MyStake Casino - Self-excluded player was allowed to deposit.

I have been self excluded of all online casinos in the UK but have been allowed to play on mystake the last few weeks. I openly admit I have a gambling addiction and am unsure why I have been allowed to gamble on this site. I contacted support last week and told them to close my account but was able to sign in today and deposit more! How do mybet claim to support responsible gambling but are allowing this. It’s dangerous for people like me! I believe they are breaching the conditions of their licence and something should be done as they are taken advantage of people with addictions in order to line their pockets!

Hello Deemc23,

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? Did you ever specifically request a self exclusion in MyStake casino and did you mention gambling addiction? When was the last time you spoke to the casino and what was it about?

Please note that as the casino does not have an UK license, your exclusion at UKGC has no effect there.

Looking forward to your answer.

Regards,

Nick

Dear Deemc23,

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.

Yes my account was verified, I only did so as they would not let me make a withdrawal but were happy to take multiple deposits. I didn’t mention my gambling addiction the first time I contacted them just asked to close my account, I thought that would have been enough as I know I can’t gamble elsewhere. I contacted live support again today and told them about my gambling addiction and to make sure I was self excluded, which appears to have happened now. Unfortunately I lost a lot of money between asking for my account to be closed and it actually being closed.

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.

Dear Deemc23,

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.