MyStake Casino - Player's gambling addiction not recognized by casino, despite self-exclusion.

The site mystake.com does not hold a UKGC license so should not be operating with myself, a UK resident. They state on the website about staff being trained to recognise gambling addiction and protecting members but no one intervened when i deposited the disputed amount in a matter of 4 days. I also requested to be blocked on goldenbet.com due to losing too much money, who is owned and operated by the same company as mystake, Santeda international days before opening an account with mystake. Mystake says they cannot refund me due to the funds being utilised, which is a stupid response because obviously theyve been utilised. I hope you can help as 1) they took my momey illegally without a license 2) did not do what is stated on the website and recognise my addiction and protect me and 3) i blocked an account operated and owned by the same company

Dear Ksdylan,

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

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from MyStake Casino directly?

Looking forward to hearing from you.

Best regards,

Nick

I have not self excluded from them directly no, but they failed in their duty of care. Say their staff are trained to recognise issues and to act on them accordingly but they failed with me, multiple deposits of 2/300euros a time in such a short space of time with no withdrawals is a very clear sign

Dear Ksdylan,

The deposits were not that high for the casino to notice it. Also if you did not have any communication with the casino staff where they could recognize gambling addiction you can't expect them to exclude you if you did not contact them.

Please be sure to always contact the casino with similar request, preferably through e-mail to prevent such issues in the future.

Unfortunately, this current case is unjustified as you did not contact the casino in order to exclude yourself.

Is there anything else we assist you with?

Dear Ksdylan,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.