MyStake Casino - Player is requesting a full deposit refund.

Hello

I had an account at the MyStake Casino, as I developped a ganbling issue, I requested a self-exclusion because of the gambling issue, this was performed. However, a few days after that I was able to create a new account with the same name/last name and also was able to deposit money from the same credit card I used on the self-excluded account. Latest by then they should have noticed beside that my personal information was identical. According to their license they must take gambling issues seriously. I have the transscript where they confirmed that they self-excluded me based on my gambling issue. But I cannot upload the pdf here on the GuruSite, but I can send you by e-mail.

Therefore I request a refund of all the money (4'866.83 EUR) which was deposited on the 2nd account, as it never should have been possible to create one &they clearly didn't care about the self-exclusion and hindering myself to gamble on their site.

I file this complaint through you as I think the chances are better, compared to contacting them directly

Any questions let me know.

Thanks a lot in advance

Dear Audi_RS5,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what was the reason you have closed your first account? Have you used the same credentials to register your second account? Was your first account successfully verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Petronela

Thank you for the quick feedback!

Yes my first account was verified. As mentioned, I have closed the first one informing them that I have a gambling issue and they should please close my account. Which they did, but I was able to create a new account just with a different e-mail adress, the rest was identical, also I used the same credit card for most of the deposits, latest by then they should have noticed, although they should already have when I created the new one with the same personal info/credentials.

I don't have the initial transcript where I asked for the self-exclusion, however I have the transcript where they confirm that it was the way I described it. I will send you now by e-mail as I'm not able to upload it here.

Thanks a lot for your support.

Thank you very much, Audi_RS5, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hallo Jozef

Ich wollte mal nachfragen, ob es was neues zu meinem Fall gibt? Danke!

Hi Audi_RS5,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello,

As we have checked, the user has created his first account on 28-05-2022, the account was verified and then closed per user's request on 07-06-2022. The second account was created on 11-09-2022, due to heavy traffic we can't check every account, since it's opened. Please consider that we require a KYC procedure to reduce the risk of identity theft, money laundering, financial fraud, and the financing of criminal organizations. This process is taken very seriously. It is necessary to ensure that you are the legitimate person to whom we transfer money. When user tried to verify his account,we noticed duplicate accounts. Due to our proper department decision, the user was able to withdraw his money and after this, the account was closed.

Best regards,

Sehr geehrtes MyStake Casino

Bei der Auszahlung handelte es sich, um ein drittes Konto. Beim dritten Konto ist es korrekt, was sie sagen. Ich hatte einen Gewinn, der knapp alle Einzahlungen vom dritten Account gedeckt hat, das Geld wurde mir auch ausgezahlt. Das ist für mich auch okay und erledigt.

Hier geht es aber um den zweiten Account, (BMW535F10) und das zeigt doch, dass sie den Spielerschutz bei Spielern mit einem Suchtproblem gar nicht ernstnehmen. Die Verifizierung neuer Accounts sollte im Vorfeld stattfinden und nicht erst bei Auszahlungen.

Trotz meiner Selbstsperre mit Begründung dass ich spielsüchtig bin, war es mir ohne weiteres möglich zwei neue Accounts zu erstellen, Geld einzuzahlen und weiterzuspielen.

Im Grunde ist es also fair zu sagen, dass der Anbieter MyStake absolut nichts dafür hat, dass ein problematischer Spieler zu irgendeinem Zeitpunkt nach seinem Selbstausschluss ein neues Konto mit identischen persönlichen Daten erstellen kann. Dies würde jeden Selbstausschlussmechanismus von ihrer Website völlig nutzlos machen.

Ich halte diese Richtlinie für völlig inakzeptabel und entzieht sich ihrer Verantwortung gemäß ihren eigenen Verfahren und Richtlinien für Lizenzinhaber.

Deshalb fordere ich eine Rückerstattung aller Einzahlungen auf den zweiten Account, da es mir nie hätte möglich sein soll diesen zur Eröffnen. Beim Selbstausschluss habe ich klargemacht das ich ein Spielproblem habe.

Dear MyStake Casino team,

thank you very much for your cooperation. May I kindly ask you to specify the differences between the player's accounts? Has he used the same username, email and phone number?

Hallo Jozef

Vor- und Nachname waren jeweils gleich, nur die E-Mailadresse war anders. Nach einer Telefonnummer wurde nicht gefragt.

Hello,

As we have checked, the user has multi accounts, and he was trying to use only no deposit bonus. That is the reason the account was blocked.

Best regards,

Hallo Jozef

Das entspricht nicht der Wahrheit. Ich war es ja der die ersten beiden Konten aufgrund von Spielsucht sperren liess. Der Chatscript bestätigt dies auch.

