MyStake Casino - Player is concerned after the account closure and new deposit.

I have previous been excluded from my stake as I requested them to do so as I have a gambling issue, they closed down my account as requested. I recently have opened a new one with all the same credentials apart from a new updated email I use, I was able to deposit straight away £400 which I lost and now I’m concerned they will not refund it.

they absolutely should not be able to allow me to open a new account with the same details and then deposit & lose money it defeats the whole point of self excluding, I know it’s my fault I made the 2nd account but they have regulations they need to follow

the casino was mystake.com

Dear Muzza1994,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly you closed your first account? Please forward me the account closure request you sent to the casino at veronika.f@casino.guru.

Have any of your accounts been fully verified, or have you at least uploaded any identity documents to your profiles?

Are you still able to access the second account at this casino, or has it been closed in the meantime?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello I am responding to your reply about the complaint due to being self excluded on my stake and being aloud to reopen another account using same credentials but a new email address which is now my current email.

I don’t have an exact date of when the first account was closed down (but it was roughly 6 months ago), I cannot access it anymore but it was verified and I requested self exclusion via online chat which they did do.

The new account was made using the same name, date of birth, mobile number, and when I created the account I deposited right away and whilst my bets where live I attempted to verify and then it said It wouldn’t allow me as I have another account using the same driving license, however this was too late as I had already lost the money. They should have been able to recognise my details when making the account and this would never have happened.

I never tried to manipulate my details as I was aware I would need to verify my details which I wouldn’t be able to do if I imputed incorrect details to start with.

I have added 2 photos of replies one being (title self excluded account) requesting information and dates of when I self excluded the old account and a second which shows the reply when asking for a refund due to being self excluded

Thank you very much, Muzza1994, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thankyou

Hello Muzza1994,

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.

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

Hello,

As we know it's impossible to notice a duplicate account until the verification. The player made deposits and after that, he passed the verification process and we closed the account.

We can provide you with the proof if needed.

Kind regards

Dear MyStake Casino,

Do I understand correctly that the system works in such a way that if a previously self-excluded player tries to register again, and provides personal information that is identical to the previous account, with the exception of email, they would be able to deposit and play, and the system would not match or detect them until the moment they would try to verify themselves?

It is absolutely not impossible to notice a duplicate account until verification, a very simple system can recognise the name / date of birth and mobile number on registration which would prevent a self excluded player from making a second account, although you simply choose to allow them to do so as you know they will deposit before they are verified so you can make more money.

if your system cannot recognise very simple data than you are failing to protect vulnerable gambling addicts which you have a duty to do so.

Hello Michal,

Yes, it's correct information.

Kind regards

Such an awful admission

Dear MyStake Casino,

Please understand that if players who were previously self-excluded are able to create another account, deposit, and play without any need for verification, albeit with a different email address (which is a piece of information that could be changed after some time, as in this case), we do not consider these measures to be sufficient for protecting the players struggling with gambling addiction. If they were asked to verify themselves before depositing/playing, the system would be able to detect them before they lose any funds.

In this case, the player even verified using the same personal information as in his original account, further supporting the fact that he did not deliberately try to bypass the casino's security protocols by using different personal information. Would you be willing to refund the player in this case for all of the deposits that they made in the second account?

Hello,

It's difficult for us to set up such a detection system thus we trust our verification system through which we get relevant measures.

In this case, we acted as our rule, after the user passed the verification process we closed the account immediately.

Kind regards

It is not difficult there are many online casinos with simple systems which detect data to prevent excluded users creating a 2nd account and losing money.

I used all the same information as the excluded account only the email was different which has been my new main email address for a long time.

you failed to protect a vulnerable gambler and are happy to keep the funds lost due to this, really shocking!

Dear MyStake Casino,

Although it is great that you trust your verification system, it is not sufficient for players with a gambling problem who find it very easy to register just by using a different email address. Can you tell me if in this case, the user only had two accounts on your website - the first one that was closed due to self-exclusion and the second one being discussed in this case?

