MyStake Casino - Player's account has been closed, but she reopened it.

I self-excluded and permanently closed my account with Mystake on June 14, 2023, due to a gambling addiction, which they confirmed by email this was done and I could no longer log in. Despite this, I have been able to open a new account with the same details (only my email and username were different). This is a clear failure to uphold their self-exclusion policy. I request a refund of my deposits, as they have not protected me as promised.

I used the same full name, address, phone number and bank card to open my new account, Only detail that was different was the email and username (which were also almost identical) Despite this, MyStake were unable to detect that I was a former user until I contacted them to shut my second account down.

I reached out to Mystake via email, and they assured me that someone from their compliance team would contact me, but that never happened. I also attempted to use their live chat, only to be told they couldn’t assist me. I'm now turning to CasinoGuru for help, as I feel that Mystake has taken advantage of me, and their failures are evident. I'm more than willing to provide any proof needed to support my case.

Hello EDDA,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your first account was ever verified in the casino? Can you please forward the self-exclusion request and confirmation to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Yes, my first account was fully verified allowing me to deposit and withdraw without any issues. I forwarded the email to you with what I sent to Mystake where I outlined my gambling problem which led to them banning me from the platform the first time. Although I had other interactions via live chat confirming this, I can no longer access that information.

I reached out to the casino's live chat to complain about the second account I opened (which is also fully verified) using the same details.

I was in an email thread with them starting from 03/08/24, but they never responded when I raised concerns about being able to open a second account after I had clearly self excluded due to my gambling addiction.

Let me know if you need anything else.

Dear EDDA,

Can you please forward the initial self-exclusion request from June 14th 2023 to nikolas.b@casino.guru?

Hi Nick,

I forwarded this on 15/08/24.

Let me know if you need anything else.

Dear EDDA,

Thank you for the e-mail. However, your request does not include mentioning gambling addiction or issues therefore it was understood by the casino as a simple account block. Was your first account ever closed?

Yes, while the first account was blocked, the second one remained active when I sent an email on January 24, 2024. In that email, I clearly outlined my struggle with addiction multiple times. I forwarded this email thread to you on August 11, 2024.

Dear EDDA,

I can see the 2 mails you forwarded but you actually did not provide evidence of requesting a self-exclusion from June 2023.

Dear EDDA,

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.

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.