MyStake Casino - Играчът иска пълно възстановяване на депозита.

Hello

I had an account at the MyStake Casino, as I developped a ganbling issue, I requested a self-exclusion because of the gambling issue, this was performed. However, a few days after that I was able to create a new account with the same name/last name and also was able to deposit money from the same credit card I used on the self-excluded account. Latest by then they should have noticed beside that my personal information was identical. According to their license they must take gambling issues seriously. I have the transscript where they confirmed that they self-excluded me based on my gambling issue. But I cannot upload the pdf here on the GuruSite, but I can send you by e-mail.

Therefore I request a refund of all the money (4'866.83 EUR) which was deposited on the 2nd account, as it never should have been possible to create one &they clearly didn't care about the self-exclusion and hindering myself to gamble on their site.

I file this complaint through you as I think the chances are better, compared to contacting them directly

Any questions let me know.

Thanks a lot in advance

Dear Audi_RS5,

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 was the reason you have closed your first account? Have you used the same credentials to register your second account? Was your first account successfully verified?

If there’s any relevant communication, please forward it 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

Dear Petronela

Thank you for the quick feedback!

Yes my first account was verified. As mentioned, I have closed the first one informing them that I have a gambling issue and they should please close my account. Which they did, but I was able to create a new account just with a different e-mail adress, the rest was identical, also I used the same credit card for most of the deposits, latest by then they should have noticed, although they should already have when I created the new one with the same personal info/credentials.

I don't have the initial transcript where I asked for the self-exclusion, however I have the transcript where they confirm that it was the way I described it. I will send you now by e-mail as I'm not able to upload it here.

Thanks a lot for your support.

Thank you very much, Audi_RS5, 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.  

Hello Jozef

I wanted to ask if there was anything new about my case? Thanks!

Hallo Jozef

Ich wollte mal nachfragen, ob es was neues zu meinem Fall gibt? Danke!

Hi Audi_RS5,

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,

As we have checked, the user has created his first account on 28-05-2022, the account was verified and then closed per user's request on 07-06-2022. The second account was created on 11-09-2022, due to heavy traffic we can't check every account, since it's opened. Please consider that we require a KYC procedure to reduce the risk of identity theft, money laundering, financial fraud, and the financing of criminal organizations. This process is taken very seriously. It is necessary to ensure that you are the legitimate person to whom we transfer money. When user tried to verify his account,we noticed duplicate accounts. Due to our proper department decision, the user was able to withdraw his money and after this, the account was closed.

Best regards,

Dear MyStake Casino

The payout was to a third account. As for the third account, what they say is correct. I had a profit that almost covered all deposits from the third account, the money was also paid to me. That's okay with me, too.

But this is about the second account (BMW535F10) and that shows that they don't take player protection seriously for players with an addiction problem. The verification of new accounts should take place in advance and not only with payouts.

Despite my self-ban on the grounds that I'm addicted to gambling, I was able to create two new accounts, deposit money and continue playing.

So basically it's fair to say that the provider MyStake has absolutely nothing to do with a problem player being able to create a new account with identical personal details at any point after their self-exclusion. This would render any self-exclusion mechanism from their website utterly useless.

I find this policy totally unacceptable and shirks their responsibilities under their own procedures and policies for license holders.

Therefore I demand a refund of all deposits on the second account, since I should never have been able to open it. When I self-excluded, I made it clear that I have a gambling problem.

Sehr geehrtes MyStake Casino

Bei der Auszahlung handelte es sich, um ein drittes Konto. Beim dritten Konto ist es korrekt, was sie sagen. Ich hatte einen Gewinn, der knapp alle Einzahlungen vom dritten Account gedeckt hat, das Geld wurde mir auch ausgezahlt. Das ist für mich auch okay und erledigt.

Hier geht es aber um den zweiten Account, (BMW535F10) und das zeigt doch, dass sie den Spielerschutz bei Spielern mit einem Suchtproblem gar nicht ernstnehmen. Die Verifizierung neuer Accounts sollte im Vorfeld stattfinden und nicht erst bei Auszahlungen.

Trotz meiner Selbstsperre mit Begründung dass ich spielsüchtig bin, war es mir ohne weiteres möglich zwei neue Accounts zu erstellen, Geld einzuzahlen und weiterzuspielen.

Im Grunde ist es also fair zu sagen, dass der Anbieter MyStake absolut nichts dafür hat, dass ein problematischer Spieler zu irgendeinem Zeitpunkt nach seinem Selbstausschluss ein neues Konto mit identischen persönlichen Daten erstellen kann. Dies würde jeden Selbstausschlussmechanismus von ihrer Website völlig nutzlos machen.

Ich halte diese Richtlinie für völlig inakzeptabel und entzieht sich ihrer Verantwortung gemäß ihren eigenen Verfahren und Richtlinien für Lizenzinhaber.

