MyStake Casino - Player's struggling with self-exclusion in the casino.

Hi thank you I have attempted to make a complaint for gambling related harm , I tried via Curacao but no one’s responding it’s been 3 months , the company allowed a high level of gambling within a small amount of time with no checks they wouldn’t close my account - I was a nurse in U.K. during covid and suffered mental breakdown leading to gambling related harm and no one’s helped me they didn’t safeguard they didn’t check and I was self excluded and still allowed me to gamble high numbers

Dear Boohoo88,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Please allow me to ask you a few questions, so I can better understand the situation. 

Is access to your account in the casino currently blocked?

Have you informed the casino about your gambling-related issues yourself in any way?

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

Thank you - yes I’m blocked I blocked myself , I have tried and tried a they do not respond to me . Curacao have tried but nothing at all

When have you informed the casino?

and when was your account blocked?

After you informed the casino, were you protected from further gambling?

Hi thanks I blocked myself on their website I have tried numerous times to contact them with no response I was not protected and they are investigated under Curacao commission and still not responding

I apologize but if your account is blocked as a result of your request, we'll need to know when the block occurred.

Please understand we believe the casino should protect players from gambling in a reasonable time, after the player informs the casino about ongoing gambling problems. If the protection fails or is not applied promptly, the player is eligible for a refund.

I'll await your reply.

Hi I blocked it after they took £4000

I'll need more information regarding the accusations you have against the casino.

How did the casino take £4000? Was there any explanation from the casino as to why your funds were confiscated? What were the circumstances the casino blocked your account?

When did the account closure take place? (date)

Dear Boohoo88,

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.