Stake Casino - Player’s account has been closed and unban is offered.

This is new complaint please do not delete it like u did to my previous i was told to put this here so its not deleted again

matej@casino.guru

3:28 PM (5 minutes ago)

to me

No, you don’t need to change the email, just please write to the text note that it is a new complaint, and it is not anyhow related to the old one.

Thanks, and I am sorry for inconvenience.

My complain its about stake.com where they broked their terms of service

I have previously stated to them i have more accounts and they also told me in some of the email where i was talking to them about sponsorship they clearly told me they detected many accounts related to me but didnt took any actions

Their terms of service says all of my accounts will be closed if they detect/or i say it that i have more accounts but the reality is that they didnt ban any of my accounts because i only lose at the casino so they keep me playing there

Also i have used my same id card/passport to do kyc on 3 accounts i dont know for sure if this broke some terms of service/license but im like 99% it does (they were aware that i had used my documents on my account before and they still allowed me

I have stated to them that i have gambling problems and i want to get a pernament banned from the casino they did ban me but i was curios and few days ago i had asked them for unban and thel told me send us email and they asked my 6 questions WHICH EVERY GAMBLING ADDICT WOULD ANSER PERFECTLY JUST TO GET UNBAN AND CONTINUE GAMBLING but i did the opposite and trolled them ofc they didnt give me unban but the problem is that i have asked for pernament ban no options for unban and they still try to unban me like why?

It clearly stated this action is pernament and it can be UNDONE under any means so why then u allow me to get unban to loose more ?

Why the casino allows people to get unban after the casino said its forever it cant be undone?

This is screenshot where they told me they detected MANY accounts on which i have gambled related to my accounts and they cant give me my personal affiliate code

If theres need where i have stated to them that i have more accounts i would try to get that proof also its going to be hard because i have so much accounts i dont know on which i told them they didnt care that i have this much accounts bcs i gambled on all of them and just lose lose lose in 3 years my max win on slots is 1000x out of hunders buys amazing

Also before i asked them for pernament ban for gambling addictions i have previosly took 2 bans from they shit system where they say u first get 1 day ban then u can decide if u want more if u dont anser in 24h the bans resets and u need to get again 1 day ban before u want to get 1week month year forever

I have took 1 day ban i think it was or 1 week and then i took 3 months which any normal person working at casino would notice that i have some problems and my consisent deposits 10-20 every day but they didnt care didnt ask any question do u have problems or anyting at all

I would like to request some of my deposits to be refunded

And also under any means or anyting to cant be unbanned from this shit casino bcs they are devils

Dear Hatchkler,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stake Casino.

Please note no screenshots were included in your initial post. Kindly try to upload them in your reply, and if you are unsuccessful send the information to my email at tomas@casino.guru

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share your communication with the casino that led to your account blocking and the subsequent communication where you attempted to regain access to your account?
• Does the experience concern your original account or one of your duplicate accounts?
• Please share your communication regarding the discussion of your multiple accounts with the casino.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Theres so much screenshots i cant upload them all here i will send a email to you really soon

Thanks for your patience.

I reviewed the evidence you sent and it seems the casino expressed that multiple affiliate accounts can be opened. From our point of view, affiliate accounts and player accounts follow different rules and aren't equivalent in the matter. We don't publish or help mediate issues related to affiliate relationships.

Please note the casino informs you only one account is allowed according to the screenshots and videos you posted. Deliberately trying to circumvent this limitation will mean you will be breaching the casino rules which will give online casinos a justification to not pay you any money.

If you created an account as an underage, please understand you might be considered breaching casino rules which again can be considered by online casinos as a justification to not pay you anything.

Please understand we don't deal with hypotheticals. If you believe your account could have been opened if you used the correct words, is not an issue we might take further. From the information you shared, my impression is not that the casino tried to unban you but that the casino has a process for this kind of request.

From the information you submitted, I can see the casino acknowledged your gambling problems and is acting to protect you at the end of August 2024.

Have you informed the casino about gambling problems earlier using the same or a different casino account or associated email address?

Please send me such communication to my email at tomas@casino.guru

No i havent told them directly but i have requested 2 self exclude bans one which lasted 1 week and the second one which lasted 3 months

About the unban they would give me the unban if i asked correctly and just said im not gambling addicted anymore

No they do not allowed multi accounts yes i have breached their tos with opening multi accounts many but why did they didnt do anyting about it ? like ban all of my accounts? u saw the screen shots that they stated i have many accounts detected to be mine

i just asked them again can i open more accounts and gamble on all of them they said no

Then my question is why did stake allowed me to gamble on more accounts in same time

/allowed me to do kyc in 3 accounts with same id card my own personal?

Can we get stake into this conversation and let see what they goona say

This convo is from today he just told me that all of my accounts would be closed so the question is why they didnt do that?

