Stake Casino BR - Player’s account has been approved despite self-exclusion.

Dear CasinoGuru admins

I would like to explain my situation and request a review of an issue related to my account.

I previously had a verified account with KYC at Stake.com, which was permanently self-excluded due to issues with my gambling behavior, as I have a history of gambling addiction that caused me to lose a significant amount of money. After this period, I made the decision to completely distance myself from gambling, which included the self-exclusion from Stake.com.

Recently, I received advertisements about the Stake.bet.br platform, which is an extension of the same globally respected brand known for its strict responsible gaming controls. I then decided to open an account, believing that, upon completing the KYC verification, my account would automatically be rejected due to the permanent self-exclusion on my Stake.com account.

Surprisingly, my account was approved, and unfortunately, I ended up making deposits and losing a significant amount of money, which severely affected my livelihood and my ability to pay essential bills. I lost vital money for my daily life and am now in a very difficult financial situation.

In light of this, I am requesting that the company review my situation and, if possible, cancel the deposits made and refund the amounts, so I can fulfill my financial obligations that were neglected due to the gambling issue.

I believe the company, being globally recognized for its commitment to responsible gambling, will understand the gravity of the situation and take prompt action, as the lost amount is relatively small for the platform but extremely important to me.

If this request is not addressed, I will consider approaching consumer protection agencies such as Procon and Reclame Aqui, as well as possible legal action, as I believe that responsible gambling must be treated with the utmost seriousness. To illustrate, I refer to another platform, Bet365, where when I tried to open an account at Bet365.bet.br, my KYC verification was automatically rejected upon identifying that I already had a closed account, preventing me from being exposed to further financial loss.

Thank you for your attention, and I look forward to a positive response, trusting that the company will take the necessary steps to resolve this situation fairly and responsibly.

Sincerely,

Leandro L.

The SECRETARY OF PRIZES AND BETS OF THE MINISTRY OF FINANCE, in the exercise of the powers conferred by art. 55, item I, letter "d" of Annex I of Decree No. 11,907, dated January 30, 2024, and in accordance with the provisions of art. 29, § 3, of Law No. 13,756, dated December 12, 2018, Law No. 14,790, dated December 29, 2023, and Normative Ordinance MF No. 1,330, dated October 26, 2023, resolves:

CHAPTER II - RULES AND GUIDELINES FOR RESPONSIBLE GAMING

Article 8 The betting operator is required to prevent registration or use of its betting system by:

I - persons under eighteen years of age;

II - owners, administrators, directors, persons with significant influence, managers, or employees of the betting operator;

III - public agents with responsibilities directly related to the regulation, control, and supervision of the activity within the federative entity in which they exercise their duties;

IV - persons who have or could have access to the computerized lottery systems of fixed-odds betting;

V - persons who have or could have any influence on the outcome of a real sporting event subject to fixed-odds betting, including:

a) persons holding sports management positions, sports coaches, trainers, and members of coaching staff;

b) sports referees, assistant referees, or equivalents, sports agents, athlete and coach representatives, or members of coaching staff;

c) members of the management or supervisory bodies of the sports organizing body or competition entities;

d) athletes participating in competitions organized by entities in the National Sports System.

VI - persons diagnosed with gambling addiction through a report from a qualified mental health professional; and

VII - persons prohibited from betting by specific administrative or judicial decision, when formally notified.

Dear leandroaugustolelis,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To better understand your situation and assist you more effectively, could you please provide clarification on the following questions:

• Could you please confirm when exactly you self-excluded from Stake.com? Please forward me the account closure request along with the casino's response to veronika.f@casino.guru.
• Have you reached out to the customer support at Stake.bet.br to inform them about your gambling problems before opening the new account?
• Did you use the same credentials to create your account at Stake.bet.br as you used at Stake.com? How did you register on both of your accounts?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Ignore the 2 last messages, I'm trying to discover the main account that was fully KYC verified and excluded... all that others were correctly self excluded

Dear Veronica,

This is the email I sent to them, I hope you can help me request this refund please. I attached the image with self exclusion.

I hope this message finds you well. I would like to take the opportunity to explain my current situation and request a review of an issue related to my account.

