MyStake Casino - Player is struggling with self-exclusion in the casino.

I have been severely taken advantage of from myStake. I have had 3 separate accounts with them and have self excluded from them all, one with my telling them I am losing too much money. I have used the same KYC information on all accounts and yet I have still been able to gamble. I am now stuck with 0 money, 0 means of getting money and in a very bad mental state. Attached are some photos of chats, emails etc which show my issues.

Dear CC1021,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you received any response to your request for a refund communicated to the live chat support?
• Have you informed the casino about any gambling problem or addiction before making a refund request from any used email address?
• If there is additional communication you wish to share please do so in the complaint thread in the form of screenshots, or alternatively send me the information to my email at tomas@casino.guru

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

Best regards,

Tomas

Hello,

Yes, they have informed me that they will not be moving forward with a refund. They had knew about my problems previously and like I added, used the exact same KYC documents but allowed me to gamble again.

Thanks for your reply.

Kindly forward the relevant communication between you and support to my email tomas@casino.guru

Please include any proof the casino knew about your gambling issues, such as an acknowledgment from support or a self-exclusion request sent previously that was addressed.

I'll await your response.

I have sent emails regarding this

Thanks for your email.

I reviewed your requests and they seem to be requests for a simple account closure.

If you haven't informed the casino about a gambling problem, unfortunately, player protection doesn't apply to you in this situation.

We believe online casinos should protect you after you inform them about a gambling problem, which didn't happen according to the presented evidence. As such we can't compel the casino to reevaluate its decision to deny a refund.

Please check a few resources if you are still struggling with controlling your gambling:

As a UK-residing player, your first option is registering on GAMSTOP https://www.gamstop.co.uk The scheme is mandatory for online operators operating under UKGC. Operators are obligated to block you based on the provided personal information during registration.

For online casinos outside of UKGC license, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. 

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link https://casino.guru/problem-gambling-help-centers#cnt_33=true

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here https://casino.guru/global-self-exclusion-initiative and about BetBlocker here https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Please let me know if there are any circumstances I might have overlooked, otherwise your complaint will be closed.

Dear CC1021,

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.

Dear CC1021,

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.