Stake Casino US - Player's account was reopened despite self-exclusion.

I am reaching out in regards to my complaint filed against Stake.com from a year ago. My complaint was regarding failure to follow self-exclusion guidelines and Responsible Gambling. My account has been re-opened, and I currently have access to it, after being permanently self-excluded. This is complete negligence on behalf of Stake.Com. I can provide further information, proof, etc. Please let me know if you can provide any assistance regarding this matter. Thank you

Dear dap301,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding your account with Stake.com.

In order to assist you better and clarify the situation, could you please provide more information by answering the following questions:

• When exactly did you initiate your self-exclusion?
• What communication have you had with Stake.com regarding your self-exclusion?
• Can you provide any documentation or proof of your self-exclusion request?
• Have you attempted to reach out to their support team regarding this issue since your account was reopened?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Nick

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

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

Stay cautious and contact us directly if you have any doubts.

Dear dap301,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have more files and information I will send tmr morning.

To Whom It May Concern,

I am filing a formal dispute against Stake.com for serious breaches of responsible gambling policies, specifically regarding permanent self-exclusion and regulatory circumvention.

On November 21, 2022, I initiated a permanent self-exclusion from Stake.com. According to their own responsible gambling policies, this exclusion should have prohibited me from accessing any gambling services provided by or affiliated with Stake.com from that point forward.

Despite this, Stake.com later advertised and directly promoted Stake.us, encouraging self-excluded users, as well as users from restricted regions, to continue gambling via their affiliated platform. This is clearly demonstrated in the promotional messages I received, where Stake.com explicitly stated that their services were unavailable in my region (Ontario, Canada), yet encouraged me to sign up for Stake.us, which they described as their "social casino."

Not only was I able to access Stake.us, but I was also able to register a new account, pass their verification process, and deposit large sums of money — despite my permanent exclusion from their ecosystem. This would not have been possible had the self-exclusion policy been properly integrated and enforced across both platforms, as is expected from any operator claiming a commitment to responsible gambling.

This demonstrates:

A failure in cross-platform exclusion enforcement, where a self-excluded user on Stake.com was knowingly allowed to gamble again on Stake.us.

A deliberate redirection and advertisement of an alternative gambling platform to users who should not be gambling at all under Stake’s own exclusion policy.

A lack of sufficient safeguards—including CDD, AML, and biometric verification—that would have otherwise flagged me as a previously self-excluded user.

Proposal:

I am seeking a full refund of all deposits made on my Stake.com account. This refund is warranted due to Stake’s failure to uphold its own self-exclusion policies and the active facilitation of continued gambling despite a clear and confirmed request for permanent exclusion.

I am prepared to provide all supporting documents, communications, and screenshots that confirm these failures, including:

Confirmation of permanent self-exclusion from Stake.com

Promotional material and redirection to Stake.us

Proof of activity and losses on Stake.us

Location evidence showing usage from a restricted jurisdiction

Please advise on the next steps.

I am seeing now that my prior complaint was against Stake and this one is Stake CO. What is the difference?

I must emphasize that Stake’s claim that the self-exclusion link was valid for seven days directly contradicts their own Responsible Gambling terms at the time. Those terms clearly stated that the link would expire after 24 hours, after which the self-exclusion process would need to be restarted entirely. This blatant inconsistency resulted in a critical failure to enforce the self-exclusion properly. Consequently, I was able to create a new account, which only deepened my gambling addiction and led to significant financial damage.

Thank you dap301 for all the information provided so far. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you, Nick - I appreciate your response and look forward to resolving this.

Jozef, let me know if you need anything from me.

Dear dap301,

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

Dear Jozef,

We would like to highlight that we are only able to address Stake.com matters and emphasize that the complainant's account has remained restricted since the indefinite self-exclusion.

To provide further clarification, the account was later set to withdraw-only mode, as per the user's request.

This change only permits the user to make a withdrawal from their account but does not allow them to place any bets or make deposits.

It is crucial to note that there has been no deposit or wagering activity on their account since that date.

As there is no new information provided in this complaint, we respectfully request that it be rejected.

Kind regards,

Dear dap301,

Could you please clarify whether your account on Stake.com was self-excluded due to a gambling problem, or if you did not specify any particular reason to the casino team?

Thank you.

My account was self-excluded due to a gambling problem. This was specified to Stake, hence my exclusion period being "indefinite" as well.

Dear Stake Casino Team,

We appreciate your cooperation. Given that Stake.com and Stake.us operate under the same brand, could you please clarify why a self-exclusion applied on one casino would not extend to all associated domains and entities? From our perspective, such measures should apply brand-wide to ensure consistency and player protection. If this complaint remains unresolved, it may negatively impact the safety index rating of the entire brand, including all related domains and casinos.

