Stake Casino - Player requests a refund for game losses.

Nolimit city scam game "mental" has stole my every penny . I lost 118$ in playing bets and 5 bonus buys on "mental" game of nolimit city and all loss and every bet is loss . Stake kindly refund my money.

Dear kabcd42,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP):

https://casino.guru/learn-about-games-of-chance-rtp-variance

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Kristina

I have already self excluded my main account because of my gambling addiction problem , but it's easy to make new account on stake and I can't quit gambling because of this reason.

Thank you for your reply, kabcd42. Unfortunately, I don't understand how this relates to your initial message. Do you currently have any active accounts at this casino?

Could you please forward me the self-exclusion request? My email address is kristina.s@casino.guru. Alternatively, you can post it here. 

Have you discussed this issue with the casino? Did you inform them about all your existing email addresses? Please forward me all the relevant communication between you and the casino

this is my self exclusion request made on 28th February 2024 in my main account. After that I created multiple accounts and lose approx 1000$ in all multiple accounts.

The self exclusion is done online I have not discussed to casino about my multiple accounts. I just self excluded by the option given in the casino to self exclude.

This is not a self-exclusion request. This is a notification informing you that your self-exclusion period has ended. Could you please forward me the initial self-exclusion request?

Do you currently have access to any of your accounts?

No , currently I don't have access to any stake account.

Thank you for your reply, kabcd42. I reviewed the whole case and I am afraid that we are not able to assist in this matter. Although we believe that once a player indicates a gambling problem, the casino team should take appropriate steps (restrict the user accounts and do an assessment with the player, etc.) or close the player's account as soon as possible, we must also take into consideration that you created all accounts using different email addresses. Since the casino offers quick registration without providing any personal details and verification isn't required at the point of registration, your email address was the only personal detail that could indicate you already had another account.

Of course, we would like to see every casino not allow players to open new accounts when they have previously closed their accounts due to gambling problems, but many casinos usually engage in a verification check prior to a withdrawal, so it is only then that they check all relevant information and find out about any restrictions for a certain player.

I can agree with you that the casino could have set its responsible gaming and self-exclusion measures more strictly, but this is not an industry standard and there are no self-exclusion or responsible gambling tools rules applied universally to all online casinos.

Since your latest account (and most likely all other related accounts) was closed, there is not much that can be done regarding the funds you have deposited and lost in the casino.

I can only recommend that you contact the licensing authority as they have better tools and options to help players and they are able to investigate such cases more thoroughly.

Furthermore, I strongly advise that you seek Professional Help with Gambling Addiction. You can find Gambling Help Centers for your location here and another recommendation is to use Apps and tools to block access to gambling at a global level that you can find here.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.