MyStake Casino - Hráčovi se podařilo otevřít nový účet poté, co byl starý účet uzavřen kvůli problému s hazardními hrami.

Hi there,

Hopefully you are able to help me.

I have previously self-excluded with MyStake.com due to a gambling problem.

MyStake are quite evidently not a provider that takes any player welfare into consideration, as following self exclusion players are able to continuously re-open new accounts, using the same information that was used to open previous accounts (only different email address).

Today, following self-exclusion some months ago, they have allowed me to access their site and open a new account, using my same details and have subsequently lost £2227.86 (this was deposited into the the betting account in Euros and taken from my bank account using USD).

Please can you advise if there is anything you can help with here?

Many thanks

Glenn H****

Dear glennry1111,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you requested your previous account to be simply closed for a certain period of time, or you’ve self-excluded yourself permanently due to a gambling addiction?

Could you please affirm that you’ve used the same credentials to open your new account as with the old one?

Please forward any relevant communication along with supporting evidence to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela

To be clear, I had told them of my gambling problems on more than one occasion and requested permanent self-exclusion.

All of the information that I presented was exactly the same from that i had permanently self-excluded from. My first name, surname, address, identification, date of birth and telephone number are identical, the only difference is the email address . They verified my same personal details and identification and I was allowed to deposit.

I will forward over additional info via email.

Thank you.

Please can I add, that even following my account being blocked. I have put to the test and gone in with another account (exactly same details again, apart from different email address) and once again they have verified my identification and face recognition. If I were to choose to, would be also be allowed to deposit.

This makes their position 100% clear.

MyStake is a provider that does not take problem gambling seriously. They abuse, not only their responsibility of conduct but also go against that of Curacao eGaming’s standards, which is to prevent problem gamblers who have self-excused from returning. In fact, it seems to me that they are deliberately allowing them back.

Please see below for the main criteria in which MyStake has breached the Responsible Gaming, Self-Exclusion, Code of Conduct:

"The Operator is required to have in place and maintain proper measures to help prevent player addiction and allow Self-Exclusion to players who access the Websites.

Upon request of the End User, as well as if health issues of the End User deem such action necessary, the Operator must ensure that the End User shall for a limited or unlimited amount of time not be able to make use of any services offered on any of the Websites of the Operator."

Appreciate your time in reading this.

Dear glennry1111,

Thank you very much for the forwarded email. I can see that you requested an account closure (without stating any reason), is that correct? Have you informed casino about your gambling problem? Please understand that without supporting evidence it would be very difficult for us to confront the casino.

Dear Petronela.

The casino had blocked two accounts previously as result of me advising them that I had a gambling addiction. I have asked the casino, in dialogue with Curacao eGaming to present the reasons why these accounts were permanently blocked (it is because of me advising that I would like to permanently self-exclude), yet they subsequently allow for problem gamblers to just go in at any point following the self-exclusion and create a new account.

Perhaps I should continue to await MyStakes response in the emails including Curacao eGaming, which will state the reasons why my accounts were permanently blocked before progressing further on this platform but the fact remains, they know I had self-excluded permanently and still allow me to open an account using the same information and deposit. Which as per my previous message, is in breach of conduct of their gamblers licence regulators.

Dear glennry1111,

If there's any relevant communication between you, licensing authority, and the casino, please forward it to me too.

Thank you Petronela. I have received a transcript from their online chat which initially stipulated that they wouldn’t allow for individuals to open new accounts following self-exclusion, but then, following further probing, they have said that they can’t police it if players open up another account with same IP address, name, home address, identification document, face scan, telephone number, bank details etc. following self-exclusion. How can this be the practice of a reputable casino?

So basically, it is fair to say the provider, MyStake, have absolutely nothing in place for a problem gambler to create a new account, with identical personal details, at any point following their self-exclusion. This would render any self-exclusion mechanism from their site completely useless.

I consider this policy to be completely unacceptable and in void of their responsibilities, in accordance to their own licence holder procedures and guidelines.

I agree and fully understand your point of view, glennry1111. However, we still didn't receive any supporting evidence that you have informed casino about your gambling problem.

Hello Petronela, Sorry I had not sent over to you but I had all supporting evidence which was readily available to pass over to Curacao eGaming & Mystake.com.

However, turns out they have now investigated and the operator agrees that I am to be provided the amount in full via email.

Although, they have not yet stated how, so this is not yet resolved until I am in receipt of the funds. Once I have received, I will proceed to update but I will send you the most up to date details via email for now.

Thank you for your continued help.

Thank you, glennry1111, for the forwarded email. Please keep me informed about any further development.

Hi Petronela

Received the below update yesterday but they are still not providing any guideline on when.

I do not feel the matter has been concluded until the funds are in my bank account.

"Dear Customer,

As soon as we put amount, account will be open and will have been enabled only withdrawal function. 

We will try our best to manage it as soon as possible.

Kind Regards,

Compliance Manager"

Please allow it some time and keep me informed. I will keep this complaint opened till your confirmation that the matter has been resolved.

Hi Petronela,

They are still delaying the payment. Now advising the delays are due to not being able to make payments to UK banks, they have advised that they are prioritising but I have my doubts.

Thank you very much, glennry1111, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you. I have been told I will receive an update within the next few days. I will keep updated.

Hello glennry1111.

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

Hello. No need to contact the casino. They have agreed to make payment before Thursday of this week.

I trust they will adhere to this but please leave this open until I have confirmed this.

Thank you

Hello Glennry,

The money has already been credited to your playing account. Before withdrawal, you need to completely verify your account, specifically, email verification is requested.

After that, you will be able to get funds on your bank account balance.

All is verified, except the email address. As I had told you, I had completely deleted this email account as it was only associated with gambling. You have my name, address, telephone number, ID verification, home address verification.

You allowed me to deposit all of the funds without email verification and are only now having issue with this minor detail because you don’t want to issue the refund.

I stated within the email exchange with Curacao that I had deleted this email account as it was only opened to be associated with gambling, which I want to stop.

The case has been closed from our side and according to the latest update, the money has been transferred to the user's bank account.

I can confirm receipt now. Case is closed. Thank you

Hello there.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards, Jozef