If you are unable to assist further with this matter, we kindly request that you provide us with the appropriate contact information for Stake.us, so we can proceed accordingly. You can forward it to my email address: jozef.k@casino.guru.

Thank you in advance for your support and understanding.

Dear Jozef,

We have sent you an email regarding this matter, in which we provided a detailed explanation.

Kind regards,

Dear dap301,

I have tried to contact the Stake.us casino team directly. I will get back to you as soon as possible.

Dear Stake Casino US team,

Can you react? Could you please clarify why a self-exclusion applied on one casino would not extend to all associated domains and entities?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear dap301,

Could you please specify how you determined the disputed amount and confirm whether it is accurate?

Thank you in advance for your clarification.

Hi Jozef,

I believe the disputed amount was set by a prior complaint specialist and there was a miscalculation when switching from my disputed cryptocurrency value to USD. With that being said, I determined the disputed amount to be the Net Total (Deposits - Withdrawals) of my Stake.com account and First Stake.US account.

Correct Disputed Amount = $67,610

I would appreciate if you could please provide me further details pertaining to my dispute as well. I contacted you via email but have not heard back.

Regards

Dear dap301,

I am very sorry about the situation, but unfortunately, we are unable to proceed further with the investigation.

Stake.com responded to the case and stated that they are not connected to Stake.us and that no user information is shared between the two platforms due to data protection rules.

Our conclusion is that, although Stake.us and Stake.com are operated separately, they share the same brand. Allowing you to first play on Stake.com and later register on Stake.us with the same email address — especially after self-excluding due to a gambling problem — is unacceptable. In such cases, relevant information should be shared.

As the situation is complex and we’ve received only partial cooperation, we are closing the case as unresolved with an 'Uncertain case' classification. We believe the situation could have been handled better on the casino's part.

Please note that this complaint will have an impact on the casino's safety index on our website. The casino team can still reopen the case at any time.

If you have any questions or need further assistance, feel free to reach out.

Best regards,

Jozef

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear dap301,

I am currently in direct communication with a representative from Stake.us Casino. To assist them in identifying your account, could you please confirm whether you used the same username and email address as those associated with your self-excluded account on Stake.com?

The casino team is having difficulty verifying your account based on the information you have filled on our website, so your confirmation will help move things forward.

Thank you for your cooperation.

Dear dap301,

Please note that Stake.us operates as a sweepstakes casino. Currently, Casino Guru does not review sweepstakes casinos; however, this may change in the future. That said, because Stake.us shares branding with Stake.com, your unresolved complaint still reflects on the overall brand. While the complaint remains open, it does not affect the rating, as we must remain objective and first evaluate the matter thoroughly.

Regarding your recent submission:

Since different email addresses were used, the casino team may not have been able to prevent multiple registrations, even if databases were shared across domains. However, we can confirm that sending promotional emails to a self-excluded account is not entirely appropriate.

To help us proceed, could you please clarify whether your first account on Stake.us was self-excluded due to a gambling problem?

Thank you for your cooperation.

Hi Jozef,

Yes, my first account on Stake.us was self-excluded due to gambling problems.

Dear dap301,

Thank you for providing all the necessary information. I am now in the process of contacting the casino team regarding your case.

Please note that, in our opinion, a full refund is not a likely outcome under these circumstances. However, I will be raising the issue of the promotional email with the casino team to seek further clarification and explore any possible resolution.

I’ll keep you updated as soon as I receive a response.

Dear Stake Casino US Team,

I hope this message finds you well.

I’m reaching out as we haven’t received a response through previous channels. A player has informed us that they received promotional emails on their original Stake.us account, despite having self-excluded from gambling on that account due to a gambling problem.

Could you please clarify how this may have occurred?

Thank you in advance for your attention to this matter. We look forward to your response.

Hello Jozef,

Thank you for contacting us.

Unfortunately, we don’t have access to the Stake.com platform, which means we’re unable to provide any information regarding this case.

We recommend reaching out to Stake.com customer support for any further information regarding this account on their platform.

Kind regards,

Stake.US Support

Dear Stake Casino US Team,

My last message still concerns Stake.us and not Stake.com, as it appears you are continuing to send promotional emails to the self-excluded player’s email address. If you check the last screenshot in the player’s most recent message, you’ll see that such emails are still being received.

Could you please clarify why this is happening and provide an explanation? It is understandable that player is tempted after receiving such messages.

