MyStake Casino - Player faces issues with self-exclusion and account activity.

I had signed up to a self exclusion service, I was still advertised MyStake as a non excludable casino. Deposits were still allowed, money was still taken.

This has left me in a dier financial situation, in the most expensive time of the calendar year. I am unsure what to do. Its left me in a big big struggle.

Dear lburb27,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MysStake Casino.

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner or from a self-exclusion service will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from Stake Casino directly?

Looking forward to hearing from you.

Best regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I used a national service that all online casinos should follow due to their licensing and regulatory agreements.

MyStake was advertised to me and co-hearsed me onto their site to use after I had used the service to exclude myself from playing.

Dear lburb27,

Can you please answer whether you had requested for self-exclusion directly from MyStake Casino?

Dear lburb27,

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.