The player from Spain had an active self-exclusion in a sister casino due to a gambling problem. He believes that he shouldn’t have been allowed to open a new account with MyStake Casino. After a closer examination, we ended up rejecting this complaint as unjustified.
MyStake Casino - Player’s requesting a full deposit refund.
Amount: €500
MyStake Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Some time ago I blocked myself from a company casino due to gambling, rolleto, even so they let me create mystake account losing €500 and in another company casino where I lost €200 plus golden casino. I demand the return of €500. They don't take self-exclusion seriously.
Automatic translation:
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1 year ago
Dear alexlisen86,
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 to block any attempts to register an account? My email address is petronela.k@casino.guru.
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.
However, I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Thank you, alexlisen86, for your reply. Please understand that if the Rolletto Casino is the only one where you have sent a request for self-exclusion we won't be able to help you.
Rolletto Casino and MyStake Casino do not operate under one license. If you wish to self-exclude from MyStake Casino, please send an email to Support@Mystake.Email and state clearly the reason why you wish to self-exclude and specify the time period as well. You can CC me at petronela.k@casino.guru. Thank you in advance for your understanding.
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1 year ago
Dear alexlisen86,
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.
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1 year ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
