The player from Ireland had self-excluded his account permanently at the end of November 2025 and was also registered on GameStop. Despite this, he was able to log into his account and lost 380.27 euros, which led him to express distress over his gambling issues. The player did not respond to the Complaints Team's requests for further information and evidence needed to investigate the case. Consequently, the complaint was closed due to lack of communication, with the option to reopen it if the player chose to resume contact.
MyStake Casino - Player’s self-excluded account is reopened.
Closed
Our verdict
Player stopped responding
Amount: €380
MyStake Casino
Safety Index:Very highCase summary
Discussion
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1 month ago
I self excluded my account forever back towards the end of November 2025 and I’m also on GameStop have been for past year . I have a major gambling problem and I managed to log into my stake and lost 380.27 euro. I can’t help myself with gambling I’m sick and If my account was self excluded for good I wouldn’t have had any problems. I have some emails and evidence to show.
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
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.
- Is your account currently blocked, or is it accessible to you?
- Have you unsubscribed from the casino's marketing communication? (newsletters, ads)
- Could you please share your original self-exclusion request or confirmation received from the casino at that time?
- Could you please advise when you were able to deposit and play in the casino? (time period)
- Have you asked the casino to refund you the deposited funds after your self-exclusion was supposed to be in effect? With what result?
- Any additional evidence can be shared as screenshots in the complaint thread or privately to my email at tomas@casino.guru
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
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1 month ago
Dear Bigboyash_77,
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.
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1 month ago
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
