What Happened
A player from France asked Casino.guru to check whether MyStake failed to protect them from gambling harm, and to match 137 bank transactions worth about €4,004 against the casino's records, after the casino declined to send a full transaction history. They wanted losses refunded if a failure was found. The player admitted having used more than one MyStake account over time, and said two withdrawals had gone through. The player says MyStake told them the account was closed under its responsible gambling process after they raised concerns.
How It Developed
- 2026-08-19The mediator asked whether a May withdrawal was paid and for the correspondence. The player said €400 arrived and sent the files.
- 2026-09-02The mediator asked directly about multiple accounts and whether the casino had accused them of a breach, adding that Casino.guru cannot run general audits or data requests.
- 2026-09-09The mediator said the material showed no disclosure that would have obliged the casino to protect the player, and that the multi-account admission blocked further help.
- 2026-09-22After a long reply from the player, the mediator repeated that nothing so far justified stepping in: payouts were processed and the account was closed after the player reported harm.
- 2026-10-06The player did not reply again, and the case was closed.
Abandoned
The player stopped responding after the mediator found no proof of a protection failure and noted the multi-account admission. No refund.
What Helped
Nothing. Casino.guru only asks for a refund of net deposits when there is proof the casino was told about a gambling problem and kept taking money afterwards. A broad request to audit transactions will not be taken up.