MyStake Casino - Player's account has been closed without reason.

Hi, a player from the United Kingdom here. I have sever mental health issues and this affects the way for me to understand and make decisions. I come across mystake.com and was not aware the did not accept players or yes they promote but legally they should not. They did not take me through KYC as I did not have a chance to withdraw but they did accept all my funds £1,300. I have tried to reach out as they should refund my deposits to me due to my mental health and the way they have acted. I’ve done some research as someone has helped me. They don’t hold a valid license but they advertise they do from the CEG. I don’t want to go down ADR route as I would want to resolve with the casino first. I simply ask they return my funds as I am very poorly, have no food and soon loose my shelter/home. This having such a bad impact on my mental health severely, they also let me deposit this money in less than 24 hours but they advertise there staff are trained to notice this, each time I would deposit my balance would not be there, this resulted in depositing again. I have not slept in a whole week due to this situation and would like just resolve this. I would not go near any of this again and just let me get on with my life and they can get on with there’s,

I have also seen they are using merchants that are not linked to them. I’ve tried to reach out to these company’s as my stake does not respond to my complaint. They have said go to bank but bank can’t help. I have asked them to do the correct thing and do they want to receive a fine or bad reviews to treat a player with health issues. So I am asking if you can help me please. They have blocked my account with no explanation I think due to me complaining but not actually told me. I have all proof of deposits, emails, company’s details etc. please I am desperate and need your help.

regards

Dear Ashbee,

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. 

• Did you request self-exclusion from this online casino?
• Were there any funds left in your account at the time of the account block?
• Why did you not undergo verification?
• Could you please share your communication with the casino regarding the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hi Dominika,

no I haven’t asked the casino to exclude me.

No funds where left no

this was not asked of me to confirm or go through verification. I do feel this should have been done before depositing on the site. If they follow strict rules and a reputable business, you would not let someone deposit all of those funds without verification. Yeah of course I can share communication with you via email. I have only received a couple of responses to say that it’s been passed to the compliance team. But there has been no answer of why my account is blocked. I have expressed all my upset on this how it’s affecting me so bad. Mentally, physically and emotionally. I would like to just have this resolved and Mystake can get on with there business and I can get on with my life

Thanks

Hello Ashbee,

We would like to update you that due to Dominika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Dominika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Dominika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Ashbee, I'm afraid you are not eligible for deposit refunds as you did not request a self-exclusion.

Please request a self-exclusion at the casino and you can also request self-exclusion via Gamstop. Follow the instructions below:

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly 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 valid proof of such action.

Example:

Email subject: Self-exclusion

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 material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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."

Also, 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_87=true)

Do you require any further assistance? If so, do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Hi Dominika,

Why should I not receive my deposits back. They should not accept players. sorry I am confused here. Why should I request a self exclusion and this way I would not receive anything back at all.

i am registered with Gamstop but this would not prevent me from playing here as they clearing promote to pray on vulnerable people. It appears to me you are in the casinos side. They are not licensed. There is clear money laundering going on with all the evidence provided. Also when someone is vulnerable this is scandal. I don’t understand why they are such high rating as they do not follow practices and guidelines at all. So essentially you’re not pursuing my complaint even though it’s clear on what is going on here.

as you can appreciate why I’m so confused on why would you want me to go by your request. Please explain

Dear Ashbee,

Please understand, that the UKGC license is necessary only for those casinos that want to operate on the UK market (targeting the UK) but if the casino does not target the UK market with their commercials (do not offer GBP currency, bonuses for UK players, etc.) and their license authority allows it, they can accept UK players, they are just not protected by UKGC. 

Here is an example, that could help you better understand our standpoint: 

You are from the UK, and in the UK people drive on the left side of the road - that's the law. In my country, people drive on the right side of the road. But we are not building special roads for UK citizens because their laws say people should drive on the left side of the road. 

The same principle is applied for the UKGC license - you are working on the UK market; you need to follow UK law. But if you come to play in Curaçao licensed casino (by your free will and they are not targeting the UK market), you need to follow Curaçao laws. 

Unfortunately, in this case, we are not able to help you and you are not entitled to a deposit refund. I recommend conducting better research next time and playing only at casinos licensed by the UKGC.

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.