The player from the United Kingdom had developed a gambling problem after losing £2,560 within weeks, making multiple deposits daily on the “chicken” game. Despite having had a gambling block on his card, the player had used SEPA for depositing. The player felt that the casino's game was designed against the customer's favor. We had attempted to assist the player by requesting additional information and extending the response time. However, due to the player's lack of response, we were unable to proceed with the investigation or provide potential solutions. The complaint was therefore rejected, but the player had the option to reopen it in the future.
MyStake Casino - Player claiming unfair game design and gambling problems.
Amount: £2,560
MyStake Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Hi there, I just wanted to ask if theres anything i can do about my loss of £2560 in a couple of weeks. I have been depositing multiple times £20-50 every day sometimes 10/15 times in less than an hour. Clearly I have developed a gambling problem, which happened through playing their game "chicken" its meant to be a chance game with 99% RTP, but it would just take all of my money. Everytime i would have a decent amount and increase my stake and lower the risk, I would instantly lose everything I got.
I played this game on one of their sister sites and one time i managed to get lucky and rack up £3000 from £20 but i lost it all (the start of my problem) and stopped for a while.
With mystake I never got anywhere close to that amount which is normal but I would rarely win anything even after spending loads of money. Which to me seems to be unfair.
I also have gambling block on my card but I managed to get around it as I was depositing through SEPA.
I just feel like Mystake and their games are designed to suck vulnerable people in and take their money, and not even check maybe that the customer is problem gambling.
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1 year ago
Dear Sam86,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.
- Did you specify in that request for how long you wish your account to be suspended and the reason why?
- Have you ever mentioned gambling problem when communicating with casino live chat?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Dear Sam86,
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 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
