Hi,

Last year I closed my account with Mystake due to a gambling addiction and I had a relapse and opened an account using all the same details barring my email address using a different one. They have stated that there is not much they can do but I know by looking at issues you have resolved previously you can help

Dear Bre96,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered with MyStake.

To assist you more effectively and work towards a resolution, could you please provide more detailed information on the following points:

• The exact date when you initially closed your account with MyStake due to a gambling addiction.
• The date when you opened a new account with MyStake using a different email address.
• Any communications or screenshots of correspondence with MyStake regarding this issue.
• Details about the interactions you had with MyStake's support team and their responses to your situation.

You can forward any relevant communication or documents to [email protected].

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

I have lost the information related to when I closed the first account but do have a copy of a complaint I raised with the cura?ao gambling commission if this helps?

Do you need me to provide this?

Hi Bre96,

Thank you for the forwarded communication.

• Could you please advise if you received any reply from the Licensing Authority already?
• Was your first account previously verified, please?

I am looking forward to hearing from you.

I never received any reply from the licensing authority and yes my first account was fully verified.

Hi Bre96,

• Am I correct in understanding that you contacted the Licensing Authority on the 3rd of July?

Thank you.

It was the 3rd of July last year and is related to my original account. I have not contacted the licensing authority in regards to the complaint about the current account which I had created

Hi Bre96,

• Could you please let us know when you opened your second account?
• Is it still accessible?
• Could you confirm that you used the same credentials, address, and date of birth to open your second account?

Thank you.

I opened the second account on the 30th June I believe. The account is no longer accessible as I contacted and had closed and spoke to them via email regarding having a gambling addiction. All details provided were the same, name, date of birth and home address. Only changes made was use of a different email address

Thank you very much, Bre96, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Bre96,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MyStake Casino,

Could you possibly provide additional information regarding the failed self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hi Michal,

I closed a fully verified account with my stake last year approx June 13 2023 this account was fully verified and was closed due to myself suffering from a gambling addiction I was able to lose over ￡10,500 in a 24 hour period which I did not have and was able to process with them back then. I contacted them to close the account which was done promptly at that time.

I was able to create a new account and fully verify this using the same name, date of birth, address and mobile number. The only thing that I had changed was my email address this occurred on approx 3rd July this year. I was able to regain control promptly due to my card declining due to the bank blocking my card and ban this account also. During conversations on webchat i advised them of all this and was told there was nothing that could be done. I then found your website hoping you could assist.

Hello,

We checked the account under that email - [email protected] and the account was closed due to the user's demand. Along with, there isn't any verification passed, so it's too hard to identify the user.

Kind regards,

Mystake team

Dear MyStake Casino,

Can you confirm that the account from 2013 and the account from now share the same information - name, date of birth, address and mobile number?

Hello Michal,

We will provide you with the detailed information via email.

Kind regards

Dear Bre96,

From the evidence I was able to review, it seems like the only details that match those 2 accounts are your name. There is a different date of birth on each account. Can you comment on this? Would you be able to provide us with any proof that the personal details were identical on those 2 accounts in question?

Would you be able to tell me what the apparent Date of Births showing on both accounts are? Considering I sent authentication on both occasions using my drivers license this seems odd that they are stating this?

One date is 25.09.1987 and the other is 05.05.1996, and there was also mention by the casino that the second account was not verified.

Which email address apparently has the incorrect date of birth? That seems odd because I would never have passed verification with that for my old account and had submitted verification details for the second account also. I have no way of proving this as did not receive emails

Dear Bre96,

Can you also comment on the statement that the second account was closed by your request within one hour of registration?

Dear Bre96,

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.