HomeComplaintsMyStake Casino - Player is struggling with self-exclusion process.

MyStake Casino - Player is struggling with self-exclusion process.

Amount: $1,000,000 ARS

MyStake Casino
Safety Index:High
Submitted: 05 Feb 2024 | Case closed : 20 Feb 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

8 months ago

The player from Argentina wants to self-exclude and inquire about the refund process in the casino but doesn't know how to proceed.

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9 months ago
Translation

I would like to request self-exclusion and inquire about the process for requesting a refund.

But I don't know how to proceed.

Automatic translation:
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9 months ago

Dear cevillacarla1255,

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.


Example:


Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:


"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."


Please note that we cannot process refunds for deposits lost before you requested self-exclusion due to gambling addiction.

Best regards

Veronika

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9 months ago

Dear cevillacarla1255,

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.

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8 months ago

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.

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