I have a verified account with KYC at Stake.com under the email address leandrolelis@mail.com. This account was permanently self-excluded due to my history of gambling addiction, which caused significant financial loss. As a result, I made the decision to fully distance myself from gambling, including self-excluding from Stake.com.

Recently, I received advertisements for the Stake.bet.br platform, which is an extension of the globally respected Stake brand known for its strong commitment to responsible gambling. I assumed that, upon completing KYC verification, my account would automatically be rejected due to my previous permanent self-exclusion on Stake.com. However, to my surprise, my account was approved. Unfortunately, I proceeded to deposit funds, resulting in significant financial losses that have had a severe impact on my livelihood and my ability to pay essential bills.

The KYC process is specifically designed to prevent situations like mine by identifying individuals who should not be allowed to participate due to previous self-exclusions or gambling-related issues. It is concerning that despite this process, my account was approved, and I was allowed to deposit funds and incur further losses. This oversight has placed me in a very difficult financial position, and I am unable to fulfill my daily financial obligations due to this gambling issue.

Given the circumstances, I am requesting that the company kindly review my case and, if possible, consider canceling the deposits made and issuing a refund. This would allow me to meet my financial obligations, which I have been unable to address because of this issue.

I have made several attempts to contact Stake.bet.br via email, but unfortunately, I have not received any response. I believe that Stake is a globally respected brand that values its customers and the principles of responsible gambling. Therefore, I trust that the company will understand the gravity of my situation and take prompt action to resolve it, especially since the KYC process should have prevented this very scenario.

If this issue is not resolved in a timely manner, I will have no choice but to escalate the matter by reaching out to relevant consumer protection agencies such as Procon and Reclame Aqui, as well as consider possible legal action. I believe that responsible gambling must be handled with the utmost seriousness, and I hope Stake will act accordingly to resolve this matter.

I appreciate your attention to this matter and hope for a positive and fair resolution. I trust that Stake.com will take the necessary steps to address my situation responsibly and with understanding.

Sincerely,

Leandro L.

The SECRETARY OF PRIZES AND BETS OF THE MINISTRY OF FINANCE, in the exercise of the powers conferred by art. 55, item I, letter "d" of Annex I of Decree No. 11,907, dated January 30, 2024, and in accordance with the provisions of art. 29, § 3, of Law No. 13,756, dated December 12, 2018, Law No. 14,790, dated December 29, 2023, and Normative Ordinance MF No. 1,330, dated October 26, 2023, resolves:

CHAPTER II - RULES AND GUIDELINES FOR RESPONSIBLE GAMING

Article 8 The betting operator is required to prevent registration or use of its betting system by:

I - persons under eighteen years of age;

II - owners, administrators, directors, persons with significant influence, managers, or employees of the betting operator;

III - public agents with responsibilities directly related to the regulation, control, and supervision of the activity within the federative entity in which they exercise their duties;

IV - persons who have or could have access to the computerized lottery systems of fixed-odds betting;

V - persons who have or could have any influence on the outcome of a real sporting event subject to fixed-odds betting, including:

a) persons holding sports management positions, sports coaches, trainers, and members of coaching staff;

b) sports referees, assistant referees, or equivalents, sports agents, athlete and coach representatives, or members of coaching staff;

c) members of the management or supervisory bodies of the sports organizing body or competition entities;

d) athletes participating in competitions organized by entities in the National Sports System.

VI - persons diagnosed with gambling addiction through a report from a qualified mental health professional; and

VII - persons prohibited from betting by specific administrative or judicial decision, when formally notified.

Thank you for your responses. Have you been able to use the same email address for your Stake.bet.br account as you used previously in your Stake.com accounts?

Am I correct in understanding that your Stake.bet.br account has been closed in the meantime? Have you contacted customer support with an account closure request, or did the casino block you on their own?

I would also like to emphasize that at no point did I use any false or misleading information for either of these accounts. All the data I provided — my real name, surname, address, document ID, and KYC — was entirely accurate. I followed all the necessary procedures honestly and transparently.

To clarify, when I tried to register with Bet365, they properly blocked my account after KYC verification, which was entirely correct. I did not lose any funds in that process. However, with Stake, my account was accepted without issue, despite the potential for mismatched or incomplete data due to the migration. This has left me in a difficult financial position.

