Mystakes - Really nice - but also not nice at all.

[Peter Jørgensen]

Hi guys - Ill try to keep it short 

I made a dupe account (unintentionally) I won, they took my winnings, obv - fair is fair - but they also took my deposit and wont give it back to me. 

I liked the casino to be fair as well - But this have been going on for more than a week now, I only get a response every 3-4 days, their livechat state that I just need to wait for their reply. Even @Zyvera have done everything to help me in this regards - thank you for the help. But this time - they are too stubborn. 

And now it gets stupid: 

This is their argument for not paying me back written to me by a compliance manager today: 

"According to the Terms and Conditions of the website, Article 10 ( Anti Fraud Policy)

The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques.

The company has zero tolerance to advantage play. If the player will try to gain unfair advantage, the Company reserves the right to terminate such Account(s) and suspend all payouts to the player. This decision is at sole discretion of the Company."

 

BUT in their terms and condition it is stated that: 

"The Company has zero tolerance to advantage play. Any Player who will try to gain advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:

Use of stolen cards;

Chargebacks;

Creating more than one account in order to get advantage from casino promotions;

Providing incorrect registration data;

any other actions which may damage the Company.

The Company reserves the right to close Your Account and to refund to You the amount on Your Account balance, subject to deduction of relevant withdrawal charges, at Company’s absolute discretion and without any obligation to state a reason or give prior notice.

In order to verify Player’s Account, We require documents (ID, payment systems, utility bills etc.) in Latin or Cyrillic alphabet. In case Player doesn’t have an opportunity to provide documents in above-mentioned alphabets company reserves the right to demand video verification where Player shows his/her documents.

We may request from You the verification of Your identity at any time and You must provide Us with any and all proof of Your identity. In case You fail to provide Us with the requested proof of identity, We reserve the right to terminate the Account and/or hold the funds on the Account until the account is verified."

 

So did the Compliance manager made his own terms now? What. 

My response: 

"Compliance manager? 

Please let me know where it states you should not return my money? So it actually states you should refund it. 

Also as said, this was not done intentionally - but it seems you dont care about that fact - but I can also start prove - that it was not done because I wanted to take advantage of you - I know very well that it would end up me loosing if I won - if I lost, I wouldnt even know I had a dupe account, and I wouldt have reacted. 
 
I really dont understand why €310 are worth while stating false terms, delaying this process, for me to involve Affiliates, AskGamblers, etc. 

I am not going to have a personal vendetta against you. I have been honest in my reviews, you'll se when its approved on AskG'ees, and I will also note it when this dispute is over. "

 

They are not going to answer me - so now I can wait 48 hours to AskGees approve my complaint, and then up to 96 more hours for them to look at it. 

Anyways, dont judge a book by its cover. 

Slotsbuddy

[Peter Jørgensen]

Chat transcript     Username/Name: Peter Jørgensen   E-mail: slotspj@gmail.com                   Support Agent Fri, 11/12/21 09:55:47 am Europe/Copenhagen       Welcome to MyStake! Hi, I'm Todd. How can I help you             Peter Jørgensen 09:56:31 am       Hi Todd Slotsbuddy is my username Can you ask your compliance team why they wont answer my last two email? Here ill give you the transcribt mate 🙂             Support Agent 09:57:08 am       Please wait, it's answered within a few days             Peter Jørgensen 10:00:00 am       Mystake%20not%20answering%20again.pdf Oh no, please its been going on for more than a week - please ask them to answer me now 🙂             Support Agent 10:00:38 am       I'm afraid we can't speed it up, please wait a bit more             Peter Jørgensen 10:01:16 am       Im sure you can mate 🙂 You can at least write him a note so he is aware I did contact you again now right?             Support Agent 10:02:16 am       Sure, I've already informed them about it             Peter Jørgensen 10:03:13 am       Can you let me see that please? Or is that against company policy? You can blank out sender and recipient details 🙂             Support Agent 10:04:27 am       I'm afraid that can't be done but be sure that they are informed as it's our priority to resolve such cases as soon as possible             Peter Jørgensen 10:04:51 am       So you know the case?             Support Agent 10:06:19 am       I know that it's important             Peter Jørgensen 10:07:12 am       This livechat employees are just bots 🙂 Human bots               You archived the chat 10:07:21 am             Duration: 11m 34s     Chat started on: https://mystake.com/en