Mystake Casino - Account not closed and request refund is being stalled

Dear Mystake Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hello,

We are Mystake Casino, not Ninecasino :)

Dear Mystake Casino,

While the player may have attached screenshots related to another casino by mistake, there are still screenshots that pertain to Mystake Casino and their account closure request from October 4th. We kindly request that you investigate this situation and provide clarification regarding when the player's account was closed following the initial closure request. Furthermore, we seek information about the fate of any deposits made by the player after the closure request was submitted.

Hello there

suppor­t@m­yst­ake.email is our website's official email address. Consequently, we receive all communications via email or live chat. The player sent us a message using a different address, thus, preventing us from receiving it.

We promptly closed their account as soon as we received the user's message via live chat.


We are supplying website screenshots where the email address is indicated. (It is mentioned on three pages).

Best regards,
Mystake team

I will continue to raise this issue with you. I have also attached screen shots demonstrating that you are using two emails !

I have also highlighted that you provide 24/7 support which was not easily accessed or provided to myself. Due to no responses to an alternative email address that you use, unable to send a message request on your site despite several attempts.

I would also like to highlight that actually in one of the screen shots you say there are many ways to contact you. When clicking contact it brings you to a message page (this never worked) at the bottom of that page it highlights a support email.

Therefore I again would like to request that my money is returned. To prevent this happening again I would suggest that you have one email. And when you say you have 24/7 support you should provide it.

I needed help and you did not help at all.

I now may not be able to pay my bills and this is due to my addiction to gambling. You have not helped me to gamble responsibly at all. I feel that my stake casino has neglected their duty of care to me.

Also under your self exclusion part you state : You
shall contact our customer support team via email

You do not again state what email !

Also in image 3 you state again to contact your support email. Now the email that I contacted was: [email protected]

This has the word support in which again is misleading if you don’t actually even get a Response

Images did not attach

Dear Mystake Casino,

As visible on your contact page, the email [email protected] is still listed below the contact form, which implies its availability for use - https:­//p­rnt.sc­/Sa­eCX­ldpoV_R. Since the player reached out to you using this email address, we strongly urge you to proceed with refunding the deposits made after the initial account closure request.

Furthermore, we strongly recommend updating the information on your website to clearly specify the active email address to avoid similar issues in the future.

In case of disagreement with this suggestion we will have no other choice but to close complaint as Unresolved and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity.

Best regards,

Dear all,

This complaint has been reopened as per Mystake Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Hello @ABI2347,

Please confirm from your side that the mentioned funds have been already refunded.

Kind regards,
Mystake

Dear @Abi2347,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.