Hi im unsure of what to do but i’m a problem gambler and i have used mystake in the past and withdrew which they accepted but the bounced it back and never got back to verifying my cards yet i was verified on everything im also signed up to gamstop even though i know that probably makes no difference to anything because of this site specifically i had already used in the past i then ended up spending it all and closing my account due to unsuccessful withdrawal which i then reopened an account months later with the same information as before and have continued to spend too much im unsure if theres anything i can do about this as in a refund or not but im stuck on where to go or ask now as im struggling financially sorry if this is the wrong place to ask the disupte amount is a rough estimate as i know ive genuinely spent a lot

Dear Crane89,

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 a self-exclusion? My email address is [email protected]. 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

Thank you, Crane89, for the forwarded screenshots. Could you please clarify when the communication took place?

Dear Crane89,

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.

What the date of me self excluding on mystake or the date i tried to withdraw

I'd like to know the date when you requested the self-exclusion, please.

It was 7th august

If you requested the self-exclusion on the 7th of August 2023, please advise when was your account blocked.

Dear Crane89,

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.

Pretty sure it took a day to

block my account

You initiated self-exclusion on August 7th, and your account was blocked on the following day. When did you close your initial account? Were there any discrepancies in your personal information when you opened your second account, such as email address, name, or home address?

Dear Crane89,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.