Das Casino versucht offensichtlich den Fall mit falschen Begründungen zu schliessen. Es ging nie um einen Bonus.

Wieso würde ich mich selbst aufgrund von Spielsucht sperren lassen um dann neue Accounts wegen eines Bonus zu eröffnen, das ist Schwachsinn.

Dear MyStake Casinot team,

thank you very much for your cooperation. After long examination of the case, we have a conclusion. If it is correct and player did use everything identical, just different email address, then we consider your player protection as insufficient. Any player with gambling problem and banned account can easily return by the time, use just different email (even by the coincidence since each of us can change email), and it is quite easy to bypass your system, play and loose at your casino. Adding a date of birth in registration form, and then monitoring the players that have same name and birthday would quite improve this process. Please, could you reevaluate your position, or is this your final decision? The player has clearly pointed out a gap in your responsible gambling protection, and I believe he deserves composition for the current situation.

Hello Jozef, 

According to our T&Cs, only one account is allowed per person. ''Any returns, winnings, or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account.'' Any user knows that making duplicate accounts is not accepted by any casino. 

We even let the player withdraw winnings from the second account since we detected during verification process that he was addicted to gambling. After that of course, the account got permanently blocked. 

As it turns out, he also had the third account that is still unverified. Our system automatically detects duplicate accounts once verification is complete. 

We understand that gambling addiction can be severe; that's why we block the accounts immediately after a player informs us of it. However, we can't check each account individually and verify whether it's duplicate or not. That's one of the reasons why the verification process exists. 

I understand your point, Jozef, however, we take full responsibility to block such users once we find out that he/she is gambling-addicted. On the other hand, the player must also act according to our policy and never open a new account without our consent. 

Please take into consideration all the details and circumstances. 

Best regards, 

Hallo Jozef

Die Darstellung stimmt nicht ganz. Beim ersten Konto hatte ich Gewinne und Verluste und eine Auszahlung. Danach Selbstsperre.

Zweites Konto eröffnet nach einuger Zeit, nur Verluste und wieder Selbstsperre.

Drittes Konto Gewinne und Verluste waren +/- 0, der Gewinn wurde mir auch ausbezahlt, erst dort haben Sie gemerkt, dass es nicht mein erstes Konto war. Das dritte Konto wurde dann von MyStake gesperrt.

Hätte ich beim dritten Konto keine Auszahlung angefragt, hätte ich unendlich so weitermachen können, trotz doppelter Selbstsperre, ein viertes und fünftes Konto eröffnen, dass kann einfach nicht sein. Der Spielerschutz insbesondere für Spielsüchtige ist einfach nicht vorhanden.

Dear Audi_RS5,

I am very sorry about the situation, but since the casino team has made their final decision, our resolution has reached its possible end. As I have already mentioned in my previous message, we believe the casino's protection of self-excluded players could have been improved, so it would not be so easy to repeatedly get into the casino. Concluding the information above, I am forced to close this case as 'unresolved'. Be aware that this complaint will negatively affect the casino reputation on our site. I would usually recommend reaching the licensing authority, however, since the casino behaved correctly according to their T&Cs, there is small chance that the regulator will take your side.

Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Audi_RS5,

I was informed by the casino team that you have reached an agreement. Can you please confirm?

Dear Jozef

That's right Mystake offered to reimburse me a partial amount (25%~)

I kindly ask you to keep the case open until I have been deposited.

Thanks

Hello,

We have already credited the funds to the user's account and now he can withdraw it.

Kind regards

Dear Audi_RS5,

please, let me know once you receive it.

Hello,

We have already paid that amount.

Ich musste das Geld via Skrill abheben, da Mystake ohne Angabe von Begründungen keinen Banktransfer bietet, obwohl es die Option gibt, jedoch kommt eine Fehlermeldung. Stattdessen wollte MyStake, dass ich das Geld via Krypto auszahle, was ich nicht habe. Durch die Auszahlung via Skrill habe ich 60 EUR verloren durch den sehr schlechten Wechselkurs zu CHF.

Für mich ist das Thema erledigt, aber ich rate jedem einzelnen davon ab bei MyStake ein Konto zu eröffnen, ich bin froh, dass ich nichts mehr am Hut mit dieser Firma habe.

@Jozef, besten Dank für den Support, ich weiss es sehr zu schätzen, ich konnte wenigstens einen Teil zurückerhalten, frohe Weihnachten und alles Gute für die Zukunft.

Dear Audi_RS5,

We're glad to hear that your issue has at least partially been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, Jozef