MyStake Casino - Sebevyloučení hráče selhalo.

Good day

I hereby file a complaint against mystake-casino, which together with rolletto-casino is owned and operated by OnyxioN B.V. (registration number: 151296; registered in Curaçao).

On April 28, 2022, I applied to Rolletto livechat for an immediate ban due to gambling addiction, which was granted immediately. Unfortunately, after the ban at Rolletto after April 28th, I was still able to deposit over 5000 euros at the sister casino mystake and lose.

I feel like I should have been banned from both casinos. This for the following reason:

The mystake casino and the Rolletto casino use one and the same chat. If I open mystake chat and Rolletto chat at the same time, the chat conversations are shown synchronously. The support behind the chat is therefore responsible for both the rolletto and the mystake chat at the same time. It's one and the same person behind both livechats.

When I confronted mystake casino with this fact, I was lied to or the chat was terminated.

On May 12, 2022, a Mystake employee wrote to me:

"Dear Customer,

Please be informed, that according to the Terms & Conditions of the website Privacy Policy, we do not share or receive personal information from our customers. Accordingly, as an independent brand, MyStake do not hold information which is kept by other brands.".

For the reasons mentioned, this is not true. When I write to Rolletto Casino via live-chat, the message also appears in mystake-chat at the same time. The fact that you do not exchange any information with each other can only be viewed cynically, since one person is available and responsible for both the rolletto and the mystake chat in the live chat. If I write to the support in the Rolletto chat that I want to be blocked immediately, then this should also apply to the mystake casino for the reasons mentioned.

I would be happy to submit various documents that prove this. But before you answer, I would ask you to do the following: Open the Rolletto-chat and the mystake-chat and write something. You will be amazed.

The fact that the respective sister casinos have no information about what was written in the other chat (e.g. game ban for gambling addiction) is just ridiculous.

I would like to send you a PDF, but I couldn't upload it here.

I hope for your answer.

Best regards

Hello Mister_Schweiz,

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 clarify a few things before we would continue.

Unfortunately the casino is not obligate to self exclude your account if you are self excluded in their sister casino - of course it is different with every gambling license as it is mandatory in some casinos.

Also in almost most of cases the live chat is an outsourced person and can work for multiple casinos and is able to answer your question for multiple brands but they are not able to process or make changes within the player's account. For that reason the self exclusion is mostly required to be asked through e-mail support.

In your case, the only thing I can recommend is to try to contact the licensing authorities of the casino as they are the only one who can tell you if the casino was supposed to block your account in all brands or not. You can try to contact them directly through the casino license - https://verification.curacao-egaming.com/validateview.aspx?domain=mystake.com

Looking forward to your answer.

Regards,

Nick

good day

I asked where i can send additional documents. I would like to send something and tell you before you pass on my problem and hand it in.

Thank you very much.

Good day

Thank you very much for your answer. Unfortunately, I have to assume that you did not read my message carefully.

I am very well aware and I said so in my first message that you usually have to exclude yourself from each casino individually and that you are not automatically excluded from sister casinos.

Now, a while ago I was successfully banned from Rolletto Casino via LiveChat (I didn't email, I used LiveChat). In LiveChat, the same person is responsible for mystake and rolletto. Mystake's argument that no information is shared between the two casinos is unusable and was simply a lie (they received and studied the relevant documentation). As well as? The person would have to talk to himself. If I write to a person that I am addicted to gambling and this person is also responsible for rolletto and mystake, then there is sufficient suspicion of gambling addiction and all measures must be taken.

Furthermore, if I write "I want to be banned for gambling addiction" in Rolletto's chat and the same text also appears in mystake chat at the same time...then I think it's clear that I need to be banned from both casinos for player protection . Or for which casino does my request for a ban apply if my request for a ban due to gambling addiction appears in both rolletto and mystake chats at the same time?

I sent you the conversation with mystake. It is evident that you are very uncomfortable with this form of confrontation, which is why you stopped the chat.

PS: it would be desirable if you publish relevant translations that I provided to you yesterday and invite mystake to express your opinion before sending me to the licensing authority in the simplest way. I hope Casino Guru can help, otherwise you could go directly to the licensing authority in any case.

In this particular case, I ask you to express your opinion and not immediately pass the problem on to the licensing authority.

Good day.

I have repeatedly written that I would like to send another PDF, without which my complaint is not complete. Where can I send them? Thank you very much for a quick reply.

Best regards,

Dear Mister_Schweiz,

Please forward the document or proof to nikolas.b@casino.guru.

I sent you the documents.

PS: The link you sent me above (casino license) does not work...

https://verification.curacao-egaming.com/validateview.aspx?domain=mystake.com

Dear Mister_Schweiz,

Thank you very much for all the information provided. The fact that you can self exclude your account through e-mail won't change much on the outcome of the case as blocking in sister casinos is not mandatory for them. It would still mean that you need to request a self exclusion in each of them. I can fully understand your point of the view if it was the same live chat support however it is not something we can force on casino to do as it is not in their terms or license terms. I can really only recommend to try to contact the license - this link should work https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint

We will have to close the complaint and mark it as waiting for the regulator's decision as it is up to the license whether you should receive back your money or not.

Please let us know through e-mail if you will contact them and the outcome of the entire case when they will make a final decision.

Regards,

Nick

Hello Mister_Schweiz,

We have received information from the casino that MyStake and Rolletto has no shared database. The live chat support is an outsourced company and that's why both casinos had the same support.

Taking into consideration those new facts, we will be now rejecting the complaint.

You can however still contact the licensing authorities on the above provided link and let us know in case they would decide a different outcome of this case.

Best regards,

Nick

I've reopened this complaint as per the player’s request. The player has informed us that the casino issued a full refund after he filed a legally sound complaint (with the assistance of lawyers in Curacao). Therefore, I am closing the case as 'resolved'.