MyStake Casino - Player's asking for a deposit refund.

On the 9th of March 2022 I requested that my stake applied a 5 year self exclusion to my account, as per their website it states that the self exclusion is to be done by sending an email to there support email and stating the length of their self exclusion which I did. Please see email screen shot attached.

on Thursday 12th of may mystake email support then reversed my 5 year self exclusion and reopened my account.

I am wanting a refund on all deposits from the 12-15 may 2022 refunding as my account should have been self excluded for 5 years.

Dear kasicat123,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the responsible gambling section and I found this:

"Self-Exclusion

In case the situation is more serious, the Player may request the self-exclusion for an extended period. You shall contact our customer support team via email and request the self-exclusion for a period of between 6 months and 5 years. In case the User does not specify the period for the self-exclusion, the Account will be closed for 6 months."

Do I understand correctly that your account was first blocked and then reopened? Did you ask the casino to reopen your account?

Have you tried contacting the casino regarding this issue? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I will be waiting for your reply patiently.

Best regards,

Kristina

Hello,

I applied the 5 year self exclusion on the 9th of may 2022 which was applied.

email clearly stating for 5 year period I wanted to be self excluded.

on the 12th of my I asked for the account to be reopened which mystake reopened the account.

as per my request I asked for 5 year period of self exclusion which was applied and should not have been lifted after a few weeks.

I have sent a number of emails to my stake support and have heard nothing back.

Thank you for your reply, kasicat123. Do I understand correctly that you currently have access to your account? Could you please clarify the reason for self-exclusion?

Hi,

I currently have access to my account on mystake.

As with all self exclusions are used for problem gamblers that want to take a break from gambling which is what I did with mystake applied a 5 year self exclusion due to large losses at this casino.

Did you inform the casino about your reason for self-exclusion?

I informed the casino I wanted a 5 year self exclusion and stated specifically for this to happen. It does not state that I have to give a reason for the self exclusion only to email support and state the amount of time that I want the self exclusion for.

As per the own terms and conditions I followed exactly what they stated to do if I wanted to self exclude my account.

I apologize, but for us to proceed with the complaint the gambling problem must be clearly stated as a reason for self-exclusion. We are not able to request a deposit refund under these circumstances. We would really like to help, but it is impossible for us this time.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated 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. 

Here is an example that you can use:

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

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."

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

Hello,

I have clearly stated that the account should be excluded as per their terms and conditions the account was then self excluded by my stake casino for 5 years and then reopen.

I have followed the terms and conditions of the casino

Mystake casino granted the self exclusion to the account. As per my request by email.

on the 9th of March 2022

they then reopened my self excluded account on the 12th of may before the end of my 5 year self exclusion.

as per there request I sent an email stating the amount of time I wanted to self exclude for and it was granted on my account.

on the 12 of may 2022 the 5 year self exclusion was then removed.

Please understand that for us to proceed with a case as failed self-exclusion the gambling problem must be stated as the reason. Since you did not state this, we are not able to help further.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.