MyStake Casino - Player’s account has been reopened against closure request.

Hi Casino Guru,

I signed up to MyStake at the start to mid 2021 while being on a ban with GamStop. By December 2021 and after losing a fair amount of money I asked MyStake to close my account permanently through email. I then had an email back to confirm my account was closed.

Sometime later (around a year) after closing my account and failing to reopen with other sports books not on Gamstop (FreshBet, LuckyPlays, InstantCasino) after asking for permanent closure, I contacted MyStake, who without hesitation reopened my account, ignoring my wishes sent in my email asking for permanent account closure.

I didn’t deposit as soon as asking for my MyStake account to be re opened as I was still in good control of my gambling. However largely due to MyStake and the temptation being there, in October 2024 I completely relapsed and over the course of a few weeks I deposited around £350 in a flurry of deposits.

With my Gamstop ban and 99% of offshore sports books not on Gamstop respecting players wishes when asking for permanent account closure, MyStake is the only casino that overrides such a serious request which is causing great amount of street for a gambling addict like me.

I would like my deposits refunded since after asking for my MyStake account to be permanently closed which equals around £350 deposited over a 2-3 week spell as if they respected my wishes of permanent account closure, I should never have been able to deposit.

I did contact MyStake who told me it was passed onto there complaints team but over a week later I’ve heard nothing back. I’ve emailed to chase up but get no reply.

They are not interested in protecting there players at all and them letting me deposit after asking for permanent account closure has caused untold grief as my mental health wasn’t the best before making these deposits after account closure.

Please any help retrieving my deposits after the date of asking for permanent account closure would be most helpful.

Attached is the email asking for permanent account closure and the reply from MyStake.

Regards

Ravi

Dear Ravi91,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Did you inform the casino about your gambling problem in the past? If you did, please forward this message to kristina.s@casino.guru.

Also, do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Hi Kristina,

thanks very much for your reply.

No, that was my only communication. On the self exclusion page on MyStake it says I could request a time out period with a temporary closure. For self exclusion and it being a more serious problem, it says it can be between 6 months and 5 years.

I thought with my specific use of the word permanent rather than temporary or between 6 months and 5 years it would be clear that I wanted the account closed permanently and banned passed 5 years and beyond rather than only 5 years maximum.

No, I currently don’t have access. Once I realised I was slipping back into bad habits of gambling none stop for days I again requested my account to be permanently closed around a week or two ago.

kind regards

Ravi