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

Hello i want to make formal complaint about mystake Casino for letting me opening and deposited money even im with gamstop. They ddnt do proper or KYC before letting me play and deposited and lost big money .Im really depressed, and suicidal. i want to get full refund of all the money i deposited online. i have copy of my registration gamstop.

Dear gracerand31,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I’m sure that you are aware of the geolocation of GAMSTOP operation:

"GAMSTOP lets you put controls in place to help restrict your online gambling activities.

Sign up for the service and you will be prevented from using gambling websites and apps run by companies licensed in Great Britain, for a period of your choosing."

Since you have chosen a casino with a Curacao license, it will be very difficult to resolve this case to your satisfaction. Please could you clarify, if you have informed MyStake Casino about your gambling problem before placing a deposit? If yes, please forward the relevant communication to kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Ive sent u the relevant docs with our conversation dated 29th of april when i contacted mystake regarding my request of refund and 27th of May again with the same request why they let me deposit and played even i told them about my problem.

i even contacted them last april about my problem thru live chat. the customer support said they wont do refund but will exclude my account or close, but they ddnt do it, i managed to play and lose throughout month of May, and when i contacted them thru email about same problem thats when they closed my account. I want to claim for refund of my loss of month of May,if possible. i hope they will reply and admit it.

Thank you for your reply, gracerand31. Do I understand correctly that you currently don't have access to your casino account? Also, do I understand correctly that you informed the casino about your problem after you lost all your deposits?

yes i dont have accessed now, and i informed them about my problem thru live chat and emailed them as well last april

Alright but did you make any deposits after you informed the casino about your gambling problem?

yes i did

but when i

informed them about my gambling problem last april, they shouldve not allow me to

deposit on may. so i loss and got more worst.

After reviewing the emails you sent me I noticed, that I haven't received any self-exclusion request in which you clearly stated that you want to close your account due to gambling addiction. Mental health issues and gambling addiction do not always go hand in hand. Could you please forward such request to me so that we can proceed with this complaint?

those 2 pics are my requests dated 29th of April and 27th of May.

gracerand31, I am afraid that if you did not inform the casino about your gambling addiction in the self-exclusion request, you are not entitled to any refunds. We could help only if you clearly expressed your problems with gambling (which I don't see mentioned anywhere in your messages) and the casino refused to close your account.

Since your account has already been closed, at this point I can only recommend that when applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, the best way to self-excluse is via email. 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. With such a request you also have a better chance to refund any deposits made after this request.

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

Dear gracerand31,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.