MyStake Casino - Player’s account reopened after closure and lost funds.

Hi there, I’m a Uk resident who is with Gamstop. I have a hard addiction and opened a Mystake account in november 2023 and have lost over 70,000 GBP since account opening. I’m about to lose my house and have already lost my family as well as friends I have stolen off. I understand the laws of Curacao, but the KYC side of things and safer gambling has not been remotely close to what you get from UK sites. I also have proof from Mystake that they closed the account in February 2024, but I was able to log back in and lose a further £30,000 ish pounds with the same log ins. I really need to get this money back and keep away from gambling if I am to regain strength ever again.

Dear Nasrin999,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Please understand that MyStake Casino operates with a license issued by Comoros. It is not licensed by UKGC which means that it does not have access to the GAMSTOP register. UKGC license is necessary only for those casinos that want to operate in the UK market (targeting the UK) but if the casino does not target the UK market with their commercials and their license authority allows it, they can accept UK players, they are just not protected by UKGC. 

Did you inform the casino about your gambling problem before depositing? Could you please forward me the account closure requests you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hi Kristina,

FYI, I have sent you what I have. I am only trying to claim for the transactions between supposed account closure to actual account closure.

I completely understand where you are coming from with this and in all honesty, it is only myself to blame! I lost over £40,000 in one night and felt very depressed. I asked constantly if there are any additional bonuses that I could get to enable me to play and this is also transcripted on their live chat, and mentioned my problem gambling and how much I lost. I did request a profit and loss from Mystake, but they are not obliged to give me this information I have been told.

I was told this wasn't possible and after stating how I am not in control, my account was closed. A few fays later, I got some more money in from work and wanted to gamble again, so I wrote to Mystake to reopen the account. I was told it was permanently closed and that I could not reopen it under any circumstances. In the meantime, I was able to sign up to Goldenbet, and a few days after that, I was able to play with the exact same credentials on Mystake despite being explicitly told that the account is permanently blocked. from Feb 2024-July 2024, I lost an additional £20,000 GBP (£19,974) to be exact which has cost me and my loved ones around me.

I feel that if I had not had access to this casino, my losses would certainly have been limited and I would not be in the position I am today.

I did not inform the casino about my problems before depositing in November. I informed them about losing £40,000 in one night and that I would like to self-exclude and permanently close my account in Feb 2024. I also asked multiple times to permanently remove live casino features & mini game features, as I had been quite successful with Soccer bets but ended up squandering on roulette after collecting my winnings. I was then able to log back in with the same e-mail, same name -it was like the account had never been closed. I did not violate terms & conditions by creating another gaming account. It was all the same details.

So please disregard the fact that I lost an additional £30,000 as per my first comment - I can now confirm the exact amount is £19,974.

Thank you for your reply, Nasrin999. Do I understand correctly that the dispute value is £19,974? Also, do I understand correctly that your account was closed, but you could access the same account later?

Hi Kristina, thanks for your reply. I hope you had a good weekend.

I can confirm the amount is £19,974, and I can confirm that I was categorically told the account was permanently closed and would not be reopened on the 17th of February this year. 2 days later I was able to log in using the same email and password..

I have also emailed you all relevant correspondence from Mystake confirming permanent closure of the account.

The response is completely the opposite/ the proof is there- they had confirmed permanent closure of the account and stated it would not be opened under any circumstances. Please kindly advise what I should do- they are evidently withholding evidence. I would also appreciate if my personal details could be kept confidential. Thanks

I apologize, but I haven't found any message(s) in your emails in which you clearly stated that you want to close your account because you have a gambling addiction. Could you please advise if you have such a message? If you do, please forward it to me. Thank you.

Hi Kristina, I stated I wanted to close the account on live chat due to my gambling problem. I have also mentioned on email to mystake that I wanted the account to be closed due to how much I have been losing, and on live chat it was stated I lost over £40,000 in one night. Does this not confirm a gambling problem?

Hi kristina, you will need to request this information from Mystakes live chat. I have tried and had success, as I have stated on there that I do have a problem after losing £40,000 in one night. Mystake have also confirmed permanent closure of my account in February via email mail, but their representative stated this was only a temporary 1 day block in their recent email. There is clearly miscommunication on their records.

Nasrin999, I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. Since your account has been closed, I can only recommend how to request self-exclusion properly in the future.

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 a 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)

This complaint will now be closed. 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.