MyStake Casino - Player’s attempt to self-exclude from the casino has been overlooked.

I had a previous query with MyStake as they withheld 2400EUR from myself back in December 2021. I requested that once the matter had been resolved that my account would be closed due to a gambling problem.

MyStake never closed my account and I was still able to access this and gamble away more money. They have apologised and now closed my account but this should have been done in December and if it was I would not be at a loss.

MyStake have exploited my serious gambling problem and they are liable for my 11k loss over the past 2 weeks.

Dear Ethant24,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Best regards,

Petronela

I have emailed this information over now. I did not specify a time for the self exclusion but I clearly stated I had a gambling problem and it seemed clear that I wanted it to be permanent which they have now done.

Thank you very much, Ethant24, for the forwarded email. Could you please advise if you contacted the casino between December 2021 and August 8th, 2022, when your account got blocked?

Hi, my account was never actually closed even though I requested. I could still use the account in December 2021 and logged in throughout the months after.

I had emailed MyStake yesterday and all they have done is apologise.

I have sent numerous emails to MyStake now for an update and I have had no reply. I believe they are ignoring my emails as they know they are at fault.

As per the curaçao gambling commission, the casino is responsible for preventing a self excluded player from relapsing. As they never auctioned my request to be self excluded, MyStake are fully at fault for my loss of money over the best 2 weeks.

Thank you, Ethant24, for your email. Could you please advise if you have saved, by any chance, your cashier history before your account got blocked in August?

Unfortunately I never but I have evidence of all of these transactions leaving my bank.

I have been doing some investigating myself. As per the evidence I sent over I made the request for my account to be closed on the 27/12/2021 at the same time I was waiting for a dispute of 2600eur to be resolved. Once this was resolved I withdrew 2200eur. However I then made further deposits throughout the dates of 29/12/2021 to the 04/01/2022 which I should not have been able to make had my account closure request been completed. The total of these deposits was 5139.59eur.

This means my total deposits after requesting the closure was 16,646 EUROS.

I have emailed My Stake numerous times now and even asked if they would be willing to offer a settlement which I have unfortunately had no response.

Thank you, Ethant24, for your reply. Please send your bank history at your earliest convenience. Could you please advise if you have withdrawn any funds from the casino in the period between December 2021 and August 2022? Have you contacted the casino in that period to request self-exclusion again, or in December 2021 was the only request sent?

I have emailed the banking history over now. I made a withdrawal in December 2021, this is after a query was resolved. Unfortunately as I have a problem I deposited this back and more. This was after I asked for my account to be closed.

I did manage to stop gambling at the start of January 2022 and I refrained from accessing any gambling sites. I then unfortunately had a relapse in July 2022.

I did actually ask for my account to be closed in December and not just self exclusion. I didn’t expect to be able to access the site in July 2022 to when I did my addiction took over.

Not only did I tell MyStake about my gambling problem. It was very easy to see I had a problem just by looking at the number of large deposits made. Deposits would be made instantly after losing bets. Other gambling sites usually place accounts on hold and contact users with this sort of activity to ensure they are mentally ok. I believe this just shows how MyStake clearly exploit problem gamblers.

MyStake are not communicating with me at all now. Unfortunately I am at a huge financial loss which I believe could have been prevented if my request was complete.

Not only am I at a financial loss but also a mental loss which I’m not sure I can make it through.

Kind Regards

Ethan

Thank you very much, Ethant24, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Ethant24,

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 Jozef,

In December, we never got an email from a specific user asking to be excluded. According to our T&C's and Privacy Policy, we don't delete information related to the customer, including email correspondence.

According to our thorough investigation, there was no such email sent by the player on 27/12/2022. We don't consider the provided screenshot as sufficient evidence due to the possibility of text manipulation. Therefore, our relevant team requested a video call so that we could verify if he really emailed us about self-exclusion.

However, the user refused to take further action. We ask the player to follow our instructions in order to find out the truth.

Kind regards,

I have sent video evidence and I clearly stated I did not refuse the video call I just simply do not have time to video call when I work long hours.

The video evidence was clear that I had sent the email. I have sent various bits of evidence and each time you come back and ask for something else.

How can the video evidence not be enough? There is no possible way this could have been manipulated, I recorded this on my phone?!

Dear Ethant24,

I fully understand that you are quite busy, but video call is standard procedure in most casinos. I recommend you provide the casino team with time frames from Monday to Sunday when you are able to take a call with them. They should do multiple attempts. It is the best way how we can resolve it. Be aware that if you refuse to cooperate in this, I will be forced to reject your complaint.

At this moment in time I simply do not have time and it is completely unviable.

I guess this case will have to be marked as closed and I will pursue this legally.

Regards

Ethan

Hi Ethan,

I respect your decision. I am very sorry about the situation, but since you have refused to cooperate and find a way how to make the above-mentioned video call with the casino, I am forced to reject your case.

Best regards, Jozef