MyStake Casino - Player demands a refund of his deposits after failed self-exclusion.

Dear Team Santeda International/MyStake Team,

I am writing this note to bring to your notice and request for redressal of my open issues wrt to the online gambling/sports betting site – "Mystake.com", owned and operated by you i.e. Santeda International B.V. (registration number: 151296, registered address: Zuikertuintjeweg z/n, Zuikertuin Tower, Willemstad, Curacao), under the jurisdiction of the Government of Curacao. The aforementioned site is operating without an active license and is pending application with the GCB, represented by the IGA Team.  The said operator has engaged in several egregious actions related to deviation from Responsible Gambling Practices that have resulted in significant financial loss and emotional distress for me.

Despite my repeated attempts to resolve the matter directly with the support staff of Mystake.com as also my outreach to CEG, I have not received a satisfactory response or the return of my deposits, which total 55,795 Euros (transaction details attached), deposited between December 31, 2023, and January 11, 2024 to the said operator.

1. The said operator, Mystake.com, worked without an active gambling license at the time of the transactions [proof attached], thereby engaging in illegal gambling practices during the time of deposits [Dec 31 - Jan 11]. Since then, they have shifted to another offshore license while still operating from Curacao, even though this has expired and the operator is still pending application under GCB.

2. Violation of multiple policies under Responsible Gambling by failure to implement responsible gambling tools, such as honoring self-exclusion requests, stake limits, deposit limits, and loss limits, contrary to the claims made on the website.

3. Neglecting to honor requests for self-exclusion and allowing unabated deposits during this period [Self Exclusion Requested on Dec 29th 2023 with multiple reminders before and after any deposits, proof attached, but only processed on Jan 11th after all my deposits were made totalling EUR 55,795].

4. Allowing bets of exorbitant amounts without appropriate checks or stops, leading to substantial financial losses, despite requesting for self exclusion, exploiting the player’s issues with problem gambling without any verification (Verification completed only on Jan 6th when I tried to withdraw funds (rejected) and Deposits of upto EUR 36000 were already made without any verification)

5. Inappropriate and insensitive conduct by customer service representatives, including dismissive responses to serious concerns and encouragement of harmful actions which have had a serious impact on my mental health and financial well being.

These actions demonstrate a blatant disregard for legal and ethical standards, as well as a lack of consideration for the well-being of users. I am deeply troubled by the consequences of Mystake.com's actions on my financial stability and health. I have attached relevant documentation, including emails and proof of transactions, and self exclusion requests, for your review.

Dear Utkarsh,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem and understand your concern.

Please note that we at Casino Guru don't deal with issues related to licensing authorities and policies. However, we deal with complaints related to failed self-exclusion. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please forward me the original emails you sent to the casino when you requested to be self-excluded for the first time? My email address is veronika.l@casino.guru. Have you received any responses from the casino to these emails? If you have, please send them as well. Also, kindly include all the other communications and evidence that could be relevant to the investigation of your case.

Is your account currently blocked?

Have you passed the full KYC verification?

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

Best regards

Veronika

Hi Veronica, forwarded you the details. Thanks

Thank you for the message. Please send me the original email you sent to MyStake Casino from the date you requested to be self-excluded for the first time (29 December). Did you receive any reply from the casino back then? If you did, please forward it to me as well at veronika.l@casino.guru.

Thanks I have shared the mail with you. No reply, I sent multiple reminders, however I was excluded only on Jan 11th post all deposits.

Dear Utkarsh,

Thank you for your email. However, I need you to forward me the self-exclusion request from 29 December 2023 as an attachment. This can be done by following these simple steps:

1. On your computer, go to Gmail.
2. Select the emails that you want.
3. Click More. Forward as attachment.
4. In the "To" field, add recipient veronika.l@casino.guru.
5. Add a subject.
6. Write your message.
7. At the bottom, click Send.

Thank you in advance.

I have done that Veronica, Thanks.

I have received your emails, however, they do not meet the requirements I asked you for in my previous reply. I can't accept a copied text, I need the original email sent as an attachment. Please follow the steps I mentioned previously and send the self-exclusion request to me.

Dear Utkarsh,

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.