MyStake Casino - Player claims casino failed to protect vulnerable person.

FAILURE TO PROTECT AVULNERABLE PERSON

I was allowed to lose £7287GBP with no relevant intervention by (MY STAKE CASINO), including enquiries into where the money was coming from.

In addition; multiple deposits in short period of time,chasing losses and betting through the night.

In summary, I’ve shown many traits of an acute gambling disorder and (MY STAKE CASINO) did nothing to protect a vulnerable person.all the money was lost within a 24hr period the bulk of which being within a few hours,I believe the casino to have failed on many levels,failing KYC,AML.

I've reached out several times to the customer service team/compliance team,issuing a formal complaint letter but have been unsuccessful in trying to reach an amicable solution.

Dear Clintgl,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the challenges you’ve encountered.

At Casino.Guru, we are staunch advocates of responsible gambling practices, and we firmly believe that casinos must adhere to high standards to ensure the well-being of their players. The details you’ve shared highlight a troubling pattern of high-frequency deposits over a relatively short period. While we understand your concern about the casino not intervening or conducting affordability checks, our ability to assist players with financial restitution is limited to specific scenarios. In cases where a player formally requests self-exclusion due to gambling addiction and the casino fails to act, we investigate to ensure accountability. However, situations where red flags, such as high deposits, are not acted upon fall into a grey area that often depends on the casino's policies and licensing authority.

We absolutely share your perspective that gambling operators should take proactive steps when such patterns emerge, and we believe this to be an essential aspect of responsible gambling protocols. However, enforcing these standards falls under the jurisdiction of regulatory bodies or the relevant licensing authorities.

• Therefore, could you please specify if you requested to be self-excluded from the casino due to gambling addiction before you placed your deposits?

I hope we will be able to help you resolve this issue as soon as possible.

Best regards,

Veronika