Jeg udelukkede mig selv og lukkede permanent min konto hos Mystake den 14. juni 2023 på grund af en ludomani, som de bekræftede via e-mail, at dette var gjort, og jeg kunne ikke længere logge ind. På trods af dette har jeg været i stand til at åbne en ny konto med de samme detaljer (kun min e-mail og brugernavn var forskellige). Dette er en klar fejl i at opretholde deres selvudelukkelsespolitik. Jeg anmoder om tilbagebetaling af mine indskud, da de ikke har beskyttet mig som lovet.
Jeg brugte det samme fulde navn, adresse, telefonnummer og bankkort til at åbne min nye konto. Den eneste detalje der var anderledes var e-mail og brugernavn (som også var næsten identiske) På trods af dette kunne MyStake ikke opdage at jeg var en fhv. bruger, indtil jeg kontaktede dem for at lukke min anden konto ned.
Jeg kontaktede Mystake via e-mail, og de forsikrede mig om, at nogen fra deres compliance-team ville kontakte mig, men det skete aldrig. Jeg forsøgte også at bruge deres live chat, blot for at få at vide, at de ikke kunne hjælpe mig. Jeg henvender mig nu til CasinoGuru for at få hjælp, da jeg føler, at Mystake har udnyttet mig, og deres fejl er tydelige. Jeg er mere end villig til at fremlægge alle nødvendige beviser for at støtte min sag.
I self-excluded and permanently closed my account with Mystake on June 14, 2023, due to a gambling addiction, which they confirmed by email this was done and I could no longer log in. Despite this, I have been able to open a new account with the same details (only my email and username were different). This is a clear failure to uphold their self-exclusion policy. I request a refund of my deposits, as they have not protected me as promised.
I used the same full name, address, phone number and bank card to open my new account, Only detail that was different was the email and username (which were also almost identical) Despite this, MyStake were unable to detect that I was a former user until I contacted them to shut my second account down.
I reached out to Mystake via email, and they assured me that someone from their compliance team would contact me, but that never happened. I also attempted to use their live chat, only to be told they couldn’t assist me. I'm now turning to CasinoGuru for help, as I feel that Mystake has taken advantage of me, and their failures are evident. I'm more than willing to provide any proof needed to support my case.
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