MyStake Casino - Player's account has been reopened improperly.

I am lodging a formal complaint against MyStake regarding a major breach of Responsible Gambling protocols. I am a French resident, and my account was fully verified with my French documents.

I recently closed my account (5th may) following significant losses (8,300€) and a state of gambling addiction distress on the Casino's live chat. However, shortly after this closure, I contacted live support to inquire about a cashback. Instead of conducting any security check or asking about my gambling health, the agent immediately offered me a 100€ bonus (with a 45x wager) to encourage me to reopen my account.

The account was reopened instantly, without any cooling-off period or mandatory verification. Following this irregular reopening, I deposited and lost a total of 9,350€ in an extremely short period.

I have repeatedly asked for the chat transcripts of the closure and reopening sessions to prove my state of distress and the casino's failure to protect me. The support has systematically refused, claiming it was 'technically impossible' and abruptly closing the chat, which I view as a deliberate attempt to hide evidence of their negligence.

I am requesting a full refund of the 9,350€ deposited after the account was reopened.

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Dear Fifi10,

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).

Could you please forward the account closure requests you sent to the casino, along with the casino’s responses, to veronika.f@casino.guru?

If you do not have the original chat transcripts, you may instead send screenshots of your conversations with customer support. I can see that this option works for you, as you have already uploaded several chat screenshots with your complaint.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hi Veronika,

I sent an email few days ago. Thanks for your support,

Fifi10

Thank you for your emails.

Unfortunately, without any evidence from your side confirming that a self-exclusion request was previously made via live chat, we are unable to request the casino to join the resolution of this complaint or to seek a refund of your lost deposits.

Please note that casinos are not obliged to store live chat transcripts, and we cannot verify whether such records are still available on their side.

When investigating cases in our Complaint Resolution Center, we must first obtain as much supporting evidence as possible from the player. Without clear proof that you requested self-exclusion due to gambling-related issues and that the casino subsequently failed to act on it, we are unable to contact the casino to request compensation.

Moreover, I have reviewed the responsible gaming section of MyStake Casino, where self-exclusion is stated to be available via email only:

Self-Exclusion

In case the situation is more serious, the Player may request the self-exclusion for an extended period. You shall contact our customer support team via email and request the self-exclusion for a period of between 6 months and 5 years. In case the User does not specify the period for the self-exclusion, the Account will be closed for 6 months.

Unfortunately, if you do not have any evidence that you previously requested self-exclusion due to gambling problems, we will not be able to assist further with compensation. The best we can do in this situation is help you request account closure if your account is still active.

Dear Fifi10,

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,
Veronika
Casino.Guru