MyStake Casino - Player's account closure leads to confiscated deposits.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with MyStake Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you kindly confirm whether you have registered using the same email address from which you have requested a self-exclusion?
• Could you please confirm whether you have passed the KYC verification in this casino on either of your accounts?
• Could you please forward your original self-exclusion request directly to my email? You can reach me at attila.g@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Grazie per la risposta Attila 🙂 ti ho inviato questa mail e te la scrivo anche qui...

Gentile Attila,

Grazie per la precisione. Ecco i chiarimenti richiesti:

1. Indirizzo Email: Confermo che per questa nuova registrazione ho utilizzato un indirizzo email differente. Tuttavia, ho fornito i miei dati anagrafici reali e corretti (Nome, Cognome e Data di Nascita) che sono identici a quelli dell'account precedentemente autoescluso permanentemente.

2. Verifica KYC: La verifica KYC era stata completata con successo sul mio primo account. Il casinò ha dimostrato di essere in grado di ricollegare la mia identità ai dati del vecchio account solo dopo che ho perso i fondi, chiudendo il conto per "duplicato". Sostengo che, in base ai protocolli di Gioco Responsabile, l'incrocio dei dati anagrafici (non solo dell'email) debba avvenire al momento della registrazione o del deposito per proteggere i giocatori autoesclusi.

3. Documentazione: Provvedo a inoltrare al tuo indirizzo email (attila.g@casino.guru) la mail ufficiale della Compliance di MyStake in cui ammettono esplicitamente di aver riconosciuto il mio status di utente autoescluso per motivi di gioco.La mia autoesclusione l'avevo anche dimenticata,ed è avvenuta molti mesi fa con una dichiarazione in chat con l'assistenza clienti di Mystake

Il punto centrale rimane la loro ammissione di colpa: se sono stati in grado di identificarmi come utente autoescluso per chiudere il conto e negare il rimborso, avrebbero dovuto avere la tecnologia per farlo prima di accettare €380,00 di depositi.

Resto a disposizione per ulteriori dettagli.

Thank you for your response. Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. Could you please confirm whether you have access to your original self-exclusion request?

Thank you in advance for your reply.

Caro Attila ti ho inviato una mail ieri privata ,ma ti giro qui la mail che loro mi hanno mandato, quando ho fatto richiesta di autoesclusione nel 2024

Thank you for your response. Could you please confirm whether you have access to the email related to the casino's reply as well?

si ho accesso,e questa è l'ultima risposta che mi hanno dato il 17 aprile

Attila ,scusami se sto scrivendo tanto ma voglio portare più prove possibili per aiutare anche il tuo lavoro ,in data 16 Aprile mystake ammette clamorosamente che il mio account originale fu chiuso per accordance with our Responsible Gambling Policy.

Dear Player, thank you for your response. I appreciate the provided evidence and I apologize for any confusion. However, it appears that the emails received thus far are all messages from the casino. In order to assist you further, could you kindly forward the emails that you have sent to the casino?

Thank you for your patience and cooperation.

questa è la mia mail inviata a mystake per chiudere il mio conto .Grazie

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, Igor (igor.p@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,

Attila

Dear Danielec,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the MyStake Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a MyStake Casino representative to join this conversation and participate in resolving this complaint.

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 for providing the information.

Hello,

The user's account has been blocked by the system after the ones has passed the verification process. The deposits were made until the verification.

We will send the detailed information via email.

Kind regards

Dear MyStake Casino,

Thank you for your email and for joining this complaint.

Could you please confirm whether the player used the same first name, last name, and date of birth for both accounts?

Hello,

We have provided requested proof via email.

Kind regards

Dear MyStake Casino,

After a thorough review of this case, I came to the following conclusion:

If the player indeed used the same first name, last name, and date of birth for both accounts, it is essential for the casino to compare this information with the personal details of players who have already been self-excluded. This is especially important when it comes to unique information that cannot be shared among multiple users.

Therefore, if the first account was properly blocked due to gambling problems, the player should be eligible for a refund of the deposits made on the second account, minus any possible withdrawals.

Please let me know your point of view or whether anything requires further clarification.

Also, feel free to ask any questions or share any important information related to this case. Thank you for your cooperation so far.

Hello,

we have provided information regarding this case specifically via email.

Kind regards

Dear MyStake Casino,

Regarding your email, it is also important to compare data from self-excluded accounts that have not been verified.

