MyStake Casino - Player believes that their withdrawal has been delayed.

I am filing a formal complaint against MyStake due to a severe failure in their responsible gambling duty of care, as well as the unfair withholding of my remaining real-money funds.

I have a documented history of gambling problems and held a past active self-exclusion across this company's network. Despite this, MyStake's system failed to detect my profile during registration, allowing me to open a new account and deposit a total of £325 in real cash using the exact same name, date of birth, and personal details registered to my prior self-exclusion.

After placing wagers and incurring £185 in losses, my gameplay was suddenly blocked. When I asked customer support why my games stopped working, they admitted the restriction was triggered because their system finally flagged my past self-exclusion on their network. It’s also important to know I never accepted or used any bonus credited and I only used cash.

My account is fully identity-verified (Proof of Identity and Mail Verification both confirmed with green checkmarks).

Following the game block, I requested a withdrawal of my remaining £140.52 cash balance using my bank details. However, this request was rejected without explanation. Live support stated that the matter was escalated to their Finance Department to email me regarding a manual transfer, but I have received no communication, and my funds remain withheld.

I request that Casino Guru assess my rights regarding two key remedies:

1. Full Refund of £325 Deposits: Because MyStake failed in its fundamental duty to protect a vulnerable player and permitted registration/deposits under identical personal details despite an active network self-exclusion, all deposits totalling £325 should be refunded.

2. Immediate Release of Remaining Balance: At an absolute minimum, MyStake must immediately process a manual transfer of my remaining £140.52 cash balance to my provided Revolut bank

Important notice:

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Dear bengra500,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi Jean,

Thank you for the swift response. My main issue is not the remaining £140 in my balance being paid. But they won’t pay me back the £325 total net deposits, if they had their duty of care they wouldn’t have allowed me to even deposit this in the first place? I hope that makes sense.

Dear Jean,

I am writing to provide critical updates and screenshot evidence regarding my ongoing dispute with MyStake.

Following my initial complaint, I spoke with MyStake live support (agent Grace). During this conversation, the agent formally admitted in writing that my account was active due to an internal technical failure:

"The account was reopened due to a system glitch. Thank you for notifying us about it. It is meant to remain closed."

Shortly after realising the legal exposure of this statement, the agent attempted to retract the confession, adding: "Also, disregard the information regarding a system glitch."

Immediately after this chat ended, MyStake completely blocked my account access ("User blocked"), preventing me from logging in. Furthermore, despite this profile existing solely due to their system error, MyStake was actively targeting Bengra90 with promotional tournament marketing emails as recently as 27 September, aggressively encouraging gambling activity on an account that should have been permanently closed.

The initial admission of a "system glitch," the subsequent attempt to retract it, the active promotional emails sent to the duplicate profile, and the immediate account block clearly demonstrate a systemic breach of responsible gambling duty of care.

I have full, unedited screenshot evidence of the entire chat transcript (including the glitch admission and backtracking attempt), the account block screen, and the marketing emails sent to Bengra90 available for upload.

Thank you for your continued mediation in holding MyStake accountable for a full refund of my £325.00 total deposit losses. I’m not even hopeful of the £140 what was left on my balance!

Best regards,

Thank you for the additional information and screenshots. The reported system error and the circumstances surrounding the previous self-exclusion are relevant, but I would first like to clarify the account history so we can properly assess the situation.

Could you please confirm the following:

• Did you previously self-exclude from MyStake Casino or another casino within the same network? If so, please provide a screenshot of your original self-exclusion request and, if available, the casino’s confirmation that your account was permanently closed/self-excluded.
• Did you reopen your previous account, or did you create a completely new account? If you had a previous account, please confirm when it was closed and when the new account was opened.
• Could you please clarify if you completed account verification before, during, or after depositing £325?
• Please confirm the current status of your MyStake account. Is it now closed/blocked, and if so, when was it closed or blocked?

Once we have these details, we can better understand the account history and the circumstances surrounding the deposits and subsequent restriction.

Thank you for your follow-up. Here are the answers to your questions:

 Self-Exclusion Details: My original self-exclusion was directly with MyStake in April 2024. Because this was on an older account, I no longer have the original email confirmation. However, as shown in the uploaded chat transcript, Support Agent Grace reviewed my details and explicitly admitted in writing that a "system glitch" allowed this new account to open despite my previous self-exclusion.

