MyStake Casino - Player is dissatisfied with the responsible gaming policies of the casino.

I am submitting this formal complaint against MyStake Casino due to severe violations of responsible gambling measures, failure to provide a full transaction history, and inadequate handling of my formal complaints.

1. Failure in Responsible Gambling Protocols: Between 25th September and 23rd October 2024, I deposited a total of £35,540 across 66 transactions. Over a span of six days alone, I deposited £17,573 in 23 separate transactions, which reflects a concerning pattern of high-frequency gambling. Despite these signs of problematic gambling, MyStake Casino did not intervene with any responsible gambling measures, such as affordability checks or warnings, as mandated by their Curaçao eGaming license.

2. Refusal to Provide Transaction Transparency: Before I closed my account on 2nd November 2024, I was only able to access a limited portion of my transaction history. After account closure, I requested a full transaction breakdown via email and live chat. However, MyStake Casino failed to provide this information, misleading me with claims that I could access it through my closed account, which was not the case.

3. Inadequate Complaint Handling: I submitted 11 emails to their compliance team, seeking resolution of these issues. However, the responses I received were evasive, failing to address the key concerns of transaction transparency and the responsible gambling failures. Instead, the responses mostly referred to internal refund policies, which were irrelevant to my complaint.

4. Escalation to Regulatory Authorities:

I have already submitted a formal complaint directly to the Curaçao eGaming Control Board (GCB), as this case highlights potential breaches of MyStake Casino’s licensing obligations. My complaint to the GCB focuses on their failure to implement responsible gambling protocols, provide transaction transparency, and handle complaints adequately, as required by Curaçao eGaming regulations.

4. Supporting Evidence:

Miscellaneous Bank Documentation: Confirming total deposits of £35,540.

Chain of Email Correspondence: Showing multiple unresolved requests to their compliance team, particularly to compliance manager Katherine Jones.

Live Chat Screenshots: Documenting my unsuccessful attempts to retrieve a full transaction history after account closure.

5. Requested Resolution: I am seeking a thorough investigation into MyStake Casino’s practices, focusing on their compliance with responsible gambling protocols and transparency requirements. Given the harm caused, I am requesting a refund of all deposits made during this period.

If necessary, I am able to provide the full transaction details, bank statements, and additional screenshots for further verification.

Thank you for your attention to this matter.

Dear Lex700,

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