Stake Casino - Player could open an account after self-exclusion.

Dear Casinoguru,

Sadly I have been facing a gambling addiction for the past 2 years.

I managed to quit gambling for over a year.

I returned last weekend to Stake.com after I recieved some promotional emails with christmas events from Stake.

Even though I already had 2 accounts banned on Stake for problem gambling. The fact that they know about my gambling issue, and still keep spamming my inbox with bonusses & promotional material is unacceptable.

After reading multiple reviews on Tristpilot it is clear to me they are taking advantage of problem gamblers, and people from restricted country's.

What they do is the following; you will not be asked to complete any KYC procedure upon depositing any amount.

However if you are lucky enough to get your overall stats in profit, they will happily ask you to complete the KYC procedure.

Stake says they care about problem gambling and underage gambling. They have proven that is not true. If they truly cared about problem gamblers they would not keep sending promotional emails to an account banned for problem gambling. If they truly cared about underage players and players from restricted country's they would implement KYC procedure upon registering or depositing. Stake sadly only cares about the money and are certainly not aware to the damage and suffering they are causing to customers and their loved ones.

I am sure I have forgotten a few other unfair treatments by Stake, but I am sure I will be able to add this in a later stage of the complaint.

Thank you for taking the time to read my complaint.

Dear jacksonmatsko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly, that you have twice applied for self-exclusion from this casino in the past?

Could you please clarify whether you were able to reopen your old account or register a completely new account?

Have you tried discussing this issue with the casino directly?

Please, forward any relevant communication between you and the casino, together with your self-exclusion request to kristina.s@casino.guru.

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,

Kristina

Hi Casinoguru,

Firstly I would like to thank you for your response.

I have indeed already had 2 accounts banned for problem gambling. They were fully aware of my gambling problems.

However, they still kept sending me promotional emails and bonus offers to the email of my first account on Stake, this made me return to Stake to create a new account.

I have contacted Stake complaints department. They are not able to help me out since I have "breached" their ToS. I am sure Stake is also breaking multiple responsible gaming rules.

Thank you in advance

Thank you very much for your reply, jacksonmatsko. Unfortunately, I have not received any self-exclusion requests you have sent to this casino or any proof that the casino was aware of your gambling problem. Please note this evidence is essential in order to proceed with this case.

Hi Casinoguru,

I think you do not understand the issue correctly. Please let me explain you better.

I already had my main account banned for problem gambling. I have let them know in the live chat and they have proceeded to close my account.

I am not able to send you any proof regarding this since my account is blocked. But I am sure Stake will confirm this.

To this day, I just recieved another one., I keep getting emails from Stake with promotional material and bonus offers trying to lure me in again. I think this is disgusting to do to a problem gambler, and promotional emails should be stopped instantly after someone has self-excluded.

So I created a new account at Stake.com and now they will say I jave breached ToS which they have provoked themself.

I would happily provide more proof of this. Please let me know if needed.

Thank you in advance.

Dear Kristina,

I have now forwarded important information to your email adress.

I am looking forward hearing from you.

Thank you in advantage.

I hope I understand correctly that you created 3 accounts at this casino (please, correct me if I am wrong). Could you please advise if you've always used the same credentials (email address, name, home address, etc.) when creating and setting up your account? Do you still have access to your newest account, or has it already been closed?

Lastly, would you be so kind and clarify the dispute value (€5,500)? Do I understand correctly that this is the amount of deposits you managed to lose?

I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Hi Casinoguru,

Please let me be clear with you.

I am only requesting a refund for the account created after recieving those promotional emails. I am not requesting a refund for the other account.

I do not have acces to the new account, this has also been locked. As for name I have used the same credentials. Not for email.

Thank you in advance.

Thank you for your clarification. Could you also forward me those promotional emails, please?

Hi Casinoguru,

Thank you for your response,

I have now forwarded the most recent promotional email I recieved. If you need more, please let me know.

Thank you in advance

Thank you very much jacksonmatsko for your cooperation so far. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello jacksonmatsko.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Jozef K,

I have just emailed you some important information regarding my case.

Thank you in advance.

Dear jacksonmatsko.

I confirm that I have received further information and responded to your emails.

We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear jacksonmatsko.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

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 a satisfactory conclusion.

Dear jacksonmatsko,

After performing an assessment on our database we confirm that there was an IT incident on our end that caused this situation.

