MyStake Casino - Акаунтът на играча не е блокиран въпреки докладвания проблем с хазарта.

Thank you very much for your cooperation in this case. Please, could you explain why the player's account has not been blocked after she informed you about her gambling problem? Although she does not deserve to receive the refund before 12th August, after 17th Jan 24 you were clearly aware of her addiction and the best practice would be to block his account asap.

The refund I am requesting in this dispute is after I told them 17th Jan 24 about my gambling issues and they didn't block anything which resulted in more deposits being made which I feel warrant refund 

It is standard practice and also common sense. If a player tells you they have a gambling issue then as a company who promotes responsible gambling

Hello Mumoffive87,

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. Could you please advise what reason you have given when requesting to block your account? Did you request it by live chat or casino e-mail? Is your account currently closed? If yes, since when exactly? How much and how long after your request did you deposit?

Thank you very much in advance for your reply.

Best regards,

Nick

my account was only closed Saturday after me emailing on Tuesday that I wish to self exclude myself your live chat feature never worked did try to message their aswel

Getting no response from casino have sent Iban number so can issue my refund still getting no response

Hello Mumoffive87,

Can you please forward the self-exclusion request sent to the casino to nikolas.b@casino.guru?

Dear Mumoffive87,

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 email

Hello Mumoffive87,

Thank you for the e-mail forwarded. Unfortunately, there is not a single mention of gambling addiction or request for a self-exclusion in it so it was not valid and the casino had no obligation to close your account.

Do you have any actual evidence of mentioning gambling addiction to the casino?

Please note that if you do not have such communication with them, we can do nothing as they did nothing wrong.

If you do, please forward it to nikolas.b@casino.guru within the next 7 days otherwise we will be forced to reject the complaint.

Dear Mumoffive87,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.