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