MyStake Casino - Player’s account has been closed permanently.

Hi,

after loosing so much money and never taking a win to this site in the past year and my gambling addiction spiralling out of control, I asked them to close my account last month. They did, but within a few days I emailed them to open it back up and they did , no questions asked!

with that, my addiction has got even more out of control and Iv deposited £1200 since, which has put me into depression , financial hardship and my mental health has hit rock bottom. They are at fault here for letting me re open my account. I have tried to ask for a refund on live chat for my deposits after the account was re opened and was basically told they don’t know when someone has a gambling problem because they are not in touch with gamstop. But I had already told them that I wanted it closed in email last month!

Then he just said they don’t offer refunds & my account is now shut permanently and then shut the chat down so I have no choice but to make a complaint.

I have never withdrew a win from this site!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• When initially asking for account closure in the casino, have you disclosed suffering from any gambling problems to the casino?
• Could you please share with me your communication with the casino regarding the first account closure and subsequent reopening of your account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi , I didn’t but you could see I was distressed? Does that matter?

Thanks for your reply.

We can assist you with a refund only if we can conclude that the casino should have protected you from further gambling. After you informed the casino about your gambling problem on December 2nd, you should have been protected going forward. For deposits made earlier, we would have to have evidence of previous disclosure of gambling problems. Please let me know if I correctly understood the timeline of events regarding your issue in the casino.

I hope that clarifies our point of view. Please let me know if there is anything else I might assist you with regarding your complaint.

Dear Honeybee123,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru