET

Edict

Electric Elephant

Elk Studios

Endorphina

EURASIAN Gaming

Evolution Gaming

Evoplay Entertainment

Ezugi

Fantasma Games

FAZI

Felt Studios

Flashbet Gaming

Fortune Factory Studios

Foxium

FUGASO

GameArt

Gameburger Studios

Gamefish Global

Games Lab

Gamevy

Gaminator

Gamshy

Ganapati

Genesis Gaming

Genii

Givme

Golden Hero

Golden Race

Golden Rock Studios

Habanero

Hacksaw Gaming

Hollywood TV

Igrosoft

Iron Dog Studio

iSoftBet

Just for the Win

Kalamba Games

Keno Terminal

Kiron

Konect

Kwikiwin Studio

Leander Games

Leap Gaming

Lightning Box Games

Live Games

Lotto Instant Win

Lucky Streak

Mascot Gaming

Medialive

Merkur

Microgaming

Mobilots

MrSlotty

Neon Valley Studios

NetEnt

NetGame

Noble Gaming

Nolimit City

Novomatic

OMI Gaming

OneTouch

Oryx Gaming

Curacao

MyStake

VISA

Master Card

Maestro

Trustly

Interac

Sofort

EcoPayz

CashtoCode

Skrill

Neteller

Revolut

Neosurf

Safety Pay

Flykk

BP Wallet

MiFinity

Klarna

Email

Hi dandan123456 - welcome to ThePOGG.com!

Please read our <a href="https://thepogg.com/how-to-report-complain-about-an-online-casino/">Complaint Guidance</a> to ensure that you fully understand how our complaint management process functions.

As a UK citizen you should only be playing with operators that hold a UKGC license. My Stake do not hold a UKGC license and as such are breaking UK law by accepting your custom.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Before going further we need to be clear - the terms at My Stake casino read:

<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc">"Only one Account is allowed per person, household or IP address."</blockquote>

The above term does not say "one open account". It says "one account". Even if you have closed the other account, you still have two accounts and are in violation of this term. As such the operator are within their legal rights to consider any activity on your latter account void.

We can discuss the deposits made to this account with the operator, but we cannot contest your winnings for you.

Thanks,

ThePOGG

Hi 

Well if they  cant pay me my winnings due to a duplicate account then surely they cant accept all my deposits either coz deposits also fall into a duplicate account they stated i can only receive last deposit why is beyond me but i cany even withdraw that as ita under £50 so thats also sat in mystake account 
Yes please feel free to try and help in getting all  my deposits back please as stated its around £700 or £600

Hi dandan123456,

If you were playing with a UKGC licensed casino that would likely be the case. When you choose to play with black market operators your rights are far less robust.

We'll try to talk to the operator about this matter, but we would encourage you not to get your hopes up.

Thanks,

ThePOGG

Date – 01/10/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

They refunded some amounts but still over £350  of deposits that they havent

They refundes £238 of deposits last week still over £380 remaining

Date – 08/10/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

I am worried that if they do refund the remaining deposits i am no longer with the bank i was with when depositing at the casino, this bank account is now closed so what do i do ? 

They also still have £39 on my account that i cant withdraw and get no help whatsoever via there support on email.

Hi 

I am getting worried now as i no longer have the bank account i was using when playing at my stake the bank have advised me that if the merchant refunds the remaining amounts they will just send back to the merchant , however this will not help myself 

Have you had any correspondence with the merchant ?

Hi dandan123456,

Sadly this operator has informed us that they will not cooperate with the management of complaints via this service. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.

ThePOGG

Hi dandan123456,

MyStake Casino has got back in contact with us regarding this issue. Sadly, whilst we can provide further information about this matter, we were unable to reach a satisfactory outcome.

The reason that MyStake Casino has refused to pay you is that they've identified that you have opened multiple accounts, and that the first account was self-excluded. The operator points to their fraud rules allowing them to void withdrawals.

Whilst we certainly agree that opening a second account is a violation of terms, and all play on your second account can and should be void, we find that argument that this represents fraud thin.

There's certainly no doubt that when you opened this second account, you did so with the hope that you'd win, but there's no supporting evidence to suggest that there was any reasonable grounds to believe that you had any advantage over the house. Fraud requires intent in a deception for some form of personal gain. Gambling addiction symptomatically drives sufferers to try and win back their losses, but there is a distinction between a symptom of gambling and deception with a criminal intent to personally gain in a way that would reasonably qualify as fraud.

Furthermore, the way that MyStake Casino has managed this case creates an incentive for the operator to ignore gambling addicts that have re-registered until such time as they win. They then get to retain all losing play whilst voiding the final winning play.

This situation should have been managed by voiding all play on the second, violating account. MyStake Casino has declined to resolve this matter in this manner, and as such this report will continue to support your claim.

Sorry we couldn't address this issue for you.

CasinoReviews.com Complaints Team

They didn't even refund all deposits 🙄so all play should be void not just withdrawal

My Stake Casino has managed a harm prevention claim in a predatory manner that incentivises them to turn a blind eye to

Hi i made a withdrawal request for £1500 the casino removed this of my balance leaving only my last deposit amount on my account 
 
 After going back and fourth they have stated i wasnt allowed to play ?
 
 Yet they took £600 worth of deposits before the £1500 win,now there saying something completely different that i had a duplicate account 
 
 I had an account with them about 18 months ago which i asked them to close i then reopened a new account 18 months later no issues with several deposits totalling to around £600-£700 
 
 When i opened a new account the old 1 was closed so in heinsight i only had 1 account with them 
 
 They advised i will not be getting the £1500 my account was also fully verified 
 
 Surely if they refuse to pay out winnings they should not be able to have my deposits either
 
 It cant be 1 rule to suit them 
 
 Also won with no bonus funds and have screenshot of the winnings on my account before the casino wrongly removed them of my balance 

My Stake - Withdrawal removed 

To submit an online gambling complaint, register a new account or log in.

Create account

Log in

Got a complaint about a gambling site?

Casino Review Site Logo

Log out

Account

Title

Complaint Details

Posted By

Disputed amount

Date raised

Date closed

Player’s Complaint

To protect the privacy of our users, all personally identifiable information has been redacted. If you see anything we've missed contact us at complaints@casinoreviews.com.

Player's Complaint

Player Complaint Responses

Complaint Title

This complaint may have been archived. If you are looking for information about your complaint, please contact us at complaints@casinoreviews.com