Stake Casino - Pelaaja pystyi luomaan toisen tilin itsensä asettamasta porttikielloista huolimatta.

To the Casino guro Management Team,

I am writing to formally report a serious injustice resulting from the practices of the stake platform, which claims to prioritize player protection and responsible gambling.

In 2024, I requested permanent self-exclusion due to a severe gambling addiction. I provided video evidence clearly showing my critical psychological condition and the fact that I was at risk of suicide. Based on this, my account was permanently blocked.

However, despite this permanent exclusion, I was later allowed to create a new account using the exact same personal information. My identity was fully verified, including the submission of my passport, and I was then allowed to deposit and place bets.

It is important to note that the platform does not allow deposits or payments unless the first level (complete personal information) and the second level (official identity documents) are fully completed, which confirms that my identity and status were fully known.

Most critically, how can a player who has been permanently self-excluded due to a high-risk gambling addiction be allowed to gamble again? This represents a serious breach of responsible gambling obligations and raises major concerns about the credibility and enforcement of the self-exclusion system.

These actions constitute a clear violation of player protection rules, and you bear full responsibility for the resulting harm.

Accordingly, I formally request:

A full refund of all deposited and wagered funds.

Immediate and permanent enforcement of self-exclusion, with no possibility of creating or accessing any future accounts.

I have vedio screen record i will send to manager casino guro

Thanks

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the original self-exclusion request you sent to the casino back in 2024, along with the casino's response? My email address is veronika.f@casino.guru.
• Was your first account fully verified as well?
• Could you kindly clarify when exactly you created your second account?
• Are you still able to access this account, or has it been closed in the meantime? If it is already closed, kindly specify when the casino closed it.

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

Thank you for replying

Ms Veronika

I sent you all prof in email

Can you please specify which email address you used? I can not see any emails from the address Dra*****2023@gmail.com. Thank you for your cooperation.

Thank you for your emails.

According to the messages you provided, your first account was permanently closed on 20 March 2023. Was this account fully verified? In other words, did you complete all levels of the KYC process, and were your documents reviewed and approved by the casino?

When exactly did you create the other account(s), and how many accounts in total did you open? What personal information did you provide when registering these accounts? Was all the information identical to that used for the self-excluded account, apart from the email address?

Thank you in advance for your clarification.

Thank you for your email.

Yes, my first account was fully verified and completed all three KYC levels. My identity documents were reviewed and approved by the casino.

The new account I created contained exactly the same personal information as the permanently self-excluded account, including my full name, date of birth, address, and other identifying details. I also submitted my passport and bank statement again for verificatio

Stake was allowed to deposit and gamble, which resulted in a loss.

Please let me know if you require any further clarification.

Hello ms Veronica

Account id : M****** Joined on February 3, 2026

date deposit and play on 2/5/2026 at 4:44 PM

The stake has offered to refund only half of the disputed amount. I formally reject this offer.

I was permanently self-excluded due to severe compulsive gambling addiction, which had reached a suicidal stage. Despite this, I was allowed to deposit and gamble. I entered all my verified personal details again and submitted my passport and bank statement, yet my account was not blocked before I incurred losses.

For these reasons, I cannot accept a partial refund and maintain my request for the full amount and apply self excited

Hello Wol97,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Wol97

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Wol97,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would also like to invite the Stake Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the player allowed to open another account? Do you believe he has circumvented any protective safeguards? Afterwards, would you be able to provide us with his deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear Martin,

The user created the account in breach of multiple clauses of our Terms and Conditions; therefore, we have already rejected their request.

Furthermore, we will be sending you a separate email detailing the specifics of this case within the next 24 hours.

Kind regards,

Dear casino representative,

thank you for your response, I will be awaiting your email.

Dear Martin,

I have seen Stake Casino's initial response claiming I breached their Terms & Conditions. I strongly reject this defense. This is not a case of a player simply bypassing rules, but a severe and catastrophic failure of Stake's KYC and Responsible Gambling systems to protect a highly vulnerable, permanently self-excluded player.

Please review the attached evidence which proves their gross negligence:

Complete KYC Failure: I successfully verified this new account using the EXACT SAME PASSPORT that was used on my permanently self-excluded account. Their system should have instantly flagged the official government ID and blocked any deposits.

The fact that they approved the same passport proves their self-exclusion system is either fundamentally broken or intentionally negligent.

Documented Self-Harm Threats: Stake is fully aware of the severity of my addiction. I have previously sent them emails containing explicit threats of suicide and extreme distress due to my gambling problem (screenshots of these emails are attached). Allowing a player with this documented history of self-harm to deposit and lose after uploading the exact same ID is highly predatory.

Video Proof: I have attached video recordings showing the identical account details and how the system permitted the activity.

Stake cannot hide behind standard T&Cs when they explicitly approved the identical passport for a player whom they knew was at severe risk. Their system failed its legal and moral duty of care.

I trust you will review these attachments carefully before making any decision.

Thank you,

Dear parties,

Thank you for your patience while we carefully reviewed all the information related to this case.

After assessing the evidence provided by both parties, including additional information submitted by the casino, it appears that the new account was created despite multiple safeguards that were already in place following the closure of your previous account. The available evidence indicates that the account was opened by knowingly bypassing and exploiting the casino’s protective measures.

While we fully acknowledge the importance of responsible gambling tools such as self-exclusion and the responsibility operators have to enforce them, these measures cannot always prevent determined attempts to circumvent the restrictions.

Based on the information available to us, we do not find sufficient grounds to request a refund from the casino in this situation. For this reason, we are unable to proceed further with the complaint and it will now be closed as rejected.

Dear Wol97,

We strongly encourage you to continue seeking support for gambling-related issues through professional responsible gambling organizations, which can provide additional tools and assistance. I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

Thank you for your understanding

Martin