Im able to provide more than 25 accounts on which i have wagered 500-1000$ and lost on many of them and much more accounts on which i have 50-100-200$ wagered

Please ask stake casino to join this complaint

Thanks for your patience.

Informing the casino about your lack of control of your gambling, gambling issues, or gambling addiction is a crucial step when asking for player protection. From the evidence you supplied, we would consider you informed the casino on August 27th 2024. Without evidence, you informed the casino earlier you would be deemed responsible for creating multiple accounts in the casino.

Regarding your previous accounts, as you were informed previously we don't deal with complaints we determined to be cold cases.

Could you please clarify the 25 accounts were closed as a result of you informing the casino about them?

Please let me know if there are any circumstances, or recent developments that would support your case.

I have informed the casino in January 2024 i dont know the exact day but the chat logs says it was 34 weeks ago

and their support agent at first didnt want to give me perma ban as i asked for it but said please follow our procedure which is so shit as u first need to get 1 day ban and then u have another 24 hours to decide do u want another 1 week ban 1 month few months year or a pernament ?

Here is my message regarding asking for perma ban

Mine messages are translated from Serbian to english so u can understand them ( the casino agent understands serbians cus he lives there and hes born and btw working from serbia and he can play on the casino and serbia is banned country for stake xd)

Here is the original message

Then the agent told me he cant give me pernament ban but i will need to do the following self exclude which i have explained before how it works

Here is my response to that its again auto translated to english so u can understand

Thank you very much, Hatchkler, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

i cant upload more pics in one thread so heres second

If your read the whole text u can see its stated im banned pernamently and this action cant be undoned by any means which means i cant get unban if i ask and perma means forever for live

So my questions is why did they allowed me to give me unban? i send u proof above or in emails its very clear they allowed me if i ansered the questions correctly and didnt troll them

Regarding the multi accounts i have i dont even have opened them to see if they are banned and i dont care if they are or not i dont wanna play on this shit scam site anymore

My questions about the multi accounts is why did stake allowed me to continue playing on their site if they have detected many multi accounts connected to me and i have stated to them more times that i have multiple accounts which is per their tos i should be instant banned on all accounts if they detect or i tell them

if they acted per their tos i would not have lost thousand of $ on this site if they banned all of my accounts that would stop me from playing and save me money or they didnt care because since i have opened my main account in which i have i dont know much lost its more than 15k$ bcs they dont have lifetime pnl but only say you count yourself your deposits and withdraws and then do the math which is imposible in hunders of deposits and they dont show the value of my deposit but the value rn of the coin

so the 2 questions are

1.Why i was given chance to get unban if stake said its pernamently and it cant be undone that decision

Why stake even after detecting many multi accounts and previosly me stating i have many accounts to them they didnt act per their tos

Bye have a nice day

i just scrolled above and saw your message and why u think i have requested self ban on 27 august bcs of my time date on pc i have just used that time date to prove that the pictures are from now but here is screenshot from the logs of stake tickets

which proves that i have requested this ban 34 weeks ago

Here is my latest support ticket with stake regarding my unban offer and multiple account their agents didnt want to anser me directly but they just say we followed our procedures which in reality they didnt do

i have asked them to anser the question few times why did they allowed all this but first agent skipped the questions and then other agent women joined in the convo and did the same few times

The first agent confirmed that if stake or me tell them i have more accounts all of my accounts will be instantly banned /restricted which means withdraw only mode and banned from gambling so why they didnt do it?

Here is a uploaded video on youtube since the conversation was very long and it would take 30+ pictures

https://www.youtube.com/watch?v=E2AFnrNUSSE

If i have leaked my email or my name in any of the pictures above in this complaint i dont care the email i use here on this casino its created only for stake and thats it none social are connected with it and my name idc if people see it

Hello Hatchkler,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Stake Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear CasinoGuru Representative and bloom98,

The user had their account restricted. After some time, they contacted our support team, requesting to return to play. As the complainant mentioned, this request was denied. It's important to emphasize that our actions are fully aligned with our terms of service, as well as legal and regulatory standards.

Given this, we respectfully request that this complaint be dismissed.

Kind regards,

Have u even read what is this complaint about ?

My request was denied because i have answered with a trolling answer and obv u denied me

At first u didnt even neeeded to allow me to anser those questions because my account was banned pernamently and it cant be undone under any means what would happened if i answered like every gambling addict would answer would u after my unban refund my deposits bcs u have previosly stated my ban is pernament and that means forever?

U didnt even said anyting regarding the multi accounts i have hundreds of accounts on your site where i gambled on all of them ( before i was banned for gambling addiction) your tos clearly says i cant have more accounts and if i got catch all of my account would be banned instantly which didnt happened even after i have applied for kyc on 3 accounts and got approved with same id card after a litte talk with your support they accepted my id and after some time deleted the kyc and says we have found more accounts with the same id card u cant have more than 1 account verifed your team also said to me on my email that they detected many many accounts related to me to be mine and still didnt do anyting

Please do better and anser what i have told above in this complaint not some bullshit even after 4 days passed after casino guru called u to this complaint

If you did what it says in your tos regarding multiple accounts and banned me instant on all of them that would saved me thousand of $ more than 10k$ for sure

Dear Stake Casino,

Could you comment on the player's statement that he passed KYC on multiple accounts with the same documents?

