MyStake Casino - A autoexclusão do jogador não está sendo respeitada.

I am requesting assistance regarding my self-exclusion from MyStake. After my exclusion was confirmed, I was still able to create additional accounts on several MyStake domains, including mystake.bet, mystake1.com, and mystake4.com. These accounts were opened using the same personal information (name, address, phone number and payment details), with only a different email address.

Because I had already self-excluded, I believed I would not be able to register or deposit again on any related MyStake site. However, I was able to continue depositing across multiple domains without any KYC verification.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you self-exclude from MyStake Casino for the first time? Could you please forward me the self-exclusion request you sent to the casino, along with the casino’s response? My email address is veronika.f@casino.guru
• Has your original account been fully verified?
• Have any of your additional accounts been verified? When exactly did you create each of the additional accounts?

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

Best regards

Veronika

Hi, I self excluded via live chat. Don’t think all accounts were fully verified.

accounts last modified according to saved passwords - 12/04/2023, 29/05/2023, 7/10/2024

original account was fully verified I think

Am I correct in understanding that you have not accessed any of your accounts since 2024?

Yes correct. I’ve been emailing back & forth with mystake for months

Hello Lawallace,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I apologize, Lawallace, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period. 

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika

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