 Account History: My original account was self-excluded in April 2024. The new account (⁠Bengra90⁠) was created recently after I received promotional marketing emails.

 Verification & Withdrawal Status: I completed full account verification (Mail and Proof of Identity approved) after making my £325 in deposits. I can also confirm that my pending £140 withdrawal has now safely arrived in my bank account. Therefore, my remaining claim is strictly for the £185.00 in net losses.  

 Current Account Status: The account (⁠Bengra90⁠) is currently marked as "User blocked." MyStake support blocked it immediately after Agent Grace admitted the system glitch on live chat.

As shown in the attached evidence, MyStake fully verified my identity details (which matched my 2024 excluded profile) and their own support agent confirmed an internal system failure allowed the account to reopen. I kindly request that MyStake refund the remaining £185.00 in net losses. 

Dear bengra500,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal V, (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello bengra500,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear MyStake Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Greetings,

I hope you are doing well.

We are currently reviewing the information and will share the details shortly.

Best regards,

Dear MyStake Casino,

We are waiting for your reply.

Greetings

Hope you are well

Our investigation confirmed that the player's original account had been permanently closed at the player's own request due to gambling-related concerns. This closure was carried out in accordance with the player's request, and the account was permanently closed for that reason.

At the time, the original account had not been verified, and no IP match was detected that would have allowed our system to identify the subsequently registered account as a duplicate based on these indicators alone.

It is important to emphasize that the system closed the second account based on the player's information and the details identified during the account review.

The account was closed as soon as the system detected the duplicate status based on the available information. Therefore, the timing of the closure should not be interpreted as a failure to take action or as a deliberate disregard of the player's previous account closure, as the necessary action was taken promptly once the relevant information was identified by the system.

Furthermore, our records confirm that the player proceeded to make deposits immediately after registering the second account. The player's actions occurred within a short timeframe, and the account was subsequently closed as soon as the system identified it as a duplicate. It is important to distinguish between the player's immediate activity on the newly registered account and the system's detection and response, which resulted in the account's closure.

We must stress that the second account was closed immediately after the system identified it as a duplicate. There was no intentional delay on our side, nor was there any decision to knowingly allow the duplicate account to remain active after it had been identified.

The account closure was implemented as soon as the relevant information became available to the system, and the necessary action was taken without unnecessary delay.

In conclusion, the player's original account was permanently closed at their own request due to gambling-related concerns. The second account was closed as soon as the system identified it as a duplicate based on the available information. We acted promptly once the duplicate account was detected, and no unnecessary delay occurred.

While I note the casino’s response, their argument overlooks crucial facts. My original account was permanently closed due to gambling-related concerns, which the casino has now confirmed. Regardless of their IP tracking claims, support agent Grace explicitly admitted in writing on live chat that a 'system glitch' allowed my new account to be opened. Furthermore, once I completed full KYC verification (providing my legal ID, address, and email), the casino possessed my exact verified identity data while active play was occurring. Because a confirmed self-exclusion failure occurred due to an admitted technical glitch, standard responsible gambling rules dictate that the casino cannot retain net losses. I kindly request the full refund of my remaining £185 net loss.

Dear MyStake Casino,

Thank you for confirming that the original account was permanently closed for gambling-related concerns. I would like to clarify whether the information already held should have enabled you to identify the player before the disputed losses occurred.

Closing the second account promptly after detection does not fully address this question. The absence of an IP match or completed verification on the original account does not, by itself, explain why matching registration details could not trigger protective checks.

Please provide:

• A comparison of the identifying details held on both accounts at registration, identifying any material differences.
• A timestamped timeline of the new registration, deposits, identity verification, gambling restrictions and disputed losses.
• Clarification of Grace’s initial "system glitch" explanation and subsequent retraction, supported by the relevant account or chat records.

Please send private records to me at michal.v@casino.guru.

If the records confirm that the player registered using matching personal details that should have triggered the existing exclusion, I ask you to reconsider reimbursement of the remaining £185 claim.