MyStake Casino - Player's self-exclusion request was ignored.

I requested self exclusion on the 23rd of January by following the instructions on the website and emailing customer services and highlighted this was due to a gambling addiction and mental health issues. The request was ignored and I was able to deposit more money on the 18th and 19th of February.

I tried speaking to customer services and was repeatedly cut off from the live chat before I had chance to highlight the issues and I also highlighted some issues regarding kyc checks as no verifications were done which they said were not needed.

I requesting a refund of all deposits made on the 18th and 19th of February. I have had to seek help from this site due to the customer service team not helping at all on the online chat and my previous email being ignored on the 23rd of January.

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Dear P67506,

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 me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hi Veronika.

Thank you for your response - I sent the screen shots of the chats I managed to catch (before I was repeatedly cut off yesterday) and forward on the email which was sent on the 23/01.

Thanks

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

Dear P67506,

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,

Veronika