MyStake Casino - La autoexclusión del jugador falló.

Hi CG Team,

yesterday after losing my balance of €100, I made two deposits of €185 in total.

After losing again, I asked the live chat to give me the 10% cashback on my deposits as per their promotion.

Unfortunately I don't have screenshots on the chat, but their reply was that I am not eligible for cashback, as I have violated the bonus terms and conditions, without giving me any further explanation.

At this point I asked for the permanent closure of my account, for life, as I am not satisfied with this casino and I prefer to get away from gambling.

The chat assistant's response was that my account is closed for life, but I'm simply blocked and I'm able to reopen it whenever I want via email (screenshot) because they say my data will stay for 5 years in their databases, like their terms and conditions say. However, reading them I did not find such a clause.

This means that this casino does not take the requests of a problem player seriously, rather it makes fun of him, even denying promotions so as to pay more. This is diabolical.

I therefore cordially ask for your help in receiving the refund of all my deposits on this platform and the real and lifetime closure of my gaming account and all my related data.

Salve CG Team,

ieri dopo aver perso il mio saldo di 100€, ho fatto due depositi di 185€ complessivi.

Dopo aver perso ancora, ho chiesto alla live chat di riconoscermi il cashback del 10% sui miei depositi, come prevede la loro promozione.

Purtroppo non ho screenshot sulla chat, ma la loro risposta era che io non sono eleggibile al cashback, in quanto ho violato i termini e condizioni dei bonus, senza darmi ulteriori spiegazioni.

A questo punto ho chiesto la chiusura permanente del mio account, a vita, in quanto non sono soddisfatto di questo casino e preferisco allontanarmi dal gioco d’azzardo.

La risposta dell’assistente alla chat è stata che il mio account è chiuso a vita, però risulto semplicemente bloccato e sono in grado di riaprirlo quando voglio tramite mail (screenshot) perché dicono che i miei dati resteranno per 5 anni nei loro database, come dicono i loro Termini e condizioni. Però, leggendoli non ho trovato una clausola del genere.

Questo significa che questo casinò non prende sul serio le richieste di un giocatore problematico, anzi si prende gioco di lui, negando pure le promozioni così da versare ancora. Questo è diabolico.

Chiedo dunque, cordialmente, il vostro aiuto per ricevere il rimborso di tutti i i miei depositi su questa piattaforma e la chiusura reale e a vita del mio conto gioco e di tutti i miei dati correlati.

Hello chicco123,

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?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

What angers me about this casino is how easily I lost at their mini games, which are supposed to have an RTP of 99%, this is one of the reasons why I want to move away from their platform, for their mini offer games, that you can make me "tilting" and go back to the old mechanisms, as I was a problem player years ago, but now I manage it, trying to manage the budget.

The problem therefore in addition to closing the account is their wickedness.

Since I had lost my €100 balance, they saw the two upcoming top-ups between them and They made up that I violated their T&C, so they didn't even give me the 10% cashback on this sum, enticing me to top up again .

Also, I repeat, in their T&C I do not see the condition that they must keep my data for 5 years.

So what I ask to definitively end my bad experience with Mystake:

• The total closure of the account and the deletion of all my data and documents and any possibility of reopening an account.
• The repayment of at least the last two deposits of the evening of 2 April, of approximately €185 in total, before the fact occurred.

Will you be able to help me? Thank you

Quello che mi fa rabbia di questo casino’ è la facilità con cui ho perso ai loro mini giochi, che dovrebbero avere un RTP del 99%, questo è uno dei motivi per il quale voglio allontanarmi dalla loro piattaforma, per la loro offerta dei mini games, che riesci a farmi "tiltare" ed a tornare nei vecchi meccanismi, in quanto sono stato anni fa un giocatore problematico, ma adesso gestisco la cosa, cercando di gestire il budget.

Il problema quindi oltre alla chiusura del conto è la loro malvagità.

Dato che avevo perso il mio saldo di 100€, hanno visto le due ricariche imminenti tra di loro e Si sono inventati che io ho violato i loro T&C, così da non riconoscermi neanche il cashback del 10% su questa somma, invogliandomi a ricaricare ancora.

Inoltre, ripeto, nei loro T&C non vedo la condizione che impone che debbano tenere i miei dati per 5 anni.

Dunque quello che chiedo per terminare definitivamente la mia brutta esperienza con Mystake:

• La chiusura totale dell’account e la cancellazione di tutti i miei dati e documenti e di ogni possibilità di riaprire un account.
• Il rimborso di almeno gli ultimi due depositi del 2 aprile sera, di circa 185€ totali, prima che si verificasse il fatto.

Riuscirete ad aiutarmi? Grazie

Hello chicco123,

I've checked the casino terms and conditions and found this here (https://mystake.com/en/static/terms/kycpolicy):

"Records of all documents obtained for the purpose of identification and all transaction data, as well as other documents are kept electronically for at least 10 years."

In case you wish to close your account without the possibility to reopen it, you will have to request for a self-exclusion reasoned by gambling issues or problematic gambling.

Unfortunately, the data has to be stored for the very same reason - if they would delete your data, how would they prevent you from registering there again.

As for the refund of the deposit, unfortunately the casino is not responsible for the loss in such cases. It would be a different case if they would ignore your self-exclusion request and would allow you to play or you would still have remaining balance on your account while it is closed, but it did not happen.

Basically, as your account got closed due breaching of their terms, you do not even require to request for the self-exclusion anymore but please keep in mind that in case of creating any new accounts, the casino won't be responsible for any loss.

I hope I could at least explain the situation. Is there anything else I could assist you with?

Regards,

Nick

It took you over a week to respond.

You have not dealt with the injustice towards me, regarding the fact that they no longer recognized my cashback, enticing me to top up, blaming me without reason for violating terms and conditions regarding a bonus.

You have been as helpful as mystake casino chat, to understand each other.

At this point totally dismiss this complaint, it makes no sense,

peace and love

Ci hai messo più di una settimana nel rispondere.

Non ti sei occupato dell’ingiustizia nei miei confronti, riguardo al fatto che non mi hanno riconosciuto più il mio cashback, invogliandomi a ricaricare, incolpandomi senza ragione sulla violazione di termini e condizioni riguardo un bonus.

Sei stato utile tanto quanto la chat del casino mystake, per capirci.

A questo punto elimina totalmente questo reclamo, non ha senso,

pace e bene

Hello chicco123,

I hope you were aware of the holidays and that we are not robots responding 24/7. Also the conclusion has nothing to do with the casino or what did they respond to you and the difference between self-exclusion and account closure was explained 2 times here in the complaint.

We will be now closing it for the above mentioned reason.

Regards,

Nick