MyStake Casino - The player's self exclusion failed.

I made an account at mystake but, after losing quite a lot of money, proceeded to have this account excluded for a period of 5 years as I feared I was developing a gambling problem.

A few days later, I created a second account on mystake. I was unaware that this went against their terms and conditions. I was unable to verify my details to make a withdrawal from this second account so I emailed the support team asking for help. They did not inform me that duplicate accounts were not permitted even though I explained this was my second account. Rather they promptly emailed back saying my details had now been confirmed and I could make a withdrawal.

After loosing even more money, I requested to have this second account excluded.

Since then, I have been reading their terms and conditions and have realised that this second account should never have been permitted, especially for my own safety as I had already taken the steps to exclude my original account.

In their terms and conditions it says that on the creation of two or more accounts, the company will terminate the duplicate accounts and refund deposits minus a 20% transaction fee. This should have been done immediately after my first deposit however it was not and I have now deposited and lost even more money.

My question is: am I able to get any of my deposits refunded as mystake knew this was a duplicate account as I had informed them by email when it was created yet they still allowed me to make deposits and gamble?

Hello Rio1998,

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 first account was self excluded too? How fast after closing your first account did you open the second one? How much did you deposit on your second account in total?

Looking forward to your answer.

Regards,

Nick

Hi there,

thank you for responding so quickly.

Yes, my first account was self-excluded.

I opened the second account a few days up to a week later, I can’t remember exactly. But it was not a long time.

I estimate I deposited between £8000-£10000 on the second account.

Can you please forward your communication with the casino to nikolas.b@casino.guru?

Which emails would you like? I can send the first communication I had when I explained I was having problems verifying my second account and then everything afterwards as well?

Hello,

It's best to send all the evidence as it might be important when contacting the casino.

Dear Rio1998,

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.

I have forwarded the relevant emails as requested.

Hello Rio1998,

Can you please advise if you have used the same details in your registration form as in the first account?

Dear Rio1998,

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.

Hi there,

I believe all my personal details were exactly the same on both accounts except the email address I used.

Name, date of birth, and ID (Drivers license) I used for account verification were the same.

Hello Rio1998 and thank you for all the information. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Rio1998,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you so much for your help. Do I need to do anything else or just wait for your message?

Hello Jozef and Rio1998,

We always take gambling addiction seriously. When the player requests self-exclusion, it's done as soon as possible. Also, having duplicate accounts is prohibited. Our relevant team closes them once such activities are detected.

We will investigate every aspect of the player account in detail and get back to you with a thorough response as to what happened in this case.

Best regards,

Dear MyStake Casino team.

Thank you very much for your cooperation. I am extending the timer by 7 days. Please, let me know if you need more time.

Hello Jozef and Rio1998,

As the user has mentioned that he has a problem with gambling, his account was closed. The user hasn't used the second account, where he has access to the deposit amount, and he is able to withdraw it.

Best regards,

Hi Rio1998,

may kindly ask you to react?

Dear Rio1998,

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.

I’ve come to an agreement with mystake that they will refund me €5000 euros and I will sign a no claims form.

I have returned the form and am now waiting for their response.

Hi Rio1998,

glad to hear about that. Please, let me know when it is certain, so I can close the case as 'resolved'. I am extending the timer by 7 days.

I signed and returned the form over a week ago now and am yet to hear back.

I’m slightly concerned about how long the process is taking to move forward but hopefully I’ll hear from them soon.

Perhaps you could get in touch with them again and encourage them to proceed as soon as possible?

Thank you

Dear Mystake Casino team,

thank you very much for your cooperation, please could you update us on the matter?

Hello Jozef,

The player made a successful withdrawal on November 16. He should have already received the money.

Best regards,

Yes, I can confirm I have now received the €5000 as agreed.

Thank you very much casino guru for your help in this matter.

Dear Rio1998,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef