MyStake Casino - Player claims excessive losses due to the casino's failure to restrict access.

I subscribed to Mystake and won around €50.000 unfortunately I was unable to withdraw the amount because the casino has withdrawal limits to prevent players from withdrawing their winnings at once when they hit big. This offcourse in the hopes they will gamble it away again. Unfortunately winning that big and being unable to withdraw my winnings, I gambled my winnings away. As a result I tried to win back my the money I lost and deposited around €5000 more. trying to win back my losses had caused me to not be in control of my actions and my gambling.

After losing this amount a friend told me that it was illegal for Mystake to offer me services since i'm a dutch national and it is illegal for an online casino to offer services to a dutch national without a licence from the dutch authorities. I send an e-mail to mystake requesting a refund of the deposited amount since it was illegal for them to offer me their services and I mentioned that I was not in control of my gambling anymore which they could see by looking at my deposits which were getting more frequent and of higher amounts.

They told me that I would not get a refund and that the terms and conditions state that a player must determine whether or not they could use the site and that had used my deposit and would not get a refund.

I replied with the fact that the casino has a responsibility to protect their players if their gambling becomes out of control, which I told them it had. I got a reply that i would not get a refund and that the casino had acted responsibly and had closed my account. this was in august

Unfortunately I found out that I could still access my account and when I had saved some money I deposited several times again. from the moment my account should have been closed up until now I deposited and lost €1615,-

I emailed Mystake that with the request of a refund of this amount since it should not have been possible for me to deposit (and therefore lose) any money on their site. The response was that I never requested for my account to be closed and that the email telling me that mystake had acted respinsibly and had closed my account was meant for another player. (this offcourse is not true since that e-mail was a direct reply to my request for a refund.)

In summary I never should have been able to deposit after I got the e-mail telling me that my account would have been closed.

Can you help me get the money back that the casino took from me by taking advantage of me by not closing my acccount after I told them it was illegal to offer me services and that I was not in control of my gambling?

Dear bambam1993,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.

I checked your email exchange with Mystake support and asserted you were not in control of your gambling on the 24th of August.

Please allow me to ask you a few questions, so I can better understand the situation. 

• When have you made deposits of 1615 following the casino's response?
• Could you please send me the email from the casino denying the message was meant for you? My email is 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

Hello, here are the requested deposits I made. This total is €1615.

There are periods in which I did not gamble because I did not have any money left to gamble with. Fortunately I was capable to make sure I could pay my rent and other living expenses. But looking at the frequency of the deposits it shopuld be clear that I was not in control whenever I had money to spend other than my basic living expenses.

In advance thank you for taking the time to help me.

Thank you very much, bambam1993, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Thank you Tomas

I hope so Too.

kind regards

Hello bambam1993,

My name is Michal and I will be assisting you with your case. I am very sorry to hear about your negative experience with MyStake Casino.

I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MyStake Casino,

Could you possibly provide additional information regarding the player's account status, and explain to us why wasn't the player's account closed as per the e-mail from the casino support?

Thank you in advance.

Respectfully,

Michal

Hello,

We investigated that case, reviewed all the emails sent from the user and didn't detect anything regarding the gambling addiction problem until January when we closed the account due to that problem.

Michal, we will send you email details via email.

Kind regards

Hello Michael and casino support,

I would like to respond to the statement that the casino didn't detect anything regarding the gambling addiction problem until January. I will upload some bank statements of my deposits and withdrawals. As you can see the deposits are very frequent, and the withdrawals I made were almost deposited instantly again since I felt the need to keep gambling after I lost the money I had left in my account. you can also see the deposits geting larger and smaller at the end since I gambled away all my money, because I had no control over my gambling. This should have been a clear indication that I had a gambling problem. I also clearly stated this by e-mail to the casiono support on august 24.

And even if the casino made a wrong assumption about my gambling problem. I clearly cited the illegality of the casino offering services to me. Therefore alone my account should have been closed. Also as i've stated, casino support send me an e-mail on august 25 stating that they had acted responsibly (in a way confirming my gambling problem)and had closed my account, which offcourse did not happen. So I never should have been able to make any deposits after august 25 which offcourse I did because of my gambling problem.

because of my gambling problem I am now in debt because of the deposits I made after august 25. I'm glad that the account is now blocked and I can't gamble anymore and that I'm getting help from a psychologist for my gambling problem. But as I said I never should have been able to deposit the €1615 and get into debt since my account should have been closed as the casino support told me it was.

respectfully,

Bambam1993

Dear MyStake Casino,

I have not received any email from you. Please send everything regarding this case to michal.v@casino.guru

Hello,

We are investigating that issue and get back to you soon.

Kind regards

Dear MyStake Casino,

Could you give us an update regarding the situation? I still have not received any emails from you.

Hello Michal,

Our compliance team has communication with the player. They have already reached the agreement. Bambam1993 will also confirm when the case is closed.

Best regards,

Dear bambam1993,

Could you comment on the issue? Have you already reached an agreement with the casino? We will be waiting to hear from you.

Dear bambam1993,

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.

Dear Michal,

I have reached an agreement with the casino. I have signed the agreement they provided and I'll get a refund of €700,-. I'm waiting on the casino to tell me if the agreement I have signed is sufficient. When I hear back from the casino and they have made payment I will post another update.

Dear bambam1993,

We will be waiting to hear from you regarding this matter. Please keep us updated here in the thread.

Dear bambam1993,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.