What Happened
A player says they closed their MyStake account in early May 2026 after losing about €8,300 and telling live chat they were in distress over gambling. Soon afterwards, they say, they asked chat about cashback, the agent offered a €100 bonus and reopened the account on the spot with no questions or cooling-off period, and they lost €9,350 more. The player wanted the chat transcripts and a refund. The mediator asked for proof that a self-exclusion for gambling problems, not a simple closure, had been requested.
How It Developed
- 2026-05-12Complaint opened; the player said support refused to release the closure and reopening chat logs.
- 2026-05-13The mediator explained the difference between closing an account and self-exclusion, and asked for the closure requests and the casino's replies, or screenshots.
- 2026-05-25After reviewing the emails, the mediator said nothing showed a self-exclusion request made through chat, noted MyStake's rules say self-exclusion is requested by email, and said no refund could be pursued without that proof.
- 2026-06-08The player did not reply to a 7-day extension and the complaint was closed because they stopped responding.
Abandoned
The player stopped responding after the mediator said there was no proof of a self-exclusion request; the €9,350 refund was not pursued.
What Helped
Nothing was recovered. The mediator's test is whether you asked for self-exclusion because of a gambling problem, in a form you can show; a chat closure you cannot document does not meet it. Send self-exclusion requests by email with the reason and period stated, and keep the reply.