At this moment, I am facing severe financial difficulties, and I urgently need the refund to cover essential living expenses like rent and bills. I truly hope you can understand the gravity of this situation and expedite the resolution, as this money is critical for me to maintain my day-to-day obligations.

Thank you Very Much Veronica

Dear Veronica,

Stake.com has not responded to my previous complaint, but I did receive a reply from Stake.bet.br stating that the two accounts are separate due to different jurisdictions.

However, I respectfully disagree with that position.

Both accounts were operating in Brazil under the same brand — Stake.

I even received an official email encouraging users to migrate from one platform to the other, stating that VIP status and other account features would be transferred automatically. If that was the case, then self-exclusions should have been transferred as well, just as other platforms such as Bet365 and similar casinos have done in comparable situations.

Because of this, I kindly ask that Stake.com intervenes and communicates directly with Stake.bet.br to request a full void of all bets and a refund of all deposits.

At the very least, I hope you can help negotiate a fair agreement that allows me to cover the essential bills that are now overdue as a result of this issue.

I appreciate your attention to this matter and look forward to your response.

Sincerely,

Leandro

Thank you for keeping me updated.

Could you please forward me the email you received from Stake.bet.br to veronika.f@casino.guru?

Please note that when the same brand operates in different jurisdictions under separate licenses, it is not guaranteed that the companies will share player information or automatically block access across all their platforms.

Dear Veronica,

Just sent the email.

Thank you very much for your response and for taking the time to carefully analyze my request. 

I understand that the operations are legally distinct, but as a loyal customer of the brand, it is hard to ignore the fact that during the migration process and sent by email, some benefits, such as VIP status and associated rewards, were recognized and automatically transferred between the platforms. This prior recognition suggests that there is, in some way, a continuation of the customer relationship and experience, even under different legal entities.

With that in mind, the same principle could (and I believe should) be applied to the self-exclusion. After all, this is a protective measure for the player, directly tied to responsible gaming, which should arguably take even higher priority than any loyalty perks.

It's important to highlight that all other casinos that underwent similar migration or restructuring processes respected the self-exclusion previously requested by their users—precisely because they recognized the importance of this preventive and well-being measure. Stake, being a global reference, could align itself with this practice—not just as a technical issue, but as an ethical commitment to its players.

Thank you for your attention, and I remain available for any further clarification. I trust that together we can find a fair, humane solution that aligns with the values that Stake stands for.

Warm regards,

Leandro

Unfortunately, due to the lack of migration of my self-exclusion status, I ended up losing essential funds, which makes this situation even more sensitive and concerning. Given that Stake is one of the largest and most respected casinos and brands in the world, it is expected to act in accordance with the best practices in the industry. In all similar cases, stake.com voided bets and refunded deposits, I think stake.com must talk with stake.bet.br and resolve this since its the same brand and responsible gaming must be respected.

Otherwise, every Brazilian player who had previously self-excluded and accesses the new platform could face the same issue, which is unacceptable from both a responsible gaming and ethical business standpoint.

Have you tried registering at Stake.bet.br Casino with your email address that is self-excluded in Stake Casino, or did you register with a different address immediately?

Dear leandroaugustolelis,

Thank you for the additional information and for your continued cooperation during the review of your case.

After carefully assessing the details you provided and reviewing all available evidence, we must unfortunately inform you that we cannot support your request for a refund.

Importantly, we were unable to verify that Stake.bet.br violated any binding regulations or terms in this case. Although both Stake.com and Stake.bet.br appear to be associated with the same brand, they operate under separate licenses. As such, there is no legal requirement obligating them to share exclusion lists across platforms unless mandated by the licensing authority or jurisdiction—something which, based on our understanding, does not currently apply to this case.

We understand this is not the outcome you were hoping for, and we truly regret that we are unable to help more in this instance. Please know that you are not alone in dealing with gambling-related harm, and if you haven’t already, we strongly encourage you to seek support from a professional counselor or local organization specializing in gambling addiction.

We are now closing this complaint, but we wish you all the best moving forward, and we hope for your continued recovery and financial stability.

Best regards,

Veronika

Casino.Guru Team

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