MyStake Casino - Hráč požaduje vrácení svých vkladů.

I advised numerous times to close my account with this casino permanently due to gambling issues however, this was easily overturned each time during a relapse with a simple email to them, even though they had previously advised that reopening of my account would not be possible. I’m seeking a refund from all deposits made from 30/11/2022 to 01/01/2023 as the self-exclusion / responsible gambling has failed me from MyStake.

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Hello LiamK,

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 the first time your account got closed? How long after that did the casino reopen it and could you please send your reopen request with their answer to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

i first asked the casino to close my account permanently on 1st October 2022 stating the reason I no longer wished to gamble with them. This was then overturned by my request on 2nd October 2022. I’ll run down a timeline below for you:

5th October 2022 - asked for account to be permanent deleted, with my data removed. Reopened by my request on 7th October 2022.

29th October - i asked the casino to permanent ban me my account, also asking if they’re able to "ban me to ensure I am not able to gamble again on their site". I was able to overturn this with a simple email again.

22nd November - asked for account to be close stating I gamble too much and don’t like it. Again this was easily overturned with one email request on 24th November.

25th November - once again asked the casino to close my account permanently, stating I gamble too much. This was again overturned on 30th November with one email request, with the casino seeking no further information or pressing any matter.

And that was until Sunday 1st January where I once again asked to be banned permanent and to request a refund as I believe the self exclusion and responsible gambling from the casino has failed me. Note that I have not received any email back from the casino since.

Update: I have received this response from the casino, any help would be appreciated considering the evidence I have also sent

Dear Customer,

Hope this email finds you well. 

Thank you very much for letting us know your concern. 

Please be informed that according to the Responsible Gaming terms customer’s account can be closed and opened per the request. 

We would like to let you know that your account has been closed and never reopened after informing relevant team regarding your issues related with gambling.

In accordance with the higher mentioned information, you are not entitled for a refund.

Kind regards,

Amelia C******

Compliance manager

Hello LiamK,

Can you please forward your requests sent to the casino?

Please note that unless you mentioned any gambling issues or addiction, it is not counted as a self exclusion but an account closure, which can be changed by the player's request anytime.

I have sent all the emails to you a week ago, Nick. At the email mentioned above. As well as the original attachments to this thread.

Hello LiamK and thank you for the information provided. 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

Great, thank you Nick. I look forward to hearing from you Jozef.

Hi LiamK,

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

Hi, please note the casino will just say "Please be informed that customer’s account has been closed and never reopened soon as he mentioned gambling related issues."

but please refer back to the evidence already provided supporting my counter claim.

Jozef, please be advised this has also been raised with the Curaçao eGaming license operator as a complaint and it has been formalised. We’re currently awaiting MyStake to respond as well, their 7 days is up tomorrow whilst so far all they have replied is similar to the above message. I can forward this email to you?

if this complaint could remain open for the timebeing. Thanks.

Hello,

The user has a complaint in Curacao. We kindly ask you to close the complaint before we find out the final answer from the regulator.

Best regards,

Dear LiamK,

since you have reached the licensing authority, I have no other option than to close this case until the regulator decides. Please, inform us about the outcome.

Best regards, Jozef

jozef.k@casino.guru

Dear Anonymized328,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at jozef.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,Jozef

Dear Anonymized328,

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, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.