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

Dear Dalziel7,

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 the 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

Hello, I have replied to your email and added screenshots

Thank you very much, Dalziel7, for providing all the relevant screenshots. Could you please advise if you have tried accessing your old account during that period when it was blocked? Was your first account successfully verified in the past?

Hello, yes the old account was successfully verified and I have not tried to use it since. I went to access it the same day I made the new account and it came up ‘ user blocked ‘

Thank you very much, Dalziel7, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello Dalziel7,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite MyStake Casino to join the conversation and participate in the resolution of this complaint.

Dear MyStake Casino,

Can you please provide further information regarding the player's previous exclusion, and how they may have been able to create a new account using the same details?

Kind regards,

Adam

Good luck Adam… I’ve been waiting almost a week for a response 🙄

Do you think I have a case ?

Would you like me to send over screenshots of the deposits ?

Hello Dalziel7,

While we wait for more information from the casino, please feel free to send me any information you feel may be relevant (adam.m@casino.guru). It is hard to comment without further insight into exactly what has transpired.

Kind regards,

Adam

Hello, I have just emailed through to you screenshots and evidence. Thank you

Hi Adam, I have sent over details, can you please confirm you have received them.

I’ve been waiting 8 days now for a reply and update from Mystake and have still not been contacted about any this refund.

Hello Dalziel7,

I have received your e-mail, thank you.

We need a response from the casino in order to be able to proceed, so we will give them some more time.

It is our standard procedure to allow the casino 2 periods of 7 days each to respond, If they do not, the complaint will be closed as 'unresolved' and have a negative effect on the casino's rating.

Kind regards,

Adam

Adam can you please confirm that by right Mystake should show me exactly what details they have of me. I have asked countless times for the details store on both accounts to prove they are the same in areas and they refuse to give me them.

Surely this is also against the law

Hello Dalziel7,

Has the casino given any reason for not providing you with the information?

I have still had no response from the casino, so I will attempt to contact them once more as mentioned.

We would like to ask MyStake Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

All they have said is ‘ for security reasons they cannot provide the information ‘ surely there is more that can be done than just a black mark against them. I deserve that cash back

Hello Dalziel7,

We understand that gambling addiction can be very problematic. We are sorry that you are in this kind of situation. Hopefully, you will take care of your issue and recover from it.

Please also understand that creating duplicate accounts is against our policy. You should not have made the second one.

According to our T&C, duplicate accounts get blocked once they are detected. We checked, and since you haven't finished the verification process, the system couldn't match it to your old account.

Since the system failed to identify duplicates through partial verification, we have made the decision to refund your deposited funds.

Best regards,

Hello,

I can confirm that not all the deposits have been refunded. I was given £6000 back and not the £6500 that was deposited so to say they have all been refunded is false.

I would also like to state that no point was I allowed to see any chat logs or details you had on my file and I was told it was against your policy to share them with me. I will not settle this case until my full deposits are refunded and in my account.

Dear MyStake Casino,

Thank you for your response. Can you please advise regarding the amount refunded? The player states that they have deposited more than was returned to them.

Kind regards,

Adam

Hello Adam,

The player deposited £500 before verification. Accordingly, there was no information about the account being a duplicate.

As we already mentioned, when a duplicate account is detected, our relevant team blocks it as soon as possible. This happens during the verification process. As we didn't manage to block the player's account on time due to a verification issue, £6000 has been refunded.

Kind regards,

The new account used the same name, age and bank details for depositing as the previous account. I should be given a full refund. If I was to have won money with that £500 initial deposit I guarantee you would not have let me keep the profit. It is only fair that the full deposit amounts be refund

An update…. My stake are still refusing to give me the full amount of deposits refunded.they refunded only £6000, I have withdrawn that from my account to my bank and checked today to see that only £5872 was been transferred into my bank account. I am told this is due to currency exchange rates.

I’m sorry that is ridiculous. I deposited £6500 gbp and withdrew £6000gbp.

i play in pounds ant not euros, my account was credited in pounds and not euros. I expected the same amount deposited to be the same withdrawn

Thank you for the additional information, Dalziel7.

