MyStake Casino - Casino fails to enforce responsible gambling measures.

In the UK I signed up to GamStop being a problem gambler. Shortly after I relapsed when I found MyStake who would allow me to deposit and play.

From late September I started playing very frequently, depositing a lot of money in short time frames (minutes,hours).

I was never prompted by the casino or had any support "pop ups" to check in. They say the have specialist support that can identify problem gambling. But they didn't ever reach out to me and allows me to keep depositing ridiculous amounts and amount of times.

This month I reached out to support and asked them to put a time out/cooling off period on my account for 1 month. They then said this was granted and they I would not be able to access for a month. They lied to me and they didn't put this protection onto my account.

Which then allowed me to make several more deposits and lose even more money.

I then emailed costumer services and asked why they did not apply this block to my account as agreed. I told them I have a gambling addiction and needed it blocked. Furthermore they replied with no remorse as to why I was lied to. Instead saying they have closed my account and I would not be able to access it anymore.

THEY LIED AGAIN!

I could still deposit and play!

I have reached out to the support again, with no reply. I feel I am being taken advantage of, even after telling them I am a problem gambler and that I needed the block on my account. I am at my most vulnerable and there's nothing I can do even after seeking help from the online casino. It's very unfair that they can treat customers like this and lie to them.

Dear Rose96,

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. 

• Could you please help me establish a timeline of events by specifying when you requested a timeout and when you reached out to the casino support and mentioned your gambling problem?
• When was your account blocked due to these requests and when have you found out your account was open?
• Please send me your correspondence with the casino where you make requests for cooling off, account closure, and self-exclusion, and include responses you received from the casino. Please send these transcripts to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas.

I made the request for a cooling off period via their live chat. They should hold this conversation log, when they end the chat, I am not able to bring the conversation back up. This first request was made on the 16/11 or 17/11.

I will send you a screenshot of the emails now.

I have just checked again - my account is still not closed after being told by them twice that it is. So it's still not blocked!

Thankyou

I have forwarded the recent correspondence to you. They have still not closed my account even after stating that is is closed.

Thank you for your emails.

Could you please specify how much you were able to deposit after the casino informed you your account have been permanently closed?

Was your account closed since? Has the casino responded to your requests for a refund after their pledge to close your account?

Hi Tomas,

I deposited a further £200 since they told me they had permanently closed it. It is still not closed. The only reply I got was this screenshot attatched. Which to this day is still not closed.

Thanks

My account has still not been closed. I feel they are really taking advantage after everything I have told them. This is disgusting MyStake.

Thank you very much, Rose96, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thankyou!

Hi.

I have spoken to Mystake through live chat again today and screenshotted the whole conversation.

They have now blocked my account and I can not access it, but have failed to provide me with a reasonable refund of all deposits made from my first interaction with the support team addressing my gambling addiction and self exclusion needed. The manager stated the account was closed from my first requested but it was infact not, they are able to see my deposit history and see that it wasn't.

Please view the screenshots attatched.

After the last messages I sent, the page was refreshed and i could not log in again.

Dear Rose96,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Hello,

As we checked the user had two duplicate accounts. As she mentioned, he asked to close the account but we got the request via live chat from the second (unverified) account and closed it immediately on the 18th of November (we will provide you chat details via email). She then asked for the closure of the second one on November 30th, which was completed directly. 

Besides this, the player went against our rules and made duplicate accounts:



Kind regards,

Mystake

The second account that you claim was "unverified" was infact verified as I had made a withdrawal from it according to my bank statements.

Dear Rose96,

I am extending the timer by 7 days because I require additional time to review all the provided information.

Hi Jozef,

The first time I had ever requested a cooling off period or self exclusion, was when I was logged into my account and spoken to support team via live chat, so I can not provide this, MyStake please could you provide the transcript for this chat, including proof of deposits i was still being able to make after the support team confirmed my account had been closed for the requested period. (Which it hadn't)

Mystake have still never replied to my email to support team regarding all of this. I know they want me to give up but I will not!

Dear Rose96,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.