MyStake Casino - Player's experiencing difficulties with getting refunds from his duplicate account after being self-excluded.

I've had gambling problems for 10 years and back in April 2023 I emailed mystake to permanently close my account as I have problems gambling, which they did, then around march 2024 I sent a short email asking to reopen my account which they did with no checks or issues.

This has led to a spiral in my gambling and mental health and left me not knowing what to do, I deposited around 10000 euros and after chasing them for weeks the did refund 2900 euros as difference in deposits/withdrawals.

Bare in mind I had tk email them around 30 times a day and if I didn't find my emails from 2023 they would of never refunded, after this account closed I still somehow had another account open with the exact same details as my other one bar the email address used was slightly different, I even managed to get verified on the account with all the exact same details including card details.

I deposited 4500 euros and after I lost this money they emailed me stating I will not be able to withdraw anything and mt account has closed, they waited until I deposited everything I had and then stated my sccount was shut and no matter what I would never of been able to withdraw.

All I have asked for from the casino is that my 4500 euros were refunded as the spiral of my gambling issues was down to them reopening my account after me stating all the issues I have had, they have been very unsupportive and constantly just stated to read terms and conditions.

I didnt reopen an account after my other one was deleted it was already active somehow when my details should of been blacklisted, they still continued to email my other username email address with bonus offers.

The first username in question is hendo123 and the second one which I am asking for a refund from was dobbo6969

I have tried countless times and have really struggled with my mental health due to this and am abit of a loss, just simply refunding the 4500 euros would change my life but they really don't seem to care or follow responsible gambling policies which I have mentioned to them many times

Dear Hendo123,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify when exactly you opened your second account in MyStake Casino?

When exactly was your second account verified? Was it before or after the closure of your first account? Please provide me with a detailed timeline.

Could you please confirm that all your personal information, including your first name, last name, date of birth, address, and phone number matched the data in your first account, only the email address was different?

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

Best regards

Veronika

Hi there,

Thank you for your response.

I am not sure when I initially opened the 2nd account I didnt even realise I had it until I kept recieveing emails to my email address.

I was verified with the exact same details on my 2nd account, exact same card used and exact same driving license etc, this was verified the next day after closing my other account.

They refunded the money on my other account due to my issues which I stated to them, but then not refunding the deposited money on the dobbo6969 account even though it is the exact same scenario and all the details were the same.

They have caused me so much personal stress and mental health issues, if they didn't reopen my account I feel like I wouldnt of relapsed and saved around 10 thousand pounds in loans etc

Hi,

Just adding on, they have stated because I have 2 accounts I am not eligible for a refund, but they refunded my first account even though I had 2 accounts open at the same time.

They keep quoting the terns abd conditions but they have broken their own policies as they state they can't refund the 2nd due to duplicate accounts

Could you please forward me all the communication between you and the casino that could be relevant to the investigation of your case? My email address is veronika.l@casino.guru. Thank you.

Hi there,

Just sent through now

They have already admitted on email that they were on the wrong and my original account should never of been reopened and that they violated responsible gambling policies, all I'm.asking for on this case is the refund of my deposits after all the issues they've caused, they won't lose any money from this as I didn't win its just a case of refunding my deposits which I think is fair considering the issues and mental health theyve put me through

Thank you very much, Hendo123, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Hendo123,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MyStake Casino,

Could you possibly provide additional information regarding the self-exclusion and subsequent refund and clarify the situation?

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Customer service is definitely not their strong point it takes a long time for a response, they responded on email stating the reason I can't have a refund is due to their terms and conditions and policies, but they themselves have personally broke all the terms and policies and also not adhered to responsible gambling policies so very contradicting

Hi,

Issue has now been solved directly with casino, no further action required

Hello Michal,

We kindly ask you to close the complaint as resolved.

Kind regards

Dear Hendo123,

I'm glad to hear that your issue has been resolved successfully. I will now 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,

Michal V, Casino.Guru