Dear MyStake Casino,

I am not sure I understand why the player has not been returned the full amount of their deposits. If they have self-excluded and then been able to create an account using the same details, their deposits should be returned to them in full. Can you please also clarify what has happened regarding the currency exchange rates?

Kind regards,

Adam

Adam can I send over screenshots of evidence?

Hello Dalziel7,

Please feel free to send me any information you feel may be relevant (adam.m@casino.guru).

Kind regards,

Adam

Hello Adam,

That amount of money (6000GBP) was credited after passing the verification when there was approved the user's personal information and his gambling addiction problem. The remaining 500 GBP was deposited before the verification while we weren't informed about the existing duplicate account.

As for the currency matter, the transaction was completed in GBP from our side (not in EUR). We checked these details and everything was done in GBP, regarding that issue the user can contact his bank and clarify this case.

Kind regards,

Regardless of before or after verification, I used my same name, same mobile number and same bank account to set up the duplicate account and transfer money so you can’t tell me you had no way to know it was a self excluded user… and if your system never flagged that then that is a complete failure on your part and your self exclusion set up needs addressed… as for the withdraw turning from 6000 to 5872… I have contacted my bank and they say it is down to the transfer from the send bank. So I expect that to also be rectified. I deposited £6500 and I expect £6500 back… including compensation for all this stress and failure to protect me

Dear MyStake Casino,

The problem here is that the player has managed to register using all of the same details except their e-mail, even though the account has been excluded due to a gambling problem.

If the player has been able to register while being self-excluded in this way, their entire deposited amount since the point of this registration should be returned to them.

Kind regards,

Adam

Hello Adam,

According to it, there are too many registrations on our website for us to supervise each user's account individually. After we were able to identify this user's personal information, we refunded the money. Thus, regarding our policy, we are unable to return funds deposited prior to verification.

Kind regards,

MySteak Team

The issue is not only have I been able to open a new account after self excluding but I have also been denied any access to the data and chat logs stored on me. Complete lack of safety and welfare for players and completely illegal and I would like my deposits back and compensation

Dear MyStake Casino,

I appreciate that you receive many new registrations, but wouldn't it be relatively easy to implement checks/restrictions in the software at the point of registration to prevent players from being able to register using the same details (except for a different e-mail)?

If the same e-mail can be detected, why not the same name/address etc?

I am afraid I do not agree that any of the player's deposits can be held by the casino in this case, as they should all be returned to them for the same reason: they have been allowed to register when they should be excluded.

Kind regards,

Adam

I really need this resolved and sorted, Mystake are completely ignoring this issue and refusing to refund me and not even acknowledge the breech in data protection by not giving me chat logs and details on my account

Hello Adam, 

Creating duplicate accounts is restricted in our casino. However, we see some gambling-addicted players take advantage, deny our terms and conditions and demand refunds in case they lose money. 

That became the bigger issue. 

As we mentioned duplicate is automatically detected during the verification. It's the most optimal way. Moreover, our verification program automatically modifies personal data no matter what the user has written before.  

 Since we were at fault and the program could not detect the duplicate account on time, we refunded 6000 pounds, deposits made after the verification attempt.  

And the last part, the user deposited 4800 EUR and withdrew 7600 EUR from the first account. Should not we also consider that? Overall, the player received more money than deposited. 

Kind regards,

MyStake Team

Are you now saying that because I won more than I lost with my first account before I banned myself that I am not entitled to any refund because your site did not protect me from opening another account after I self excluded… you really are grasping at straws here. I should never have been able to open a second account, I should never have been able to deposit money at all and I should never have been denied access to my chat logs and data on me. All this is illegal and you have not followed your own guidelines. I should be given a full refund and compensated for this !

I have also not received the full 6000 you say was refunded to me, I only received 5872 of that when it was transferred to my bank. I am absolutely not satisfied with any of this at all and feel you and doing everything you possibly can do brush this away and ignore it all … so I will summarise for anyone reading aswel as yourself.

you allowed a second duplicate account to be created after I already self excluded myself with a previous account

the new account had the same details ( minus email address )

I was allowed to deposit a total of £6500 even after verification.

