MyStake Casino - Закрытие счета игрока приводит к конфискации внесенных средств.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with MyStake Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you kindly confirm whether you have registered using the same email address from which you have requested a self-exclusion?
• Could you please confirm whether you have passed the KYC verification in this casino on either of your accounts?
• Could you please forward your original self-exclusion request directly to my email? You can reach me at [email protected].

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Thanks for your reply, Attila 🙂 I sent you this email and I'm writing it here too...

Dear Attila,

Thanks for the clarification. Here are the clarifications requested:

1. Email Address: I confirm that I used a different email address for this new registration. However, I provided my true and accurate personal information (First Name, Last Name, and Date of Birth), which is identical to the one on the previously permanently self-excluded account.

2. KYC Verification: KYC verification was successfully completed on my first account. The casino demonstrated that it was able to reconnect my identity to the old account information only after I lost the funds, closing the account for "duplicate". I maintain that, according to Responsible Gaming protocols, cross-referencing personal information (not just email) should occur at registration or deposit to protect self-excluded players.

3. Documentation: I will forward it to your email address ( [email protected] ) the official email from MyStake Compliance in which they explicitly admit that they have recognized my status as a self-excluded user for gambling reasons. I had even forgotten about my self-exclusion, and it happened many months ago with a statement in chat with MyStake customer support

The crux of the matter remains their admission of guilt: if they were able to identify me as a self-excluded user to close my account and deny the refund, they should have had the technology to do so before accepting €380.00 in deposits.

I remain available for further details.

Grazie per la risposta Attila 🙂 ti ho inviato questa mail e te la scrivo anche qui...

Gentile Attila,

Grazie per la precisione. Ecco i chiarimenti richiesti:

1. Indirizzo Email: Confermo che per questa nuova registrazione ho utilizzato un indirizzo email differente. Tuttavia, ho fornito i miei dati anagrafici reali e corretti (Nome, Cognome e Data di Nascita) che sono identici a quelli dell'account precedentemente autoescluso permanentemente.

2. Verifica KYC: La verifica KYC era stata completata con successo sul mio primo account. Il casinò ha dimostrato di essere in grado di ricollegare la mia identità ai dati del vecchio account solo dopo che ho perso i fondi, chiudendo il conto per "duplicato". Sostengo che, in base ai protocolli di Gioco Responsabile, l'incrocio dei dati anagrafici (non solo dell'email) debba avvenire al momento della registrazione o del deposito per proteggere i giocatori autoesclusi.

3. Documentazione: Provvedo a inoltrare al tuo indirizzo email ([email protected]) la mail ufficiale della Compliance di MyStake in cui ammettono esplicitamente di aver riconosciuto il mio status di utente autoescluso per motivi di gioco.La mia autoesclusione l'avevo anche dimenticata,ed è avvenuta molti mesi fa con una dichiarazione in chat con l'assistenza clienti di Mystake

Il punto centrale rimane la loro ammissione di colpa: se sono stati in grado di identificarmi come utente autoescluso per chiudere il conto e negare il rimborso, avrebbero dovuto avere la tecnologia per farlo prima di accettare €380,00 di depositi.

Resto a disposizione per ulteriori dettagli.

Thank you for your response. Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. Could you please confirm whether you have access to your original self-exclusion request?

Thank you in advance for your reply.

Dear Attila, I sent you a private email yesterday, but I'm forwarding you here the email they sent me when I requested self-exclusion in 2024.

Caro Attila ti ho inviato una mail ieri privata ,ma ti giro qui la mail che loro mi hanno mandato, quando ho fatto richiesta di autoesclusione nel 2024

Thank you for your response. Could you please confirm whether you have access to the email related to the casino's reply as well?

I'm afraid I didn't understand, the response is the self-exclusion one that mystake sent me in 2024, I sent you the screenshot six days ago... the email was [email protected] The last communications with mystake happened recently on [email protected] To request a refund of the deposit, I hope I was clear

Temo di non aver capito,la risposta è quella di autoesclusione che mi mandò nel 2024 mystake,ti ho inviato lo screenshot sei giorni fa...la mail era [email protected] le ultime comunicazioni con mystake sono avvenute ultimamente su [email protected] per richiedere il rimborso del deposito,spero di essere stato chiaro

Dear Player, thank you for your response. I appreciate the provided evidence and I apologize for any confusion. However, it appears that the emails received thus far are all messages from the casino. In order to assist you further, could you kindly forward the emails that you have sent to the casino?

Thank you for your patience and cooperation.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Danielec,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the MyStake Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a MyStake Casino representative to join this conversation and participate in resolving this complaint.

Dear MyStake Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.