We will contact you directly to settle this matter.

Best regards,

Dear jacksonmatsko.

Please, is there any new info about the case?

Dear Jozef,

I can confirm Stake has reached out to me, however they want to settle this with a very low amount not covering the damages they have caused. I have replied to their mail explaining the issue but have not heard back from them in over 96 hours. Please let me know if you want to see the mails.

Best regards.

Dear Jozef,

We would like to clarify that this player has opened 3 accounts at stake.com:

a) Coind****

It was his first account and was suspended due to suspicions that the player was accessing the account from a restriction jurisdiction. We made a KYC request to which we never received an answer.

b) Gekken****

Instead of answering our KYC request on the Coindozer account, the player opted to breach our T&C and open a new account (Gekkevis7). On this account, the player lied on his KYC by providing fake information and saying that he was living in Luxembourg. This made it impossible to link the new account to the previous one. Eventually, the account Gekkevis7 ended up being blocked due to signs of gambling addiction.

c) FreddyHa****

The last account was opened by the player following the receipt of one e-mail from Stake which should not have been sent by our system. However, when the player opened the account he lied once again and provided a fake KYC to try to go around our controls and not allow us to detect that he had been banned from our website due to gambling addiction.

Attending to the above, the player willingly tried to make it impossible for us to link his accounts by providing a fake KYC. However, even admitting that the player breached our T&C by opening multiple accounts and lied twice on his KYC to go around our controls we still wanted to refund the player for the fact that he has received an e-mail that should not have been sent due to an error in our system. We have made an offer to the player but the same as rejected it.

We believe that from our end we did everything that was possible to try to help the player.

Dear Stake,

Please kindly note that you have never checked my accounts for KYC. Also I explained on my initial post that I explained that you should not keep sending these emails to me as I was recovering from a gambling addiction.

Me being from a restricted country also should have stopped those emails, since you knew the restricted country from my 1st account. The account was created when it was not yet restricted.

I have also not rejected your offer, we still were in discussion but you keep ignoring.

Dear Casino.guru/Stake.

I was negotiating with Stake since from my point of view the offer they made is to low and doesnt fully cover the damages Stake has caused.

Then on 2-2-2022, I decided to take their offer of $1.000. I have sent them an email that I will be accepting their offer but haven't heard anything from Stake since then. They are willingly ignoring me, since I tried to sent a email from another adress regarding my case but sadly that one has been ignored to.

Dear Jackson,

Although we understood your behavior breached our Terms of Service, we tried to do a good gesture and offer you a refund of your loss on your account FredH*****.

However, you have declined our offer and told us that you wanted more money and that you would move against us although you had no legal reasons for such since we have all the evidence that you lied 2 times on your KYC.

Accordingly, there were never negotiations between Stake and you. Stake offered you a gesture of goodwill to help you and you refused our gesture and continue to complain to our team and threaten us of going to court.

Due to your behavior during this procedure, we are considering removing our gesture of goodwill. We would also appreciate this complaint to be closed.

Best,

Stake

Dear Stake,

I have not rejected your offer, I was negotiating with you. On 2-2-2022 I have sent you an email that I will be accepting your offer of $1000 to settle this case. This is 6 days ago and I have still not recieved a response.

The complaint is clearly not solved yet so how do you expect this complaint to close?

Also what is the point of this ignoring, I have clearly told you that im a problem gambler, then offering me $1000 and back out doesnt help the situation at all.

Dear Stake,

In case you missed my emails since 2-2-2022, I have just sent you another one. Please note that I had already shared all our communications to Jozef by mail and asked him for advice.

Dear Jackson.

I am very sorry about the situation, but we are forced to reject your case. Since, during your last two registrations, you filled incorrect information, the casino team were not able to detect your self-exclusion, and we consider your refund request as irrelevant. Please, be aware that using wrong/false information when you register in any casino, may cause the fund's confiscation (impossible verification), in your issue, inoperative self-exclusion. Additionally, I can confirm that the casino team has provided us with relevant evidence sustaining their claims.

In regard to the email you received, if the email address, where you got the advertisement email, would belong to the account which was blocked because of the gambling problem + contained correct registration details, and then you would register into the casino once again with also correct/valid information, we would take your side. Unfortunately, this is not the case, and we cannot force the casino to do any refund.

If you do not agree with our opinion, another option is to file an official complaint at ADR and/or licensing authority of the casino. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru