MyStake Casino - Se ha pasado por alto el intento del jugador de autoexcluirse del casino.

On May 9th, I sent an email to the casino requesting self-exclusion. I never received a response from him. Yesterday 05/31 I tried to enter my account to see if it was still operational and to be able to play. I was able to enter without problem and deposit up to €2,750 in different deposits without any problem, I was losing, I was depositing and there was no problem. The problem came when I stopped losing, and I won, so I tried to withdraw my money and saw that it was impossible. I contact the chat and they tell me that my account is deactivated due to the self-exclusion that I requested. They do not give me any solution on how to withdraw my money that I have in the account and that I won. I have 6,900 euros that are mine and I want to withdraw them to my bank account, just as they did not give me any problem to deposit 2,750 euros.

El pasado 9 de mayo, envié un correo la casino solicitando la autoexclusion. Nunca recibí una respuesta por su parte. Ayer día 31/05 probé a entrar en mi cuenta para ver si seguia operativa y poder jugar. Pude entrar sin problema y depositar en diferentes depósitos hasta 2750 € sin ningún tipo de problema, iba perdiendo, iba depositando y no había problema. El problema llegó cua do deje de perder, y gané, entonces intenté retirar mi dinero y vi que era imposible. Contacto con el chat y me dicen que mi cuenta está desactivada por la autoexclusion que solicité. No me dan ninguna solución a como retirar mi dinero que tengo en la cuenta y que yo gané. Tengo 6900 euros que son míos y quiero retirarlos a mi cuenta bancaria, igual que no me pusieron problema alguno para depositar 2750 euros.

Dear Ganador100,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela, thank you very much for helping me. I have forwarded the email that I sent to the casino on May 9 and to which I never received a response.

Hola Petronela, muchas gracias por ayudarme. Te he reenviado el correo que envié al casino el día 9 de mayo y del cual nunca obtuve respuesta.

Hello, I want to add that the casino has finally contacted me. It seems that they want to solve it, they have asked me to verify the card with which I made the deposits so that I can withdraw my money later. I have sent you what you have requested, I hope you really let me withdraw my money

Hola, quiero añadir que el casino por fin se ha puesto en contacto conmigo. Parece que quieren solucionarlo, me han pedido verificar la targeta con la que hice los depósitos para después poder retirar mi dinero. Le he enviado lo que me han solicitado, espero que de verdad me dejen retirar mi dinero

Thank you, Ganador100, for your reply. I'm happy that the casino contacted you and decide to pay your winnings. Please keep me updated about any further developments.

Finally they have paid me my winnings and closed my account. Many thanks to Casino Gurú for the work you do.

Finalmente me han pagado mis ganancias y cerrado mi cuenta. Muchas gracias a Casino Gurú por la labor que hacéis.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Ganador100, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru