MyStake Casino - Player complains about lack of responsible gambling tools.

I have a gambling addiction, registered on gamstop since 2022 however have been playing on mystake.

They have taken all money never done a KYC or checked on me I have spent £3,000 in a week if not more. I wanted to self-exclude on it’s site but there is no chat or immediate functionality on their website through safari and I couldn’t stop.

I am requesting a full refund and the website should be taken down. It’s wrong to not have safer gambling tools easily accessible.

Dear Dopamine,

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

I checked the website and found the self-exclusion section with the following information: https://mystake.com/en/static/terms/selfexclusion

Self-Exclusion

 To assist our players in playing responsibly, we provide a selection of options:

Time out periods

Self-exclusion periods

24/7 Customer Support

Time Out Period

If you need a break from gambling, please contact our Customer Support team and ask them to temporarily close your account. The Account can be reopened prematurely in case of written request of the Player at Casino’s sole discretion. 

Self-Exclusion

In case the situation is more serious, the Player may request the self-exclusion for an extended period. You shall contact our customer support team via email and request the self-exclusion for a period of between 6 months and 5 years. In case the User does not specify the period for the self-exclusion, the Account will be closed for 6 months.

• Could you please advise if you requested a self-exclusion due to your gambling problems from the casino? Has the casino acted to block your account to protect you?

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

Good Morning,

I am on an iPhone on safari and there is no immediate self exclusion tool, please look properly only an email address. This is not 24/7 customer support or provide an immediate response’s. The self exclusion page doesn’t even give an email address!!! Or button to do it look…

I have contacted the casino and they have not shut the account, they also allowed me to cancel pending withdrawals and spent all the money and have had 0 contact from them.

they shouldn’t be allowed to trade in the UK and I feel there is no way to block sites like this from ruining lives.

I understand your frustration.

Could you please forward the email you sent to the casino to my email? My email is tomas@casino.guru

Could you please advise when exactly (date) you canceled your withdrawals and were allowed to play down your winnings?

Hi Tomas, done, I believe this was perhaps the 4th or 5th January 2024 I cannot get the exact date as they have blocked my account and now stopped responding to me.

Thanks for your message.

Please understand that support in casinos licensed in Curacao, might not be familiar with Gamstop organization, and it won't necessarily act to protect you from gambling if the only reason for blocking your account is registration on Gamstop.

Please allow me to explain the difference between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having 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,

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 (permanently).

The reason for my decision is xxx (gambling problems).

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the 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 tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Tomas I sent you evidence id asked them.

this is a really bad service aswell! Your sticking up for the casino.

i asked them to self exclude me they should have tools for this instantly

Thanks for your message.

I can see you mentioned a gambling problem in your email on the 9th and the casino responded and blocked your account.

Unfortunately, casinos not licensed under UKGC might have tools that function differently and might not follow up if you only inform them about a GamStop registration. From our point of view when you informed the casino of your gambling problem they closed your casino account to protect you from gambling on the 9th of January.

We can't ask the casino to refund you the funds based on the way you informed casino support.

Please let me know if I overlooked any information, otherwise, I'll close the complaint.

You’ve missed it entirely I asked the casino in decent time to block me yet they continued to let me gamble and take my funds.

I am sorry for not replying sooner.

You mentioned your casino account was blocked, could you please specify when it was blocked?

Tomas I emailed you to show I asked them to block me on 30th December this didn’t happen! Are you even reading emails and correspondence that YOU asked me for

I am under the impression there has been a misunderstanding. I apologize for causing frustration to you.

I can understand the casino didn't block your account as a result of your message made on the 30th of December. Has the casino blocked your account as a result of your further requests? If it did, when that was, please?

Dear Dopamine,

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.

It blocked my account the same day as the 2nd email was sent which I believe was the 9th like you said above (I don’t have the email intront of me.

it took them over 10 days to block my account and 2 email requests.

Thanks for the confirmation.

After considering the presented information we unfortunately cannot proceed with asking the casino for a refund due to the reasons explained above.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.