MyStake Casino - Player's self-excluded account re-opened.

I have a gambling problem and am registered on Gamstop, I am residing in the UK, I have permanently self excluded from MyStake (3rd may), however the second that I asked for my account to be reopened (7th may), they did it, with absolutely no regard for my issues. The company is not licensed in the UK and each transaction stems from an address in a random country which means that the company uses 3rd party vendors to mask the true nature of their transactions, this illegitimate behaviour, including unbanning my account after a requested exclusion with absolutely nothing to stop me from frantically depositing is why I am requesting a refund for all of my transactions made after I was unbanned.

Hello kupabober123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How exactly did you request for self-exclusion, did you mention gambling addiction? When was the last time you spoke to the casino and what was it about?

Please note that unless the casino has UKGC license, your Gamstop registration has zero effect there.

Looking forward to your answer.

Regards,

Nick

Hello, yes my account is verified since the 6th of april, i requested self-exclusion through their live support, I did not mention my gambling addiction if i remember correctly, but isn't it quiet obvious for such a large company to realise that a person asking for permanent exclusion SHOULD NOT be unbanned when they request it?

I have banned myself permanently on multiple sites, and none of them allowed for me to reopen my account. The last time I spoke to the casino I asked for my chatlogs.

Thank you for the help!

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Thank you for explaining the difference, i simply asked for my account to be banned permanently.

Hello kupabober123,

Did you request for self-exclusion since? Do you want to keep the complaint open?

No, i have not requested self exclusion since. Yes, i'd like to keep the complaint open thank you.

Hello kupabober123,

Why do you want to keep the complaint open if you did not even request for a self-exclusion?

Dear kupabober123,

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.