MyStake: Self-Exclusion Failures

3 cases on file about gambling harm at MyStake. One player says live chat reopened a closed account and offered a €100 bonus, after which they lost €9,350 more.

The mediator found no proof of a self-exclusion request, noting MyStake's rules say it must be made by email.

Another player asked Casino.guru to check 137 transactions; the mediator found no proof the casino was told of a problem, and the player had admitted using more than one account.

Still open: a UK player says MyStake let them sign up again despite a 2024 self-exclusion under the same name and birth date. The mediator has asked MyStake whether those details should have triggered the old block.

• Request self-exclusion by email, stating the reason and the period, and keep the reply — MyStake's rules name email as the route.
• Screenshot any chat where an agent reopens your account or offers a bonus after you've asked to stop.
• Keep one account only; admitting to more than one ended the mediator's help in one case.
• Get help from a support service such as BeGambleAware if gambling has stopped being fun.