MyStake Casino - 未成年者によって作成されたプレイヤーのアカウントがブロックされました。

Hello,

My kid opened an account in the casino without my authorisation, depositing money. The casino then found out, and totally blocked the account, as it is expected for them to do.

The problem is that apart from blocking the account, they decided to keep all the money that there's on it.

The account was established without my knowledge or permission, which is a clear violation of the service provider's own Terms & Conditions that prohibit underage individuals from creating accounts and participating in gambling activities.

Since the account was blocked immediately and no services were utilized, there has been no loss or expense incurred by the service provider that would justify withholding the funds. 

Also, many jurisdictions including the Curacao one have consumer protection laws that provide for the right to a refund when services are not rendered or contracts are entered into by unauthorized parties, particularly minors. The creation of the account by an underage individual should be considered void ab initio, and any associated transactions should be reversed.

Apart from that, retaining the funds under these circumstances could be considered unjust enrichment, as the service provider has not provided any services in exchange for the deposited funds.

The service provider's Terms of Service grant them the discretionary power to issue refunds. I urge them to exercise this discretion in favor of refunding the balance to the original payment method, given the exceptional nature of this case. They also told me that my kid would be able to receive the money as soon as he is +18, like encouraging him to go back to the casino and having to re-open that account; this makes no sense and is not stated ANYWHERE in their Terms and Conditions. 

Ambiguous interpretations of something that does not exist, as the terms and conditions are silent on the reasons why they are keeping my money; all the vague justifications they have been giving me are made up as they go along.

Given the above points, I respectfully request that AskGamblers review this matter and provide a fair resolution. The funds in question were deposited under false pretenses, and I believe that a refund is both legally and ethically justified.

Best Regards

Dear lcrworld,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MyStake Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the casino closed the account, and withheld the funds on the account in the amount of $200?
• Could you please specify if the funds were deposited using a payment method in your name?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

Thank you very much for your response.

To the first question; indeed, that’s what happened. The amount is also correct.

To the second question; my kid used my card to buy directly crypto from the site, as far as I know the crypto got added there. I would accept to get the refund in USDC or USDT, as that is the currency used by that casino. I guess I’ll figure out how to get it in fiat money.

I have a charge in my card from Coinbase (I could send pictures if needed) of the cryptocurrencies bought for depositing there right after.

I request to the casino that if they finally decide refunding the money, to please ask me for payment information as I'm not aware what wallet my kid used and don't want the money to go who knows where.

Regards

Thank you very much, lcrworld, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear lcrworld,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Hello,

We are reviewing that matter and get back to you soon.

Regards

Our policy states that accounts of juveniles are suspended until they become 18. Before then, both the account and the balance are frozen. The user can take out the balance once they turn eighteen years old.

Kind regards,

Mystake team