MyStake Casino - Player’s duplicate account closed.

So on the 17/10/23 I requested to close my account as I was losing too much money (i stated this in the email) they then closed my account and a few months later I made a new account because I was addicted to gambling and couldn’t control myself, I then used the same name, surname, id documents, bank statements and debit card to verify my account and they verified it no problem even though they state you are only allowed one account. I was then allowed to deposit around £2000 (could be way more) in total from when I made the account all the way until now and lost everything, I then got an email saying my new account was closed because I violated terms and conditions which I imagine was due to the duplicate account being made. Why did they take so long to close my account and was able to fully verify me and allow me to deposit so much money? I would like a refund on all my deposits because I feel as if this is unfair that they would close my account knowing that I told them I had a gambling problem and was losing too much money.

Dear rbyth1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share your email sent to the casino on 17/10/2023 and any reply you received?
• Was your original account verified?
• Do I understand correctly the casino verified your new casino account despite a previous account with identical personal information?
• Have you requested a refund of your deposits from the casino with what result?
• Could you please share the communication between you and the casino related to the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

I then told them to just close my account as I dont want to use it (didn’t want to be put on a casino blacklist entirely) but I clearly stated I didn’t want to lose anymore money gambling which infers a gambling problem

My original account was fully verified I made multiple deposits and withdrawals

They fully verified my new account yes with all the same information as the first except for my email which then later on got banned

I havent tried to contact the casino

I tried contacting the casino 4 days ago and have had no response.

Thanks for the explanation and your patience.

After internal discussion, we concluded the request didn't seem conclusive that you need protection from further gambling and the response from the casino seemed appropriate.

Please understand the opening of multiple accounts is prohibited in online casinos. Opening a new account might not always be prevented, but is always a breach of the casino rules.

Our conclusion is the casino is not obligated to refund the lost funds, and we believe the best course of action for you is to inform the casino about your gambling problems to elevate your protection if you haven't done so already.

If you have accounts open in other online casinos, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As a player from the UK, I would recommend you register on Gamstop if you haven't done so already https://www.gamstop.co.uk/contact-us

Feel free to take advantage of our resources on the topic of responsible gambling found here: https://casino.guru/responsible-gambling

Please let me know if there are any other circumstances I haven't considered, otherwise your complaint will be closed.

What do you mean not conclusive? I asked them to exclude my account from the casino because I was losing too much money and didn’t want to feel tempted.. How is that not conclusive please tell me. You can even see in their email response that if I ignored the email they would infer I had a gambling problem and would block my account so please tell me how it isn’t conclusive

I didn't mean to upset you, I apologize for that.

From our point of view, you didn't express you are losing control of your gambling, nor did you identify that you are experiencing gambling problems. When a request isn't clear, the best way for the casino to act is to inquire further about the nature of the request which the casino did, as far as you explained.

I understand it's hard to pinpoint the precise phrase in which online casinos are triggering player protection, as this isn't unified and is subjective. According to our previous observations and experience, what you expressed to the casino doesn't necessarily warrant player protection. I acknowledge this must be disappointing.

Please give the resources I shared with you earlier a chance regardless of the result of your complaint.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Please let me know if there is any other information I haven't considered, otherwise, I'll close your complaint.

Dear rbyth1,

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.

Dear rbyth1,

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 issues with any online casino in the future.