MyStake Casino - Player seeking refund after self-exclusion issue.

I would like to raise a complaint regarding Mystake casino after I was allowed to open an account and deposit £720 between 18th and 23rd March following the permanent closure of my account on their sister casino goldenbet due to gambling issues on the 13th March 2024. 

Both casinos are ‘owned and operated by Santeda International B.V.’ according to both casinos T&Cs and deposits made to mystake after 13th March went to the same ´Santeda B.V.´ bank account. 

I believe following permanent goldenbet account closure, further deposits to mystake should have been blocked given that Santeda B.V., which owns and operates both websites was aware of my issues. 

I would therefore like to ask that my £720 deposits to Santeda B.V. between 18th March and 3rd April are returned.

I have raised a complaint directly with mystake but their reply was: ‘Mystake operates independently as a standalone website. If you have any inquiries or concerns related to different websites, we kindly ask you to reach out directly to their respective support teams.

In accordance with the higher mentioned information, we can not fulfill your refund request.’

Dear auraucaria,

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

Hi Nick, thanks for your message. To confirm, I have requested account closure on mystake but after the deposits were made. I understand what you are saying regarding exclusion not necessarily needing to be applied across all websites, but I was allowed to open an account on mystake after having self-excluded from goldenbet, using the same details, which I think should not have been possible.

Also, as mentioned, deposits to mystake were made to the exact same Santeda B.V. bank account from the same bank account I used to fund my account on goldenbet. Shouldn’t this have triggered a block? Many thanks

Dear auraucaria,

Unfortunately not as the exclusion is relevant for only the casino you requested the exclusion in. There are some groups with this license who applies it to every casino but it is not mandatory and it is entirely up to the casino.

If there wasn't any request for exclusion to MyStake, there is sadly nothing we can do regarding that. Is your MyStake account currently still active or closed already?

Dear auraucaria,

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.