The player from the US filed a dispute against Stake Casino for its inadequate Customer Due Diligence (CDD), Know Your Customer (KYC), Biometric Data, Facial Recognition Technology (FRT), and Anti-Money Laundering (AML) processes, which he claimed led to his compulsive gambling addiction. Despite multiple self-exclusion requests, he was able to create multiple accounts and continue gambling. He sought a refund of his deposits due to these failures. The Complaints Team concluded that without solid proof of the player's permanent self-exclusion requests or mention of a gambling problem, they were unable to proceed with the case. The complaint was rejected due to insufficient evidence.
Stake Casino - Player disputes due to failed self-exclusion and requests refund.
Amount: Ξ19
Stake Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 week ago
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1 month ago
Dear dap301,
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
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1 month ago
Hi dap301,
Unfortunately, I couldn't find any email where you informed the casino about your gambling problem. All the forwarded emails are from the casino and suggest that you requested self-exclusion without mentioning a gambling problem as the reason.
Could you please confirm if you ever mentioned a gambling problem in your communication with the casino?
Thank you.
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1 month ago
Petronela,
Thank you for your response. I had mentioned a gambling problem to live support. Something to note is that I never received another 24 hour cool down email following my account staying open after my first request.
The email I received on November 16 at 11:55AM requesting to "Set Exclusion Duration" states "If we do not complete this step within the next 24 hours, you will have to restart the process as outlined in our Self Exclusion policy."
If that is the case, then why did my account remain open and allow me to deposit for several days after? Furthermore, if I hadn't completed the step to "Set exclusion Duration" within 24 hours, then why didn't I receive another email confirming Self Exclusion and restarting the process?
Stake also states " Requests made via our Chat function will not be actioned"
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3 weeks ago
Hi dap301,
I understand your perspective. However, I'd like to clarify if you ever specified a duration for your self-exclusion as mentioned in the email you received. Please note that without clear evidence that you requested permanent self-exclusion due to a gambling problem, it is challenging for us to proceed with this case.
Thank you.
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3 weeks ago
Hi dap301,
Unfortunately, I will need proof of your requests for permanent self-exclusion. Without solid proof, we have no chance of confronting the casino.
Thank you for your understanding.
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3 weeks ago
I was required to set an exclusion duration period via the email stake sent me. Would they be able to provide me proof of this permanent self exclusion request?
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3 weeks ago
Also I requested for my transcripts with live support, but have not received a response from Stake
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2 weeks ago
Hi dap301,
I discussed your case with my colleagues and unfortunately, I don't have good news. Without any supporting evidence that you mentioned a gambling problem and requested permanent exclusion, we cannot proceed with this case. I understand that this is not the outcome you were hoping for, but we can only assist players who provide all relevant communication and supporting evidence.
When requesting self-exclusion, please remember to follow these steps to ensure a successful outcome:
- Send your request to the correct email address provided in the general terms and conditions of the casino.
- If your email goes unanswered, utilize other communication channels or send multiple emails.
- Clearly state the reasons for your self-exclusion request. Requesting bonuses should never be a reason to close your account.
In the meantime, you can also use our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. It was designed to help individuals limit their access to gambling and reduce the potential for further harm.
If you're unhappy with our decision, I recommend contacting the Licensing Authority Curaçao Antillephone N.V. at complaints@gaminglicences.com.
I wish I could be of more help. I’m sorry we couldn’t resolve this case, but please do not hesitate to contact us if you encounter any issues with any other casino in the future. For the reasons mentioned above, I will now reject this complaint. Thank you for your understanding.
Best regards,
Petronela
Casino.Guru
