MyStake Casino - La cuenta del jugador ha sido reabierta.

I self excluded from this casino for 6 months and they allowed for me to reactivate my account early. The reason I asked for a 6 months ban is due to having gambling issued. They acknowledged the fact that my ban wasn’t up and still went ahead and unblocked my account. Why have this in place if it’s so easy to continue gambling

Dear propetcollars,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

"Self-Exclusion

In case the situation is more serious, the Player may request the self-exclusion for an extended period. You shall contact our customer support team via email and request the self-exclusion for a period of between 6 months and 5 years. In case the User does not specify the period for the self-exclusion, the Account will be closed for 6 months.

It can be difficult to determine whether a person’s gambling has become problematic though. If you have gambling-related issues, please mention it while closing the account, so our staff will act responsibly. "

Could you please forward me the self-exclusion request that you sent to the casino?

Also, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru together with your self-exclusion request.

Thank you very much in advance for your reply.

Best regards,

Kristina

I have responded via email

Thank you for your reply, propetcollars. I received your email, but I am afraid that if you did not inform the casino about your gambling problem in the self-exclusion request, you are not entitled to any refunds. We could help only if you clearly expressed your problems (which I don't see mentioned anywhere in your messages) and the casino refused to close your account.

Did you send a self-exclusion request in which you informed the casino about your gambling problem?

Dear propetcollars,

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.