Hello,

When the user closed the first account and mentioned that he had "gambling issues" it seemed a blur whether he was gambling addicted or not. But we closed the account immediately. Such an argument, in our opinion, does not necessarily indicate a problem with gambling addiction.

kind regards

You have already agreed and confirmed you closed the first account as I requested this to be done due to my gambling addiction and issues, it was not a "blur" atall - how ridiculous

Dear MyStake Casino,

In my opinion, if the player mentioned "gambling issues", it was a clear indication of his gambling problem. However, the problem here is that due to insufficient security measures, the player with a gambling problem was able to reopen his account. I repeat, he did not try to bypass the security measures by suing different personal information.

Can you confirm for me how many accounts in total did the player have?

Hello,

The player has those two accounts as we checked.

Regards

Dear MyStake Casino,

Since there were only 2 accounts made, I stand firmly behind my statement that the player should be refunded his deposits made to his second account, because it was only the second time that the player had created an account with identical personal info. Any further attempts/accounts created by the player will not be eligible for a refund. Would you be willing to reconsider your opinion regarding the refund?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

According to our system, a player is instantly blocked and added to the gambling addicts group if their entire name and birthdate are identical.

Because the player entered the incorrect birthdate, the system failed to recognize it. It automatically changed to the correct one after completing the verification process, and the account was blocked immediately thereafter.

On your end, you can also test that process. 

Regards

Why would I put an incorrect birth date knowing I will need to verify the account with proof of ID, also why did you not bring this up before? How do we know this is the truth? And also it goes back to the same question why does your system not pick up basic personal details like phone number / names and then tell you I’m already banned due to gambling addiction problems?

I never tried to manipulate your system, I simply did not know I already had an account with you previously as it was a long time ago so I proceeded to make a new account.

are you not going to take any responsibility for there being insufficient steps in place to protect vulnerable gamblers?

Dear MyStake Casino,

Why wasn't the issue regarding the incorrect birthdate brought up sooner, when I asked specifically if all the information that was different was the email address? Do I understand correctly that if there was an identical birthdate when the player completed the personal details, there would be no need for him to complete the KYC via sending the documents, due to the fact that his account would be blocked automatically?

Hello,

I apologise for misleading you. The information we gave you was inaccurate. This type of system has been functioning for six months.

Kind regards

Dear MyStake Casino,

Would you be able to provide me with proof that the player indeed used a different birthdate when he created the second account? Please, send everything to michal.v@casino.guru

Hello,

We will send you the proof via email.

Regards

Dear Muzza1994,

From the evidence I was able to review, it seems you used the date 1.1.1970 when creating the second account. Can you comment on this?

I'm unsure as to why there is an incorrect date of birth however I'm absolutely standing by the fact that there is sufficient information here for their system to recognise me, and at which point should have immediately been asking to complete verification which would (or should have) denied me access as I requested to be blocked from the site, but instead they aloud me to continue to deposit and lose £400 before they informed me that I am banned.

These deposits where gone the moment they were deposited onto the account, no matter weather they were gambled or not they are saying as I am a banned user they keep the money? how on earth is this legal or fair?

This is a crystal clear case of an online gambling site not following responsible gambling protocol, and a completely ingenuine way of running a business.

By simply verifying all users properly before allowing anyone to deposit would be a very simple and affective way of filtering out banned users.

Dear Muzza1994,

I would like to point out the following statement made by the casino:

"According to our system, a player is instantly blocked and added to the gambling addicts group if their entire name and birthdate are identical."

Based on this statement, if the information provided matched the original account, you would not be able to register another account. You can not expect the casino's security measures to function correctly if you deliberately attempt to circumvent them by providing false personal information. You are absolutely right, the casinos should be verifying players before they are able to deposit and play. However, the duty also lies with the players in providing correct personal details during registration. In this instance, you have provided incorrect details in the beginning, therefore, anything that happened after this can not be taken into account. Unfortunately, I will not be able to help you further in this case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.