Deshalb fordere ich eine Rückerstattung aller Einzahlungen auf den zweiten Account, da es mir nie hätte möglich sein soll diesen zur Eröffnen. Beim Selbstausschluss habe ich klargemacht das ich ein Spielproblem habe.

Dear MyStake Casino team,

thank you very much for your cooperation. May I kindly ask you to specify the differences between the player's accounts? Has he used the same username, email and phone number?

Hello Jozef

First and last name were the same, only the e-mail address was different. No phone number was asked.

Hallo Jozef

Vor- und Nachname waren jeweils gleich, nur die E-Mailadresse war anders. Nach einer Telefonnummer wurde nicht gefragt.

Hello,

As we have checked, the user has multi accounts, and he was trying to use only no deposit bonus. That is the reason the account was blocked.

Best regards,

Hello Jozef

That is not the truth. It was me who had the first two accounts blocked due to gambling addiction. The chat script also confirms this.

The casino is obviously trying to close the case with wrong reasons. It was never about a bonus.

Why would I let myself be banned for gambling addiction and then open new accounts for a bonus, that's nonsense.

Hallo Jozef

Das entspricht nicht der Wahrheit. Ich war es ja der die ersten beiden Konten aufgrund von Spielsucht sperren liess. Der Chatscript bestätigt dies auch.

Das Casino versucht offensichtlich den Fall mit falschen Begründungen zu schliessen. Es ging nie um einen Bonus.

Wieso würde ich mich selbst aufgrund von Spielsucht sperren lassen um dann neue Accounts wegen eines Bonus zu eröffnen, das ist Schwachsinn.

Dear MyStake Casinot team,

thank you very much for your cooperation. After long examination of the case, we have a conclusion. If it is correct and player did use everything identical, just different email address, then we consider your player protection as insufficient. Any player with gambling problem and banned account can easily return by the time, use just different email (even by the coincidence since each of us can change email), and it is quite easy to bypass your system, play and loose at your casino. Adding a date of birth in registration form, and then monitoring the players that have same name and birthday would quite improve this process. Please, could you reevaluate your position, or is this your final decision? The player has clearly pointed out a gap in your responsible gambling protection, and I believe he deserves composition for the current situation.

Hello Jozef, 

According to our T&Cs, only one account is allowed per person. ''Any returns, winnings, or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account.'' Any user knows that making duplicate accounts is not accepted by any casino. 

We even let the player withdraw winnings from the second account since we detected during verification process that he was addicted to gambling. After that of course, the account got permanently blocked. 

As it turns out, he also had the third account that is still unverified. Our system automatically detects duplicate accounts once verification is complete. 

We understand that gambling addiction can be severe; that's why we block the accounts immediately after a player informs us of it. However, we can't check each account individually and verify whether it's duplicate or not. That's one of the reasons why the verification process exists. 

I understand your point, Jozef, however, we take full responsibility to block such users once we find out that he/she is gambling-addicted. On the other hand, the player must also act according to our policy and never open a new account without our consent. 

Please take into consideration all the details and circumstances. 

Best regards, 

Hello Jozef

The representation is not entirely correct. On the first account I had wins and losses and a payout. Then self-lock.

Second account opened after some time, only losses and self-blocking again.

Third account profits and losses were +/- 0, the profit was also paid out to me, only then did you realize that it wasn't my first account. The third account was then banned from MyStake.

If I hadn't requested a payout from the third account, I could have continued like this indefinitely, despite double self-lock, opening a fourth and fifth account, that just can't be. Player protection, especially for gambling addicts, simply does not exist.

Hallo Jozef

Die Darstellung stimmt nicht ganz. Beim ersten Konto hatte ich Gewinne und Verluste und eine Auszahlung. Danach Selbstsperre.

Zweites Konto eröffnet nach einuger Zeit, nur Verluste und wieder Selbstsperre.

Drittes Konto Gewinne und Verluste waren +/- 0, der Gewinn wurde mir auch ausbezahlt, erst dort haben Sie gemerkt, dass es nicht mein erstes Konto war. Das dritte Konto wurde dann von MyStake gesperrt.

Hätte ich beim dritten Konto keine Auszahlung angefragt, hätte ich unendlich so weitermachen können, trotz doppelter Selbstsperre, ein viertes und fünftes Konto eröffnen, dass kann einfach nicht sein. Der Spielerschutz insbesondere für Spielsüchtige ist einfach nicht vorhanden.

Dear Audi_RS5,

I am very sorry about the situation, but since the casino team has made their final decision, our resolution has reached its possible end. As I have already mentioned in my previous message, we believe the casino's protection of self-excluded players could have been improved, so it would not be so easy to repeatedly get into the casino. Concluding the information above, I am forced to close this case as 'unresolved'. Be aware that this complaint will negatively affect the casino reputation on our site. I would usually recommend reaching the licensing authority, however, since the casino behaved correctly according to their T&Cs, there is small chance that the regulator will take your side.

Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru