MyStake Casino - Player's account was blocked.

Dear Guru Casino Team,

I am writing to address an issue I recently encountered with the online casino My Stake. I had initially opened an account with MyStake, but later decided to close it and impose a self-exclusion. However, I was able to re-register with the platform, which I believe indicates a big failure in the player protection system. I was able to create multiple account with same informations, only the email adress had to be different.

I deposited 324 euros on the new account and won €4,906.50. Unfortunately, my account was subsequently blocked, and I was informed that I would only receive €192. This decision appears to be based on the fact that I had reopened an account after self-exclusion.

I want to emphasize that it is the casino's responsibility to ensure the proper functioning of its player protection systems, including self-exclusion measures. The fact that I was able to re-register and deposit funds suggests a deficiency in the system. As a result, I request your help to recover my winnings.

If we cannot reach an amicable resolution to this issue, I will be forced to escalate the matter to your licensing authority, Curaçao eGaming, and potentially seek legal action. I hope we can resolve this matter promptly and fairly.

I look forward to your response and a resolution to this issue.

Sincerely,

Tanguy FALLARD 

Dear tagalours,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• When exactly did you request the self-exclusion in the casino and when did you open a new account?
• How did the casino inform you about your account being blocked?
• Did the casino explain why they won't be returning all of your deposits?

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

I feel compelled to share my recent experience with MyStake Casino, in the hope that it may serve as a warning to others who may encounter similar issues. I have been dealing with an unresolved account issue, the withdrawal of my winnings, and have discovered serious violations of Curaçao eGaming regulations by the casino.

After two self exclusion( the last one, 2 weeks ago ) I was able to open an account again and my issue began when I tried to withdraw my winnings, amounting to €4,712.07, from my MyStake Casino account. Despite following the casino's guidelines and procedures, my withdrawal request was met with delays and ultimately ignored. My account is blocked and I have made numerous attempts to contact their Compliance Manager, seeking a resolution to this matter, but have received no response so the casino explain nothing.

As I delved deeper into the situation, I discovered that MyStake Casino has been actively encouraging French players to use their platform through the use of mirror links, which allow access without a VPN. This practice is in direct violation of their Curaçao eGaming license and constitutes a serious offense.

Despite presenting this information to MyStake Casino and offering them the opportunity to resolve this matter amicably by returning my winnings and allowing me to withdraw them, they have remained unresponsive. I have given them several opportunities to address these issues, but they have failed to do so. Consequently, I am now left with no choice but to initiate legal proceedings.

My experience with MyStake Casino has been incredibly disheartening and frustrating, and I believe it is essential to share this information with fellow players to raise awareness about these serious issues. I urge anyone who has experienced similar problems with MyStake Casino to come forward and share their stories, so that together we can hold them accountable and prevent others from falling victim to the same unfair treatment.

Thank you for taking the time to read about my experience.

I understand your point, tagalours.

Could you please forward supporting evidence about your self-exclusion in the casino, such as your original self-exclusion request or confirmation from the casino about your account being self-excluded to my email at tomas@casino.guru? Please include any communication (chat transcripts, emails) between you and the casino as well.

Hello Tomas,

I've sent you an email.

Kind regards

Tagalours

Thank you very much, tagalours, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear tagalours,

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,

First of all, we would like to mention the following: by registering an account on the website, the customer, hereafter "TAGALOURS" confirmed his consent to the Terms & Conditions and Privacy Policy which our website provides to our customers. (T&C Article 1). According to the T&Cs of the website article 9. (use of player account) only one Account is allowed per person, household or IP address. Creating multiple Player Accounts by a single Player can lead to the termination of all such Accounts. Any returns, winnings or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us.

The user's account was closed after confirming the connection of the account with the already existing account, therefore according to the higher-mentioned rule from the T&Cs of the website, the Article 9 winning amount was deducted from the user's balance and only the existing balance can be withdrawn.

kind regards,

Mystake

Dear tagalours,

I am very sorry about the situation you have to experience. I can confirm that the protection for self-excluded players in MyStake Casino is not complete. The casino team is aware of this issue due to previous cases, yet no action has been taken to improve it. Merely relying on email protection is not enough.

Unfortunately, I believe you are not entitled to receive your winnings, but only a refund of deposits made in the second account. As you were not supposed to be allowed to play, your winnings cannot be considered legitimate. However, you are entitled to a refund of all your deposits made in the second account, regardless of whether you won or lost.

You have a full right not to agree with my decision. Alternatively, you may choose to lodge an official complaint with the casino's licensing authority. While I do have concerns that their decision may align with the casino's stance, I am more than willing to assist you with the process. Kindly let me know what your next course of action will be. Meanwhile, I just have one question for the casino team.

Dear My Stake Casino team,

I appreciate your cooperation in this matter. Could you please clarify why the player only received 192EUR and not the full amount of his deposited funds in the second account?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello t@agalours,

The remaining balance has been credited to your account, and you may now request a withdrawal. It indicates that you can withdraw the entirety of your deposits.

Kind regards,

Mystake team

Dear tagalours,

may I kindly ask you to react?

Hello Jozef,

Yes it's ok i have withdrawal all my deposits.

Thanks for your help

Tagalours

Dear tagalours,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the player’s request since he contacted us that his dispute with MyStake Casino is not fully resolved.

Dear Casino Guru,

I am writing to you seeking assistance regarding a complex issue I am facing with the online gaming platform, MyStake.

I recently discovered, based on MyStake's General Terms and Conditions, that I had initiated a self-exclusion process before creating my current account. My account's username is Taffallours, and the ID of my first account was Tanguy97.

As per these terms and conditions, I believe I am entitled to claim a refund of all deposits made on this new account, minus a 20% deduction. I approached MyStake's support team via email to highlight this issue and requested them to review the situation and process my refund.

However, I received a reply from the Compliance Manager stating that I have breached the Terms & Conditions of the website, therefore my request will not be processed. I find this decision to be unjust as my claims are based on the self-exclusion provisions in their own Terms & Conditions.

To complicate matters further, the email address associated with my account is varech.cheminee-0d@icloud.com, to which I no longer have access. Hence, I requested them to send any further correspondence to my current email address. This request was also overlooked.

Given these circumstances, I am at a loss on how to proceed. I believe MyStake is not abiding by their own Terms & Conditions and their decision is unfair. I need your help to address this issue and ensure the platform upholds its obligations as per the terms and conditions.

I am attaching a copy of my correspondence with MyStake for your reference.

Thank you for your attention to this matter. I sincerely appreciate your assistance in resolving this issue.

Best regards,

Tagalours

Dear MyStake Casino team.

Thank you very much for your cooperation in this case. May I kindly ask you to react?

Hello @tagalours,

We checked these accounts and there aren't any data on which we can rely, non of them are verified accounts so according to it, it's hard to predict who belonged to the mentioned accounts.

Kind regards,

****

Dear ****,

I am writing to follow up on our recent discussion concerning the misidentification of multiple linked accounts. I appreciate your swift response; however, I find some discrepancies in your communication that need to be addressed.

Contrary to your claim, evidence was presented to Curaçao Egaming during my complaint procedure, showing multiple linked accounts associated with my name. These were purportedly used as grounds to withhold my winnings. I have documented evidence, including screenshots of your administrative panel, which unequivocally substantiate my claims.

Given the circumstances, I would like to request a thorough review of my situation. If the resolution concludes that the winnings cannot be disbursed, then I am obliged to demand the return of my deposits. I believe this course of action is fair in light of the evidence at hand.

Thank you in advance for your understanding and prompt attention to this matter. I trust that your team will take the necessary steps to resolve this issue satisfactorily and restore my faith in your platform.

Best regards,

Tagalours

Dear MyStake Casino team,

Could you please confirm if the account associated with the email varech.cheminee-0d@icloud.com has a different country and full name compared to Tagalours's original account?

Can you send me the evidence to my email address, jozef.k@casino.guru? However, please make sure to remove any sensitive information and include just a few indications to support your claims.

Hello Jozef,

I send you all the information regarding your question. Please check your inbox.

Kind regards,

Mystake

Dear Tagalours,

I would like to express my gratitude for your patience throughout the resolution process. I would like to inform you that the casino team has provided me with compelling evidence to support their claims. Upon reviewing the evidence, it appears that there is only a match in names, while the remaining information is completely different. It is important to use valid information during the registration. Based on this, I am of the opinion that you are not eligible for a refund, and I am forced to reject your case.

I understand that you may not agree with my decision. Alternatively, you have the option to file an official complaint with the licensing authority of the casino. If you choose to pursue this route, I am more than willing to assist you. Please feel free to contact me at the email address provided below if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru