Contact Mystake

Last updated: 26 May 2026

Mystake is an independent informational site rather than a casino itself: there is no support inbox here for accounts, deposits or withdrawals. This page exists so every enquiry reaches the right destination as fast as possible. Reading the section that matches your situation saves time on both sides of the conversation.

1. Account, deposit, withdrawal or bonus issues

If you're hitting a problem with a casino account — a missing payout, a stuck verification, a bonus that never credited, an account that was suspended — Mystake cannot step in directly. We do not manage player accounts, hold funds, or have access to any operator's back-office systems. The first port of call is always the operator's own support team. Their live chat tends to be quickest; their email queue tends to be slowest. File a ticket, take a screenshot of the chat transcript, keep the ticket reference safe, and give the operator a reasonable deadline (24 to 72 hours for most issues, longer for KYC-related delays).

If the operator does not deal with the issue inside a reasonable window, the next stop depends on where the brand is licensed. For Curaçao-licensed operators, the licensee on file with the regulator is the formal complaint route. For brands sitting under a Gibraltar licence, the Gibraltar Gambling Commissioner offers a dedicated player-support pathway. Independent dispute mediators such as AskGamblers Complaint Service and Casino Guru Complaint Service have a strong track record of resolving disputes with offshore operators when other escalation channels run aground.

2. Reporting an offshore operator under UK law

The Gambling Act 2005 makes it an offence to deliver real-money online casino services to UK-located customers without a licence. Enforcement rests with the UKGC (UK Gambling Commission). To report an operator that looks to be breaching the Act, the UKGC's complaints form is at gamblingcommission.gov.uk. The UKGC can revoke licences, direct payment providers to block non-compliant operators, and keeps a public register of complaints received. Reporting is anonymous; no account, deposit information or personally identifying details are required to submit a complaint.

3. Self-exclusion and gambling-harm support

The UK's national self-exclusion scheme for licensed gambling services is GAMSTOP, found at gamstop.co.uk. Registering with GAMSTOP blocks every UKGC-licensed online gambling operator in a single step. Offshore casinos including Mystake — which holds a Curaçao eGaming licence rather than UKGC permission — are not bound by GAMSTOP, but registering still matters: it removes the regulated wagering option that often acts as a gateway into harder offshore play.

4. Corrections to Mystake content

Mystake reviews rest on hands-on testing of operators, but conditions shift quickly. If a fact has gone out of date or a number turns out to be wrong, we want to hear about it. The fastest route to flag a correction is to email the editorial address with the URL of the page, the precise claim that is incorrect, and (where possible) a source confirming the right figure. Substantive corrections are made inside five business days, and a dated note is appended at the foot of the affected review describing what was altered. The full procedure is set out on the Editorial Policy page.

5. Operators wishing to flag an inaccuracy

Operators contacted by Mystake about review-related fact-checks are answered through the same editorial channel. The rules apply equally as they would for any reader: a specific factual claim, a documented basis for the correction, and (where a partnership is in place) an acknowledgement that the partnership does not influence the score. The broader rule set sits on the Affiliate Disclosure page. Sales, marketing or partnership enquiries are not handled here; please use the partnerships address instead.

6. Press and media enquiries

Journalists chasing a quote, a story lead or a background briefing on the UK online-gambling beat should drop a note to the press address — a clear subject line and a deadline help us turn it around quickly. We're typically happy to go on the record about operator behaviour, the broader regulatory picture, and where the player-safety conversation currently sits. The exception is live, individual complaints: those we won't discuss unless they've already entered the public domain.

7. Legal, privacy and data requests

Anyone wanting to use a UK GDPR or Data Protection Act 2018 right — access, correction, deletion of any personal data Mystake may hold about them — should send the request to the privacy address. The categories of data we hold, and the legal basis for each, are documented on the Privacy Policy page, while the technical layer covering cookies and similar browser storage lives on the Cookie Policy page. Takedown notices under DMCA or other IP frameworks go to the contact address and are handled in line with standard practice. For the wider context — who's behind the site, what it's for, and how our reviews are produced — head to the About page; the public-facing front door of the site is still the Mystake Casino homepage.

What Mystake cannot help with

A short list of things to save you an email round-trip. We cannot pry stuck deposits free, push KYC checks up an operator's internal queue, change anyone's bonus terms, lift an operator-side self-exclusion, hand out legal or financial advice, or release private data on a specific player. Each of those belongs with a different body, all of which are pointed to in the relevant section above.