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

So earlier this year I decided to ask Mystake to self exclude me and at a later date I rejoined and and deposited around £300-400 in a day and a few days later revived and email stated that they closed my account because I self excluded myself. I therefore sent servers emails asking for my deposits to be returned and have been ignored.

Dear hqs48nz7qq,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling policy and I found this:

"Self-Exclusion

If the situation is more serious, you may want to exclude yourself from gambling for an extended period of time. You can contact our Customer Support team at any time requesting self-exclusion for a period of between 6 months and 5 years.

It can be difficult to determine whether a person’s gambling has become problematic though. If you have gambling-related issues, please mention it while closing the account, so our staff will act responsibly. "

Could you please forward me your self-exclusion request together with any other relevant communication between you and the casino? My email address is kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I have emailed you, did you receive it?

Thank you very much for your reply, hqs48nz7qq. I apologize, but I haven't found any emails from you. Could you please send everything again?

Dear hqs48nz7qq,

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.

I have emailed you.

Could you please forward me screenshots of the entire conversation? Here is only part of it:

That’s is all I have, but my concern is if they was happy to initially take nearly £400 of me in deposits on this new account I made and then banned me, shouldn’t that money be returned to me ?

Well, I apologize, but we cannot consider this to be a proper self-exclusion request. We always need proof that you clearly expressed the gambling problem to the casino. I agree that the casino could at least ask what you meant by "rehabilitation" but, unfortunately, from our standpoint, this is not enough.

I can only recommend how to apply for self-exclusion correctly in the future. 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. I would also strongly recommend that you always save your self-exclusion request so that you have 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."

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 for your understanding.

My question is shouldn’t they be refunding my deposits on the new account I made. They shouldn’t be able to benefit a few hundred pounds if I was keep the account. They was all false bets. So therefore the money should be returned?

Unfortunately, if you didn't properly request self-exclusion you basically created multiple accounts in which case you are not entitled to a refund. Since your account has already been closed, I am afraid that there is not much we can do for you at this point.

Due to the aforementioned reasons, this complaint will now be rejected. 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.