MyStake Casino - Player’s self-exclusion is bypassed.

I’ve opened 3-4 accounts with my stake casinos under different emails however phone number, ip address, DOB name and same deposits, due to having a gambling problem and neurological problems I’ve. Seepff excluded after a couple of days back in November 23 I sent all my email addresses and asked to be excluded.

however I was able to open an account and wager, I’m currently waiting to hear back as I’ve asked them to consider refunding deposits,.

Am I within my rights to ask for a refund from when I excluded the very first time due to other info being the same?

ive had a stroke and my brain works differently which I’ve explained.

i don’t feel this casino protects people with this god dam awful disease and due to health I’m unable to attend any GA meeting to get help and I’d need someone to take me and we all are ashamed of this secret we have.

i just feel like they are just not protecting people and surely they have a duty too?

Dear Cooltool,

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. 

• Do I understand correctly that when registering an account in Mystake Casino, you filled in identical personal information as in your previously excluded accounts?
• Could you please specify when was the first time you mentioned your gambling problem to the casino?
• Could you please explain what was the casino's response to your request for a refund?
• Could you please share your communication with the casino? 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

All information was the same, except emails however I’d asked casino to block all emails and sent all emails I own via live help and email, I first excluded sept 15th 2022 but just not verified accounts as I closed them, the casinos just refer to ghe Ts & Cs so no nothing has been settled

I do have emails but are extremely personal and don’t eat to post on here, if your able to contact me via email Thoma I’ll forward everything

I understand your concerns.

Please forward them to my email tomas@casino.guru for review

They won't be shared anywhere.

I apologize for the late reply.

Most casinos have no options to exclude email addresses that are not yet registered as active accounts. Preventive exclusion of email addresses might not be possible.

Have you filled out your casino profile with truthful and accurate personal information upon registration in the casino? Was the information the same as in the accounts that were excluded in 2023?

I'll await your reply.

Dear Cooltool,

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.