MyStake Casino - Casino failed to respect player's request for permanent account closure.

I would like to make a complaint about mistakes responsible gambling. I asked for my account to be closed forever over 2 days ago as I lost 1000s. They have let me re open my account and deposit 1000s more, even when I asked for account closure. I have a gambling issue and this has made it worse as they did not block it forever like I asked

Dear Tinz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings MyStake Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@mystake.email (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

The problem is I asked for it to be closed they re opened it and by the sounds of it they do it alot with gamblers. They shouldn't even be operating in the UK which is a farce. And your promoting them

Hi Tinz,

Hello Tinz,

Based on the forwarded screenshots of your communication with the casino, it seems that on April 25th, you requested to have your account permanently blocked due to feeling unlucky in this specific casino (no mention of a gambling issue was made). The casino then asked you to specify the reason for the block. Later, you requested to have your account reopened. Since you hadn't mentioned a gambling problem previously, the casino proceeded to reopen your account. However, upon your complaint about the account being reopened, the casino blocked it once again, considering it a potential sign of a gambling issue. This action was taken as a preventive measure, even though you hadn't directly mentioned a gambling problem.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Additionally, I want to emphasize that we do not promote this casino. We are simply a comprehensive database of online casinos, with over 5,000 gambling establishments listed in our database.

Dear Tinz,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.