Self-Exclusion Failures: £185 (net losses claimed) at MyStake

What Happened

A player from the United Kingdom says MyStake let them open a new account and deposit £325 despite a self-exclusion with the same casino in April 2024 under the same name and date of birth. Play was blocked after £185 in losses, when the system caught the old exclusion; the player says a support agent blamed a system glitch, then retracted it. The £140.52 balance has since been paid, so the claim is now the £185. MyStake says the old account was unverified, no IP matched, and it closed the duplicate once detected.

How It Developed

• 2026-09-26Complaint opened; the player made clear the issue is a refund of the deposits, not the small balance.
• 2026-09-28The player reported the live-chat glitch remark, its retraction, and marketing emails still arriving; the mediator asked about the original exclusion, the account history and when KYC was done.
• 2026-09-28The player said the 2024 exclusion was with MyStake itself, no confirmation email survives, KYC was done after depositing, and the £140 had arrived.
• 2026-10-05A resolver invited MyStake, which asked for time.
• 2026-10-15MyStake replied: the first account was closed at the player's request for gambling concerns, was never verified, and no IP match existed; the duplicate was closed promptly once detected.
• 2026-10-20The mediator asked MyStake for a side-by-side of the registration details, a timestamped timeline and the chat records, and to reconsider the £185 if matching details should have triggered the exclusion; both sides posted again on 23 October, awaiting moderation.

What Has (and Hasn't) Helped