MyStake Casino - Breach of responsible gambling principles and rules
**To the CasinoReviews Complaint Team,**
I am filing this formal complaint against MyStake regarding a severe breach of their Duty of Care and the failure of their Responsible Gambling infrastructure.
**1. The Incident: Manual Override of Deposit Limits**
I explicitly requested a **one-week deposit block** (not a general account cooling-off) to manage my gambling activity. Despite this request being confirmed by support, the platform’s technical infrastructure allowed for a "manual override" of this limit. Only 24 hours later, the "Can Deposit" toggle was reactivated, allowing me to lose significant funds.
**2. Breach of Terms & Conditions (Italian Version)**
As an Italian resident, I relied on the Italian version of the MyStake website. Under the "Gioco Responsabile" section, it is explicitly stated:
“Il limite di deposito verrà ripristinato una volta scaduto il periodo richiesto.” (The deposit limit will be reset once the requested period has expired).
There is **no clause** in their terms stating that a deposit limit can be modified or revoked before the end of the requested period. MyStake claims they enabled deposits based on my "consent," but a safety limit that can be bypassed during the restricted period is a deceptive tool that violates the very principles of player protection.
**3. The "Consent" Paradox & GDPR Violation**
In their latest response (signed by a pseudonym, "▇▇▇▇▇▇▇▇▇▇▇▇▇"), the MyStake Compliance Department claimed that older chat transcripts are "not retrievable." This is a dual violation:
• **GDPR Breach:** Under Article 15, I have an absolute right to my data history.
• **Lack of Evidence:** They claim I gave "consent" to lift the block, but simultaneously admit they cannot provide the logs. They have zero evidence to support their defense, while I possess screenshots of agents "▇▇▇▇" and "▇▇▇▇" acknowledging the situation.
**4. Technical Failure of "User Autonomy"**
MyStake promotes "User Autonomy" but fails to provide the necessary technical hard-locks. Their system relies on a manual toggle that support agents can bypass at will, which renders the Responsible Gambling tools entirely ineffective for vulnerable players.
**5. Legal Context**
I have already notified them of the **ECJ Ruling C-77/24**, which establishes jurisdiction in my country of residence (Italy). Since they operate without an ADM license in Italy, the contract is legally void, and their failure to uphold safety protocols constitutes professional negligence.
**Requested Outcome:**
I am seeking a full refund of all deposits made after the initial request to block deposits was submitted and acknowledged, as the operator failed to maintain the safety barriers promised in their own Terms and Conditions.
I have all the evidence (screenshots and emails) ready to be provided upon request.
Sincerely,
**▇▇▇▇▇**