I asked for the deposits back after consulting legal advice

i asked repeatedly for data and details that you had on both of my accounts… you refused to give any details and data to me as you knew this would prove that you allowed a second account ( breach of data protecting act … against the law )

you finally …. After weeks of refusing to, agreed to refund only £6000 back to my account, however only £5872 reached my account. You blamed this on currency conversion rates however I deposited in gbp and played in gbp so no conversion should have been done.

you continue to refuse to give me a refund for the further £500 or the £128 from the first deposit

you continue to refuse to admit fault in this whole mess

you refuse to provide compensation for your failure to protect me and failure to adhere to data protection act by giving me all chat logs and data on my files.

this is 100% all illegal and I warn everyone from ever using your site !!!

Dear MyStake Casino,

The issue here, as the player has stated, is that they have been allowed to easily register another account while a Self-exclusion has been put in place for the reason of gambling addiction.

While I appreciate that the player should not open another account while excluded, the self-exclusion can not be effective if there are not sufficient measures put in place to prevent this situation from happening, a view we have also mentioned regarding this previous case: https://casino.guru/mystake-casino-player-is-requesting-a-full-deposit.

I do not see how the fact that the player has withdrawn winnings of any amount previous to requesting the self-exclusion can be relevant, and I believe that the player's deposits from the second account should be returned to them in full in this case. I would like to ask the casino to please reconsider its decision.

Kind regards,

Adam

Hello Dalziel7,

Your account has been credited with 500 GBP; you now can withdraw the funds.

Kind regards,

Mystake team.

Hello, £500 has been put back to my account but there is still £128 lost after the last withdrawal and I expect more after this one too. I’ve still not be told anything regarding my request for compensation either as my data protection rights have been abused

Dear MyStake Casino,

Thank you for the update, can you please advise regarding the missing GBP 128 from the first withdrawal? Are any fees involved?

Kind regards,

Adam

I’d also like to know if I will be given compensation or do I need to raise this complaint with the gaming authority

I’d also like to know if I will be given compensation or do I need to raise this complaint with the gaming authority

Hello Adam,

We have sent you an email including the proof of the statement. Please check your email inbox.

Kind regards,

Mystake Team

Dear Dalziel7,

The casino has provided proof that the amount sent previously was indeed the amount of GBP 6000. Is it possible that some fees were applied by your bank/payment provider?

Kind regards,

Adam

I have contacted my bank and they have not added fees.

I also would like to know what is happening with the failure to adhere to data protection on my account. I will be expecting compensation

Dear Dalziel7,

Are you able to provide anything from your bank supporting this, so that we can try to determine where this amount has been deducted?

Regarding the requests for account information being ignored, do you have anything to support this also?

Kind regards,

Adam

Yes Adam I provided evidence to show they refused to give me chat logs etc. I shall send them to you again

Adam may I please message you privately to discuss an issue ?

Dear MyStake Casino,

Was there any specific reason the chat logs were not provided to the player?

Kind regards,

Adam

Hello Adam,

As far as we're aware, the user has not requested a conversation log. He can also view the chat transcript independently. There are no limitations on that.

Kind regards,

Mystake

I repeatedly asked for chat logs and details that you had stored for my account and I was told I would not be given them and that information can not be shared…. That information is about me ! Completely against the law and data protection act and I am demanding compensation for it

Dear Dalziel7,

The casino has stated that it has returned to you the amount of your balance in full, and to date, there has been no proof of any fees applied.

Regarding the request for information by you from the casino, I can see in the screenshots you have sent me that the casino refused to provide you with the requested chat transcripts. However, we are unable to enforce any compensation being paid to you, and I believe this is something that should be pursued with the casino's regulator.

Please clarify if you consider this complaint to still be unresolved.

Kind regards,

Adam

Yes I consider it closed and will

persue the matter with the regulator. Thank you very much

Dear Dalziel7,

As you have stated that you now consider this matter to be closed, I will mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam