HomeComplaintsMyStake Casino - Player faces issues with self-exclusion and account activity.

MyStake Casino - Player faces issues with self-exclusion and account activity.

Amount: £477

MyStake Casino
Submitted: 17 Dec 2024
Case opened Current status

Waiting for Casino Guru to reply

3d 19h 50m 35s

Case summary

The player from the United Kingdom has self-excluded but continues to receive advertisements from MyStake, which allowed deposits and did not honor the exclusion. This has resulted in significant financial distress during a critical time.

Public
Public

I had signed up to a self exclusion service, I was still advertised MyStake as a non excludable casino. Deposits were still allowed, money was still taken.


This has left me in a dier financial situation, in the most expensive time of the calendar year. I am unsure what to do. Its left me in a big big struggle.

Public
Public

Dear lburb27,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MysStake Casino.

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner or from a self-exclusion service will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from xxx Casino directly?

Looking forward to hearing from you.

Best regards,

Nick




Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

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Waiting for approval
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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