MyStake Casino - The player's requesting a refund of deposits.

This account was opened fraudulently by my abusive ex partner

I have sent them proof of this from my bank account and a police crime number

the account was opened in my name as the abusive ex partner used my phone to access my bank account to deposit several bank transfers and debits over several days

I have contacted this site who state as I have made this account in my name and used the deposited funds they can not help

even though I have sent them proof I did not open this account or deposit any funds

this was opened and deposited by the abusive ex partner who had me trapped in a room and used my phone under duress and physical, mental and financial abuse

Hello Kazza08969,

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 when was your account created? Was there any activity on that account? When was the last time you spoke to the casino and what was it about?

Please note that the evidence you forwarded is not enough to prove your claim that the account was not created by you. Please understand that casinos come across such stories almost daily as players want to reclaim their lost balance so we will need much more evidence to help you argue with the casino. Is there any official report of your incident or any other proof? If yes, please forward it to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

opened 20th February

large amount deposited 23/02/23

not verified and no attempt to contact me to ask about the large sum of deposits over a short space of time

over £600 deposited by my physical and financial abusive ex partner on an account they did not verify or ask for any reassurance on the amounts deposited in a short space of time

last spoke to the support team 6th March

Account deposits were used

No withdrawals

I have 2 crime references and a reference from my bank complaint. I also have a confirmation reference from the financial ombudsman

I have a block on my bank account from December for no gambling and my name is blocked on gambling sites since December. This same situation happened in December from the ex partner. I have reported this to the financial ombudsman

I had him removed by police and not had him back since .. how ever when he came to my property at the end of February this happened again

none of these bank transferred should have been allowed as I have full blocks on my account

it is not letting me upload my complaint to my bank for allowing these transactions in December and February as prof or any of my other evidence

please could you advise how I can get this evidence to you

Please remove the attached documents as these have all my personal details on them

I have now submitted them by email

this is my response

opened 20th February

large amount deposited 23/02/23

not verified and no attempt to contact me to ask about the large sum of deposits over a short space of time 

over £600 deposited by my physical and financial abusive ex partner on an account they did not verify or ask for any reassurance on the amounts deposited in a short space of time 

last spoke to the support team 6th March

Account deposits were used

No withdrawals

I have 2 crime references and a reference from my bank complaint. I also have a confirmation reference from the financial ombudsman

I have a block on my bank account from December for no gambling and my name is blocked on gambling sites since December. This same situation happened in December from the ex partner. I have reported this to the financial ombudsman

I had him removed by police and not had him back since .. how ever when he came to my property at the end of February this happened again

none of these bank transferred should have been allowed as I have full blocks on my account

evid sent to your email

Hello Kazza08969,

The attachments are not visible for the public. Can you please advise where did you send those e-mails (or from which e-mail address) as I did not receive anything from you.

Please send it to nikolas.b@casino.guru.

Mystake account was opened 20th February

large amount deposited 23/02/23

not verified and no attempt to contact me to ask about the large sum of deposits over a short space of time on an unverified account 

over £600 deposited by my physical and financial abusive ex partner on an account they did not verify or ask for any reassurance on the amounts deposited in a short space of time 

last spoke to the support team 6th March who said this money has been used and can not be refunded. They sa I was in the room then this counts as it was me. I explained that I didn’t not open the account, or authorise these deposits and was not using the phone. I was being trapped and physically and financially abused. 

Account deposits were used 23/2/23 as they were deposited … over £600 in one night 

No withdrawals

I have 2 crime references and a complaint reference from my bank complaint. I also have a confirmation reference from the financial ombudsman

I have a block on my bank account from December for no gambling and my name is blocked on gambling sites since December. 

This same situation happened in December from the ex partner. I have reported this to the financial ombudsman

I had him removed by police and not had him back since .. however when he came to my property at the end of February this happened again

none of these bank transfers should have been allowed as I have full blocks on my account and Gamstop. Also this was clearly not being responsible gambling as over £600 was deposited one after the other on an unverified account 

Attached is all my crime references, complaint references and any other evidence I can think of to support this case 

Sincerely karen harris 

my email is kaz*****@hotmail.com

my mobile number is 073****

This is the email I last received from mystake support

I have sent all my other supporting evidence and documents to your email

please do email me if you have still not received them and I can reply to you

sincerely karen harris

Hi nick have you received my emails

from thanks Karen

I have been researching why such a large amount of money was allowed to be deposited over a short period of time on an unverified account without any intervention

KYC is a legal requirement for financial institutions and financial services companies to establish a customer's identity and identify risk factors. KYC procedures help prevent identity theft, money laundering, financial fraud, terrorism financing, and other financial crimes.2 Nov 2022

if this was in place on mystake then I wouldn’t have endured my experience that night

please can you respond to my evidence I have sent you via email and on here and please do not hesitate to ask anything more

sincerely karen

Hello Kazza08969,

I've received your e-mails. Unfortunately, after going through all of them, we can't hold the casino responsible for such incident.

I'm really sorry for what happen but the casino could not know whether you or your boyfriend played with the account. I can only recommend to try to contact the licensing authorities as they might be the only one who can help you as we can't enforce the casino to refund any of the balance.

Is there anything else I could assist you with? If not, we will be forced to close the complaint.

Please could you provide the contact for the license authority

thanks karen

You can either click on their license logo on their website, scroll down and find the clickthrough link to submit a complaint and type all the details there or go directly through this link:

https://www.curacao-egaming.com/public-and-players/complaints-step-1

Please let me know to nikolas.b@casino.guru in case the authorities would respond to you and give you a final verdict regarding the case so we would be able to change the complaint status as well.

Best regards,

Nick