A German player had reported losses of approximately €10,000 on Stake.com, a casino that allegedly did not have a license to operate in Germany. The player claimed that the casino's Know Your Customer (KYC), Customer Due Diligence (CDD), and Anti-Money Laundering (AML) processes were inadequate and violated the licensing requirements and Curaçao law. The player had been able to deposit and withdraw money without proper verification. However, we had informed the player that we could not handle complaints related to licensing regulations and policies. We also emphasized our role as a mediator in resolving disputes between players and online casinos, but we lacked the authority to enforce legal regulations. Consequently, we were unable to assist the player in this matter.
Stake Casino - Player demands refund from unlicensed casino.
Amount: €10,000
Stake Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
Dear Casino Guru Team,
I am writing to share my experiences with Stake.com during the years 2022 to 2024. During this period, I have suffered substantial losses amounting to several thousand euros. It was only recently that I became aware that Stake.com does not have a license to operate in Germany, and therefore, I was not legally permitted to use their casino.
I've noticed that during my registration and verification process done via my ID, I wasn't informed of this restriction. It should be noted that only recently they've implemented a provision where users with German IPs can't create accounts, but at the time when I started playing on their site, this restriction wasn't in place. Moreover, there's no need for VPN or any trick to log into the site. Despite my German IP address, I was able to deposit money and play.
Moreover, I made several large deposits in succession, which should be viewed as an indication of possible addiction. However, the casino did not respond appropriately to this.
Given that the casino has clearly not complied with its own terms of use and failed to inform me about them, I am now requesting a refund of my losses, which amount to approximately €10,000.
Before I take any further legal steps, I would appreciate an accurate assessment of my situation from your side.
Thank you in advance for your response.
Dear denso63477,
Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.
If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino.
If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos and utilizing available filters to find the most suitable casino for your needs.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
The reason for my complaint is that Stakes Customer Due Diligence (CDD), Know Your Customer (KYC) and Anti-Money Laundering (AML) processes are inadequate and violate the licensing requirements and Curaçao law, in particular the NOIS and the regulations issued by the Curaçao Gaming Control Board.
I will briefly summarize my complaint:
Failure to complete required KYC, CDD and AML checks. Required by law and license.
I was able to deposit and withdraw money as I wanted without proper verification, nobody cared. And I can still get into my account without any workarounds. I can also of course verify that the data I provided during level 1 verification is correct.
Hi denso63477,
As previously mentioned, I regret to inform you that at Casino.Guru, we are unable to address complaints regarding licensing regulations and policies. While I empathize with your situation, unfortunately, we are not equipped to offer assistance in this regard. Our role primarily involves mediating disputes between players and online casinos, but we lack the authority to enforce legal regulations.
I genuinely wish I could provide more assistance. I apologize for being unable to resolve this case for you. Please feel free to reach out to us if you encounter any issues with other casinos in the future. Due to the reasons stated above, I must decline this complaint. Thank you for your understanding.
Petronela
Casino.Guru