Hey again,

This user has been unsubscribed from receiving emails from us.

Additionally, he attempted to bypass our Terms of Service by creating a new account but our system immediately blocked it. This means he will no longer be able to play games on our site.

Kind regards,

Stake.US Support Team

This is false for a variety of reasons.

1. The account that received a promotional email was permanently self excluded nearly 2 years ago.
2. Your system enabled me to create an additional account after being self excluded with the same identification documents and information as my previous account. This account then had to request permanent self exclusion (1/10/2024) before being excluded. Your system did nothing. (Keep in mind, Stake.us requires you to complete Veriff verification process before accessing your account. Unlike Stake.com.)

I received this promotional email on March 30, 2025. Why would I be receiving promotional emails if I was unsubscribed?

Hey there,

His account on Stake.US wasn't closed due to a gaming problem . The user closed the account on his own and we have no information as to why.

It seems the user may be confusing the two platforms and is unsure about what he requested from which one.

Once again, he breached our Terms of Service by creating a new account, but our system blocked him when he attempted to verify on our site again (on 6/30/2025).

We have no evidence that the email was sent from our side, but regardless of this, we would not allow him to play on our platform.

Kind regards,

Stake.US Support Team

Dear dap301,

If everything you've mentioned is indeed correct, then it seems there may be little I can do further in this particular matter.

That said, is there anything else I could possibly assist you with — can I close the case?

Jozef,

This is simply not true. I can forward you the email that Stake.us sent me on 3/30/2025 to solidify this proof. Also, stake.us knows that my account was closed due to gambling problem(s) because we reached a prior agreement regarding this. However, they continue to breach terms by sending these predatory schemes which was a reason for me being enticed to create an account in the first place. I am advising you to not close this case as Stake.us has taken zero responsibility for this. They aren't even admitting to sending this promotional email. Would you like me to forward you the email that was sent on 3/30/2025?

Dear dap301,

Thank you for sharing the evidence so far. I understand that this situation can be quite confusing for all of us.

To move forward, we would need clear evidence confirming that the account on stake.us was indeed closed due to a gambling problem. You can either forward this information to my email address (jozef.k@casino.guru) or upload the relevant screenshots directly to this complaint.

Looking forward to your response.

Stake.us has clear evidence due to already reaching a prior agreement in which they acknowledged my gambling problems. However, after receiving this email, they have broke our settlement agreement and disregarded my severe problems.

The user's account from which they are reaching out is linked to the user's alt account (dannyp2021), and their main account (dp781240) was manually self-excluded by the user on 5/21/2023, after they were provided the information on where and how they can do so by the Live Support team.

No further conversations were initiated by the user from their main account to the Live Support.

Dear dap301,

Could you please confirm whether you are currently receiving any promotional materials from the casino?

Dear dap301,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I manually self excluded my account permanently (dp781240) on 5/21/2023. Why would I receive a promotional email(s) to my permanently self excluded account? Jozef, I forwarded one of the emails to you.

I was then able to create a second account and verify myself using the same information and documents as (dp781240).

Stake can try to deny as much as they want, but all the evidence is there. Jozef, this should not have been able to happen and it violates almost every term of their Responsible Gambling and Self-Exclusion policies. Stake will try to drag this out as long as possible with bare minimum responses and cooperation. It is time to state a verdict upon this case in order to see real action and solution.

Greetings.

We will conduct a thorough review of all aspects related to this matter to ensure that nothing has been overlooked.

Once we have completed our investigation and gathered all the necessary information, we will promptly get back to you with our findings and the next steps.

Thank you for your patience and understanding throughout this process.

Dear Stake Casino US team,

Thank you very much for your cooperation. I am extending the timer by 7 days, please let me know if you need more time.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days.

Dear dap301,

Even though the casino team has not responded, based on all the information provided there is no justified reason to keep this case open, close as unresolved, nor to penalize the casino team or request compensation.

Regarding your initial issue, as I already explained, I do not believe you are eligible for a refund. Even though the block does not work cross-domain within the same brand, you used different email addresses in all cases, which made it impossible for the casino team to detect you and prevent you from playing. I do hope, however, that this complaint will motivate the casino team to improve in this area.

Concerning the promotional emails, since the email was sent to an account that was not self-excluded due to gambling issues, the casino had the right to send it. Receiving such an email on its own does not warrant compensation. If you are still receiving promotional emails, please contact the casino’s support directly to have them stopped. If you have any other accounts, I strongly recommend that you contact the casino support and request permanent self-exclusion, informing them about the gambling problem.

I am truly sorry about your situation, but I must close your case.

Kind regards, Jozef