MyStake Casino - Player submits complaint against MyStake Casino.

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Dear Takeback1000,

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.

• Do I understand correctly that you have never requested a self exclusion from MyStake Casino stating the gambling problem as the reason, please?
• Am I assuming correctly that you do not posses any conversations with casino where your struggle with the gambling is clearly mentioned?
• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please advise when was the last time the casino allowed you to deposit?

Based on the situation you described, multiple red flags have been identified. I would like to discuss the details further once you have responded to my questions, as your answers could significantly influence our perspective.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Dear Katarina,

Thank you for your prompt response.

Please find below the clarifications you requested.

1. Did I ever request a self-exclusion from MyStake while mentioning a gambling problem?

Yes. I clearly informed the casino that I was a problem gambler.

In March, shortly after registering, I told them that gambling was harming my life and my daughter’s. At that time, my net losses were around €40,000, and I explicitly mentioned this in the same conversation. Unfortunately, I do not have a screenshot of that chat — it is one of the transcripts MyStake refuses to provide despite my GDPR request.

I also mentioned my gambling problem during several later chats up until 31 May.

Only then did the casino close my account immediately after I raised the issue again.

This demonstrates two essential points:

In March, when losses were still moderate relative to the final amount, they did not act, and allowed months of further deposits.

On 31 May, they finally acted — showing that they knew exactly what they should have done earlier.

2. Do I possess all conversations mentioning this?

No. I only have the conversations that I managed to screenshot, notably:

A full chat from 29 April, where I discussed my losses, my financial situation and the withdrawal limits.

The final chat from 31 May, after which the casino closed the account.

However, I do not have every conversation in which I reported my addiction because the casino:

deletes transcripts, and

refused to provide them under GDPR despite multiple formal requests.

The missing March chat is particularly important, as it proves that the casino allowed months of additional deposits despite an early warning.

3. Is my account blocked now?

Yes. It was closed immediately after my message on 31 May, where I again raised my gambling problem.

4. When was the last time the casino allowed me to deposit?

On 31 May, the same day the account was closed.

This means they continued allowing deposits up to the last minute, even though I had repeatedly signalled a gambling addiction.

The sequence is therefore:

March → first addiction disclosure → account stays open → deposits continue

End of May → addiction disclosed again → account suddenly closed

This inconsistency strongly suggests that MyStake knowingly allowed vulnerable play for months.

B. Arbitrary withdrawal limits

MyStake repeatedly blocked my attempts to withdraw large balances (often over €100,000), claiming fixed limits of:

€7,500/week

€15,000/month

However, on 29 April, they suddenly changed these limits to:

€30,000/week

€50,000/month

I also managed to withdraw €32,000, contradicting the previously stated fixed limits.

This shows the withdrawal policy was not contractual, not transparent and applied arbitrarily, which is incompatible with responsible gambling and consumer protection standards.

C. Crypto withdrawal limits were inconsistent

Crypto withdrawals typically do not have regulatory ceilings.

Yet MyStake still imposed restrictive caps, without explaining the criteria or rationale.

D. No AML or affordability checks

I deposited approximately €400,000 in under four months, using:

a French ID

a French IBAN

Visa/Mastercard

cryptocurrency

Despite this, the casino performed:

no source-of-funds verification,

no affordability assessment,

no cooling-off periods,

no deposit limits,

no intervention, despite multiple red flags.

This is extremely concerning from both AML and responsible gambling perspectives.

E. All transactions were clearly identifiable as French

Despite MyStake being blocked by the French regulator (ANJ), the casino:

accepted deposits from French bank cards,

paid withdrawals to a French IBAN,

verified my French passport.

This shows they knowingly allowed access from a prohibited jurisdiction while simultaneously failing to apply responsible gambling safeguards.

Thanks

Dear Takeback1000,

thank you for your reply.

Can you please confirm that the player's account balance was zero at the time of closure?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Looking forward to your reply.

Katarina

Dear Katarina,

Thank you for your message. I confirm that the account balance at the time of closure was €1.57. The account was closed (banned) immediately after I reiterated my gambling addiction.

I have forwarded all relevant communications with the casino, including chat transcripts and screenshots to the email address provided.

Kind regards,

Mohamed

Dear Takeback1000,

thank you for your reply and email.

According to the available evidence, your self-exclusion request was submitted on May 31st, and the casino closed your account on the same day.

Please note that in most casinos, self-exclusion requests are processed manually by the relevant departments. This procedure can require a certain amount of time to ensure that each request is handled correctly and with due care.

From our perspective, MyStake Casino acted promptly and restricted your account access within a reasonable timeframe. As such, the casino cannot be held responsible for any deposits made during the request-processing period.

We understand that you have attempted to self-exclude prior to this date. However, due to the lack of supporting evidence, we are unable to substantiate this claim or maintain a stronger position when mediating the matter with the casino.

We appreciate that this is not the outcome you were hoping for; however, without reliable proof, our ability to proceed further is unfortunately limited.

Additionally, you may contact the Curaçao Gaming Control Board to request an independent review of your case by emailing them directly to complaints@cga.cw. We also recommend reviewing our article on how to submit a complaint to a regulator, as it provides step-by-step guidance and outlines the information required to support your submission effectively.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Katarina