MyStake Casino - Player's account has been closed after self-exclusion.

I am writing to express my concern regarding a serious issue with the mystake platform. I have a gambling addiction and have previously self-excluded myself from their partner site, GoldenBet.

However, despite this self-exclusion, I have been allowed to continue betting on your site.

As you are aware, self-exclusion is a critical tool for individuals like myself to manage our gambling problems. By allowing me to continue gambling on the mystake platform, the company has failed to uphold the self-exclusion agreement, which has caused me significant harm.

I urged them to take immediate action by:

Closing my account on the mystake platform, which they have done.

Refunding any deposits/bets placed after the self-exclusion on GoldenBet was enforced. Obviously minus any withdrawn winnings. Still waiting for a response to this

Ensuring your systems properly link exclusions across all associated platforms.

I would appreciate confirmation that these steps have been taken and that mystake have addressed this oversight to prevent it from affecting others in the future.

Please treat this matter with the seriousness it deserves.

Dear deanmccarthy106,

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

I checked the casino's website and found this: https://goldenbet.com/eng/static/terms/selfexclusion

Self-Exclusion

In case the situation is more serious, the Player may request the self-exclusion for an extended period. You shall contact our customer support team via email and request the self-exclusion for a period of between 6 months and 5 years. In case the User does not specify the period for the self-exclusion, the Account will be closed for 6 months.

It can be difficult to determine whether a person’s gambling has become problematic though. If you have gambling related issues, please mention it while closing the account, so our staff will act responsibly. 

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

Unfortunately, nowhere it's specified the self-exclusion would extend to other brands.

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

• Do I understand correctly that MyStake Casino blocked your account shortly after you informed them about your gambling addiction?
• Could you please share the communication between you and MyStake Casino regarding the issue? My email is 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

Please see my responses below:

Do I understand correctly that MyStake Casino blocked your account shortly after you informed them about your gambling addiction? - That is correct, I've not had a formal response from them since sending the below email, however I have noticed my account on MyStake is now blocked.

Could you please share the communication between you and MyStake Casino regarding the issue? My email is tomas@casino.guru - Please see the below email sent to MyStake. They acted promptly by blocking the account but I've not had a response from them as yet.



Thanks for your reply.

Please note the casinos might not share a list of self-excluded persons and share it between brands. Usually, when it comes to Curacao-licensed casinos the player is required to request a self-exclusion due to gambling problems in every online casino separately. Otherwise, you won't be protected.

If you informed the casino and it proceeded to block you permanently, that is an action we would expect to happen. Only when such self-exclusion fails we believe the player is eligible for a refund.

Please let me know if there is any other information I overlooked, otherwise, I'll close the complaint.

Dear deanmccarthy106,

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.