MyStake Casino - Player's account practices deemed unethical and manipulative.

Subject: Complaint Regarding Mystake Casino - Unethical Practices and Responsible Gambling Failures

Dear Casino Guru Team,

I am writing to formally raise a complaint about Mystake Casino due to their unethical practices and failure to uphold responsible gambling standards. As someone who struggles with severe gambling addiction and has an active Gamstop ban, I am appalled by how Mystake Casino allowed me to deposit over £7,500 without conducting any responsible gambling checks.

Irresponsible Gambling Practices

Mystake Casino’s decision to accept my deposits despite my Gamstop registration shows a blatant disregard for responsible gambling obligations. Their lack of intervention or checks further fueled my addiction, putting me in a highly vulnerable position.

Rigged Games and Questionable Practices

Additionally, I have experienced numerous instances that suggest Mystake Casino rigs its games. While I understand gambling is a high-risk activity, my experience raises serious concerns about fairness:

1. Refunded Winning Bets: On one occasion, I placed a £28 bet on Mystake Roulette, including £5.60 on a single number. When my number came up, I expected a payout of £201.60. Instead, my bet was mysteriously refunded as if it never happened. This is clearly visible in my transaction history and gameplay screenshots. If this was an isolated incident, I might have dismissed it, but similar occurrences have happened multiple times.

2. Irregular Spins: Losing bets seem to proceed without issue, but winning bets either fail to register or are rolled back. This pattern suggests manipulation of outcomes in favor of the house.

I have attached screenshots of my gameplay history and chats with Mystake’s customer support for your reference. Despite raising these issues with their support team, their responses were dismissive, blaming "the system" and failing to address the seriousness of my concerns.

Resolution Requested

As a resolution, I would like Mystake Casino to refund me my net deposits as compensation for their negligence, failure to adhere to responsible gambling practices, and manipulation of games. Given the scale of the deposits made and the blatant unfairness I have encountered, I believe this is a reasonable request.

My Experience with Mystake Casino

After depositing significant amounts of money and getting close to breaking even, I can confidently say I have had no positive experiences with Mystake Casino. Their platform is unethical, exploitative, and entirely devoid of transparency.

I kindly request that Casino Guru investigate these issues and hold Mystake Casino accountable for their actions. No gambler should have to endure such manipulation and neglect of responsible gambling measures.

Thank you for your time and assistance in addressing this matter. I look forward to hearing from you soon.

Sincerely,

arb2035

Dear Arb2035,

Thank you very much for submitting your complaint. I’m sorry to hear about the serious issues you’ve faced with MyStake Casino.

To better assist you and help resolve this situation, I would like to ask a few questions to clarify some details:

• You mentioned having an active Gamstop registration. Please note that Gamstop is only effective for casinos licensed by the UK Gambling Commission (UKGC). MyStake Casino operates under a Curaçao Gaming Control Board license, which is why Gamstop's self-exclusion measures may not apply here.
• Did you inform MyStake Casino about your gambling addiction or your registration with Gamstop when you signed up or during your communication with their support team?
• Could you please share the screenshots of your gameplay history and the chat with their support team that you mentioned? This will help us understand the specifics of the issues and assist in resolving them.
• In regards to the refunded bets and irregular spins, can you provide any more examples or evidence of these occurrences? The more information we have, the better we can investigate these claims.

Please feel free to forward any relevant documents or communication to petronela.k@casino.guru so we can proceed with the investigation.

Your cooperation is crucial for us to proceed with this case. Without your input, we will not be able to fully assess the situation or engage with the casino effectively to resolve the matter.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Petronela,

Thank you for your response and for taking the time to assist me with my complaint against Mystake Casino. I have reviewed my account and, unfortunately, I am unable to access the full gameplay history as the account only displays the past 20 days’ activity. Since this incident occurred a few months ago, I can no longer retrieve further evidence from the casino’s platform.

As someone struggling with severe gambling addiction, I admit that I did not always think clearly or keep records during that period. However, I strongly believe that Mystake Casino should have recognized certain red flags in my gambling behavior and intervened. Despite depositing over £7,500, no responsible gambling checks were ever conducted. This neglect contributed to my losses and deepened my addiction.

After my funds were depleted, Mystake Casino even removed my ability to deposit via bank transfer and debit card. When I queried this, they claimed I had violated their terms and conditions, yet no specific violation was ever disclosed to me. I felt abandoned and targeted, which only worsened my depression after these events.

Thankfully, I am now in a more stable mental state to address this issue and seek accountability. I strongly believe that casinos operating under any license should prioritize responsible gambling measures and take action to protect vulnerable individuals like myself.

Thank you again for your understanding and support. I look forward to hearing from you soon.

Best regards,

arb2035

Dear Arb2035,

Thank you for sharing your situation with us and for your honesty about the challenges you’ve faced. We understand how difficult it must have been for you, and we commend you for taking steps toward addressing these issues.

Unfortunately, since the casino was not informed about your gambling problem at the time of your activity, we are unable to assist you with your complaint in this specific case. Most responsible gambling measures, including interventions, require players to self-disclose their issues for casinos to take action.

That said, we want to ensure you have access to tools that can help you protect yourself in the future. As part of our Global Self-Exclusion Initiative, we’ve partnered with BetBlocker, a UK-registered charity that provides a free service to support individuals worldwide.

BetBlocker is quick and easy to install on multiple devices and supports seven languages.

It blocks access to over 84,230 gambling websites and runs quietly in the background.

The service is anonymous and can help you manage your access to gambling safely, whether by completely restricting access or limiting it during vulnerable periods.

You can learn more about this initiative here:

Global Self-Exclusion Initiative

BetBlocker

Additionally, BetBlocker includes an option to block gambling information sites. If you choose this option, please ensure not to block access to Casino.Guru if you have ongoing complaints or need support from us in the future.

We hope these resources will help you regain control and create a safer environment for yourself moving forward. If there’s anything else we can do to support you, please don’t hesitate to let us know.

Wishing you strength and positivity on your journey.

Dear Arb2035,

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.