If, during registration, there is a match with self-excluded data from an account that was not verified, the new account does not have to be blocked immediately. Rather, a restriction requiring personal verification is completely sufficient.

I understand that this creates an additional obstacle and may discourage new players, but players should never be able to register on the website using the same personal information once they have already self-excluded.

I hope this clarifies the matter and our point of view.

Since this complaint has now been active for a while and no progress has been made lately, I expect you to take specific steps that will move this complaint toward a successful resolution. Otherwise, I will have to close this complaint as unresolved.

Ringrazio il mediatore per la precisione e per aver evidenziato la grave mancanza del casinò. Confermo che MyStake ha violato le mie impostazioni di autoesclusione attiva, permettendomi di registrare un nuovo account con gli stessi identici dati personali e di depositare denaro che il loro sistema avrebbe dovuto bloccare all'origine. Resto in attesa di una proposta di risoluzione positiva e del rimborso completo dei depositi effettuati a causa di questa loro falla di sicurezza, prima che il reclamo venga chiuso come irrisolto con relativo danno al loro punteggio di affidabilità.

Greetings,

We understand that players who have self-excluded should not be able to create multiple accounts. However, there are limitations regarding how accurately we can determine whether a newly created account belongs to a previously self-excluded player.

In this case, we can clearly see that the player created the new account using a new email address that had not been used before. As a precaution, if a user’s name, surname, and email address match an existing account, it is considered the same account.

Additionally, user verification is the only reliable way to determine whether the new account belongs to the same individual. The solution you suggested (checking name, surname, and birth date) does not provide a 100% reliable resolution, as names and birth dates are not unique identifiers and may affect legitimate new players.

We aim to maintain an easy signup process; therefore, we do not request personal or identification numbers during registration, as this would negatively impact the customer journey. No regulatory body currently requires us to perform such checks directly during signup, and we have not seen any online casino verifying duplicate accounts based solely on name, surname, and birth date. If you are aware of any operator using such a signup flow, please provide an example so our product team can review the functionality for potential future development.

Additionally, MyStake is working on implementing extra security checks to help prevent such cases in the future.

However, we understand that the player may be frustrated. Therefore, as an exception, we will allow the player to withdraw the total amount deposited into the new account. We have reopened the player’s account and credited the relevant amount back to the balance. The betting function has been permanently disabled on the account, meaning the player cannot place any bets in the meantime.

Once the player completes the withdrawal, the account will be permanently closed again.

We kindly ask the player to stop attempting to "beat the system" by trying different methods to bypass the verification and self-exclusion prevention process in order to obtain refunds. If we determine that any bug or functional issue is being intentionally exploited to bypass the self-exclusion prevention system, no further exceptions will be made.

kind regards,

Errore "Prelievo non consentito" - Richiesta di liquidazione manuale saldo (€448.00)

Gentile Team di MyStake,

Vi comunico che sono entrato nel mio account e ho preso visione del saldo riaccreditato pari a € 448,00.

Come da vostre istruzioni, ho tentato di avviare il prelievo dell'intera somma tramite bonifico SEPA, ma la piattaforma blocca l'operazione restituendo il messaggio di errore: "Prelievo non consentito". Questo blocco tecnico è evidentemente legato alla disattivazione permanente delle funzioni di scommessa sul mio profilo.

Poiché avete esplicitamente dichiarato che mi è consentito prelevare l'intero importo e che l'account verrà chiuso definitivamente solo DOPO il completamento di tale operazione, vi chiedo di procedere all'elaborazione MANUALE del prelievo di € 448,00 a favore del mio conto, oppure di sbloccare temporaneamente i permessi di prelievo sul mio account per il tempo necessario a completare l'operazione.

Resto in attesa della vostra conferma di avvenuto storno manuale o di sblocco temporaneo.

Cordiali saluti,

Daniele

Dear MyStake Casino,

Thank you very much for your reply and for informing us that the player will be refunded.

However, the player is facing an issue when requesting the withdrawal. Please check the message above.

Could you please provide support and guidance in this case?

Igor,ti posso dire che in chat su mystake ho presentato il problema e ora il prelievo è in fase pending, quindi deve essere accettato ed elaborato, quando il prelievo sarà arrivato sul mio conto bancario, chiuderò il reclamo.Intanto ringrazio il tuo operato fin'ora

Ho ricevuto i soldi da Mystake, ringrazio Igor e anche mystake per la collaborazione

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Danielec,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor