MyStake Casino - Jogador solicitando histórico de transações após autoexclusão.

Hi,

I am trying to get access to my mystake transaction history for an account they have banned. I believe they allowed me to bet despite being self excluded and blocked from other casinos under the santeda intl group.

I would like to review my transactions from the account user Broady1992

Dear Broady92,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• When have you requested a self-exclusion in a casino in this group, and which casino you contacted?
• Could you please share your communication with the casino you self-excluded in and this casino as well? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi,

thanks for your reply. In answer to your questions:

1. roughly 2 years and account was blocked at some point last year I think
2. Can’t remember I believe it was over a conversation on live chat (I would also like to see a breakdown of these chats the casino holds)
3. Not sure I understand the question. I requested to be self excluded blocked. But I was then allowed to open other accounts with casinos in santeda group (rolletto, freshbet, golden bet, velobet)
4. Please see screenshots of communication with mystake:

Thanks

Tim

Dear Broady92

Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Only casinos operating under specific licensors are obligated to extend the self-exclusion of players to associated brands.

We understand the casino might not be willing to provide a list of transactions to you, nor we can compel the casino to oblige with such a request.

Please let me know if any other circumstances would support your case, otherwise the complaint will be closed. Such evidence would be a confirmation from any of the casinos you are self-excluded in that the self-exclusion would extend to this casino as well.

My email is tomas@casino.guru

I'll await your reply.

Dear Broady92,

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.