MyStake Casino - Player feels misled after account reactivation.

Hi.

I want to know where I currently stand with this casino.

Almost 2 years ago I remember contacting them via live after losing money due to my gambling addiction and mental health problems it has caused me have been extraordinary.

I remember telling them I want to ban myself because I am addicted and have a big problem and for them to ban me indefinitely. Which they did immediate blocked my account access.

I remember months after I re opened an account with all my same details as excluded account except email address ofcourse had to be different.

I played once or twice and stopped again

.(Just to mention I am pretty much excluded on every gambling site you could ever find)

Recently I found the urge to deposit and play and I found myself logging into the mystake account I'd created post self exclusion.

I deposited an initiall £400 and from there over the last 2 weeks iv gambled almost £25,000 in many differant impulsive deposits as soon as i had lost any of the deposited ammoubts.

Where I had been playing for hours on end, one day I was gambling almost 24 hours, clearly a sign of a problem.

I was able to deposit 1000s multiple times without question, and the impact this short relapse will have on me is greater than anything.

I believe I should not of been allowed to open a new account after exclusio let alone be able to deposit such an amount in a very short time peroid.

Do I have any rights regarding this issue to a refund to to negligence on the casinos part after they have not abide by their self exclusion rules?

What action can I take, if any?

Really would appreciate some advice on this as I am devastated I were allowed to gamble again after excluding from absolutely everywhere due to my gambling addiction.

Thanks

Dear dylanjukes6077,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi, thanks for responding.

I have sent an email over to you.

As mentioned I self excluded 2 years ago from mystake, and it was Via live chat. I don't recall being asked to email.

Because of this, before posting this complaint I emailed mystake and asked why I was unable to log into my "initial" account.

They agree my account was closed permanently and cannot be reponed as per my request for self exclusion.

"After careful review, we must inform you that your account is permanently closed and, unfortunately, cannot be re-opened per your request for the self exclusion."

Thanks.

.

I also want to correct the amount deposited as when I made this complaint I was ashamed and anxious to look at what I'd spent, I hardly have any recollection of the whole peroid.

£27251.77 is the total amount I was allowed to deposit. At times it was multiple 1000s within an hour.

Thank you for your email.

Please note that the message you sent is only a confirmation that your account was self-excluded. I have not received any evidence showing that you originally requested the closure of your account due to gambling addiction, or that the casino reopened your original account despite this request.

Additionally, there is no information about your account being verified. If you later created a new account using a different email and personal details, and neither of your accounts was fully verified, it’s possible the casino's system did not recognize you as a self-excluded user.

Unfortunately, if you don’t have saved communications proving the closure request due to gambling addiction, and if your original account was never fully verified, we won’t be able to assist you further.

Thank you for your understanding.

I don't have the communication but I'm sure they do have the record of me stating i hqve a problem, as they stated I'm self excluded.

I have proof I was verified, also in communication they twice denied any of my account were verified until I told them I had screenshot of my verification, at this point they asked for the proof of verification.

I showed them the proof and they changed their tune and agreed I was verified.

Strait up lie from them.

I'm absolutely gutted I don't have the correspondence because this is insane that iv been allowed to play. It's not something I'm going to recover from in any means.

So if I had of won, I doubt they would of paid me as they would of brought up my excluded account..

Probably why they were rejecting my withdrawal request when I really wanted to stop and take some out to cut losses.

It's disgusting 🙁

Thank you for your responses.

We truly sympathize with the difficulties you are experiencing. That said, after carefully reviewing all the available information and in line with our internal policies, we unfortunately cannot uphold your complaint.

While we acknowledge the message from the casino confirming that your first account was permanently closed due to a self-exclusion request, we were not provided with any direct evidence showing that your original request included a clear mention of gambling addiction. Furthermore, we have not received records of any communication in which you asked to be permanently banned due to a gambling problem, which is crucial for Casino Guru to intervene in such cases.

In addition, we understand that you later created a new account using a different email address. If this second account was opened with different registration details or if the original account was not fully verified at the time of closure, the casino's system may not have been able to link the two accounts. Based on the information you’ve shared, we do not see sufficient proof of a technical failure or clear negligence on the casino’s part that would justify a refund.

We understand this is not the outcome you were hoping for, and we encourage you to consider reaching out to a professional support organization that specializes in helping individuals affected by problem gambling.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

We are now closing this complaint as rejected due to insufficient evidence. Thank you for your understanding.

Best regards,

Veronika