The player from the United Kingdom who had a gambling addiction had requested an account closure and deposit prevention, but the casino had not acted on the request, leading to the player losing a significant amount of money. The player had demanded a refund and alleged that the casino was non-responsive to emails. The player had provided a list of transactions made after his request, totalling £7636.90. He had also claimed to have lost an additional £650 in winnings, but was not as concerned about this amount. Despite having provided email proof of his self-exclusion request, the casino had denied receiving such an email. The player had then provided a video as evidence, but the quality had been low and it had not been possible to definitively determine if the email was sent. We had concluded that self-exclusion only applied once confirmed by the casino team, and since the player had not received any confirmation, he was not eligible for a refund. The player had been advised to file an official complaint with the casino's licensing authority.
MyStake Casino - Player's account hasn't been closed on request.
Amount: £8,286
MyStake Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Hello I have told them on the 4th of December to close my account and stop me doing any Deposits till they close my account as I have a gambling addiction. I have emailed them twice on the 4th of December. But they didn't answer me and didn't do what I wanted. I had written them that I'm scared that I will loose more money thats why I want them to close my account but they didn't and I lost a lot of money. I have emailed them that I want my money back but they not answering my emails. Stay away! AND I WANT MY MONEY BACK!!!
Dear Yasin1,
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 a gambling problem).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
That's exactly what I told them but they didn't do anything! I will send you the email.
Thank you for your email. Did you make any deposits after you requested to be self-excluded? If so, could you please specify the exact amounts and dates?
Hello I can send you each transactions proof if you like.
I made some transactions after my request which are following:
6th December: £49.95
6th December: £95.33
6th December: £301.94
7th December: £1003.06
7th December: £995.19
7th December: £995.55
7th December: £1194.66
8th December: 3001.22
= £7636.90 plus I had £650 in my winnings which I tried to withdraw but couldn't because I wasn't excluded and lost it but I really don't mind about the £650 because it wasn't in my bank account but if you like I can proof this too.
Thank you
Thank you very much, Yasin1, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dear Yasin1,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Hello Jozef,
The player requested account closure via email on December 12 which was done on the same day.
Before that, we have not received any such kind of request, even via live chat.
Yasin1, please show us the emails from December 4 you are referring to.
Regards,
Hello I have send Casino Guru the proof. They got it. If you like I can proof it too is not a problem at all. The email was sent on the 5th of December.
Dear MyStake Casino team,
this is a screenshot from the player's email, may I kindly ask you to react?
Hello Jozef,
We did not receive that email on December 5. Exactly the same text was sent to our support email on December 12. The proof the player sent is not valid. It could be easily edited.
We need to find another way to confirm the truth.
Best regards,
Are you kidding me? How should I eddit it? I have sent Casino Guru the email I even forwarded it, how can I edit it? You might be did it! But definetely not me! This is a joke you telling me something like this!
You need to fine another way to find the truth? This is a joke! Seriously it's a joke! You telling me a slander! It's a joke!
Dear Yasin1,
I am sorry about the situation, it is not difficult to prove this. Could you please send me the video showing the disputed email address, opening the sent folder, and displaying the email with the correct date?
Hey I attach you the video. I took the video with a different phone becayse I didn't know how else to do it. I hope this helps. Thank you
Is the video attached? I tried to donit but not 100% sure if it worked. Thank you
Dear Yasin1,
I have forwarded the evidence to the casino team, but the quality is quite low. Could you please provide us with a screen recording of opening the email app, accessing the send folder, and then opening the disputed email?
Hey I have sent you the screen recording video you wanted. Hope this helps now. Thank you
Dear Yasin1,
I reviewed those videos, and while there are some suspicions, it is not possible to definitively determine if the email was sent or not. However, I must clarify that self-exclusion only applies once the casino team confirms it. Since you did not receive any confirmation email, you could contact their 24/7 live chat support or try emailing them again. Therefore, this single email does not make you eligible for a refund. I sincerely apologize for the situation, but I am forced to reject your case.
You have every right not to agree with my decision. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
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