Stake Casino - Player allowed to open account after self-exclusion.

Hi,

I had a previous account on Stake with the email adress : la*****81@gmail.com and i blocked myself becuase of gambling problem, i can not log in to that account, and they have now allowed me to open a account with a diffrent email adress ( sa*******emi22@gmail.com)and i i have deposited and withdrawl funds from that account .

Why are they allowing me to another account.

i have lost arround 0.54 ETH

i will upload the dokument .

br

Dear larki1981,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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,

Petronela

Player's additional comments:

Hi , i cant do anything on that account , i blocked my self infinte in 2021 and i dont have any screen shots or email saved of that account, but when i log in to la*****81@gmail.com , i get terms and condition that i have to accept. When i try to accept it i get messeage : Sorry you can not do this.

I have not logged in there for more than 2 years.

I will put screen shots of that.

I'm sorry but without solid proof that you sent a request to have your account permanently blocked due to a gambling problem, we won't be able to help you. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Stake Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@stake.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Dear larki1981,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.