Dear Michael they will say only this :This is not possible and he lies the truth?

If im lying then please send our support conversations from the third account where i have done kyc

my first kyc account pavleiliev3 second kyc account bloom98 third one i cant find the username because i was login on my HDD which is now broken doesnt want to start but they can find it very easy because i have uploaded my documents

(on the third account my kyc was denied multiple times because it was saying we have found another kycced account with same documents but after 30 minutes talking with support on serbian language they allowed me )

And please ask them why i was allowed to play on more account in same time even after they have said to me we have detected many many accounts related closely to you maded by you and also they have known that i have more accoutns because they i have uploaded same ID card passport on more accounts their tos says all acounts would be banned instant if we deteched u have more than 1 account if this happened this would stopped me from playing on this site and saved me bunch of money

Also why did u even allowed me to answer these question are im still gambling addicted if my account was closed for life time pernament and cant be undone what would happened if i answer like every gambling addict would answer just to continue gambling? u would just refund 30-40% of his deposits and thats it u are still in profit

Dear Michal,

We would like to clarify that the user have only one account with verified documents. Any other account that the complainant try to verified with the same information the verification was rejected and the account was placed under restrictions.  

Kind regards, 

Stake.com   

With the above u just confirmed yourself that i have more accounts u didnt ban me on all of my account the account were all verifed and had green checkmars until few months ago after that they showed kyc rejected found multiple account done with same kyc details

Pls provide me with the username of the third account where i uploaded my kyc and lemme have the sars of that account the support tickets thats strong evidence that support knew i have other kyc account and still accepted the kyc on that other account casino guru can u please ask them to send the third account username? Or the full sars of that account u will clearly see that i was rejected multiple times for kyc on that account reason multiple account same. Kyc details but after i talked to support he still allowed me to do it and there was confirmation from them that the kyc was passed

And please stop skipping questions

1/ Why at first u even allowed me to answer question about unban if your support said im perma banned cant be undone under any means

2/u just confirmed what i said that i have more account one more time and u still didnt banned any of them i broked your tos with having multiple accounts if u acter per your tos that would have stopped me from gambling on your site way before i told i im gambling addicted and would not allow me to lost thousands

Also your system dont want to help to addicted people i have previously took 1 week ban i lost more i took 3 months lost more and i i took perma ban for gambling addiction no one asked me after i took 2 bans self exludion do i have problems or etc i think its very clear if player takes multiple bans of that duration

Here is support ticket where stake customer support that i should not be able to kyc on another account but i have done it the account with username pavleiliev3 was kyced first then i have done kyc on bloom98 keep in mind my messages will be auto translated to english because i have used serbian language to talk to support (they understand serbian and reply to english )

Here is proof that support confirs my account pavleiliev3 was already kyc and i cant done kyc on another account ( u above said when i tried to do kyc i will get that that i have done kyc with same id card which happened but support fixed it and allowed me to still do it which is againts your law as above pictures says ) (again the ticket will be auto translated to english i used again serbian to talk to them)

The auto translate is very bad but after they told me i cant verify here on another account i have told them atleast i wont be able to loose more money here and 10 seconds later he comes and says give me a moment and then hes back hey please upload your kyc u can do it rn? HOW AFTER I SAID I WONT LOOSE HERE ANYMORE EVERYTING IS CHANGED?

2/

Between these pictures i have skipped many message which where about that my kyc is denied because of bluury photos if i upload whole conversations it would take more than 50 images because they rejected my kyc like 10 times and also they have asked me to do LEVEL 3 kyc which i havent done i didnt have any bills under my name bcs i live with parents

Thank you, Hatchkler, for your rather extensive replies.

Did you try to create multiple accounts with the same information - first and last name, address, country, phone number, etc.?

All three account on which i have done kyc had all same informations for kyc like details first last name adress etc

the other account on mostly of them i was not even asked for level 1 kyc because before idk how it is now stake allowed u to create accounts without any kyc requirements not even level 1 if u have used real ip adress not vpn detected so thats how i played and on some of other account when i was asked i would just put auwdhahdua hwaduhaw and thats was accepted as first second name street and etc

Staka was aware of this as they stated in one of the emails and also they were aware that i have more accounts when i did kyc on 3 of them and succesfully passed it not like stake says here that i was denied my above photos confirms what i have said

After few months after i asked for ban gambling addiction problem i opened another account to play on but after i put my informations i was blocked by stake and put in withdraw mode only i deposited like 300-400$ but after a litte bit of problems and explaining i got it back

I have provided u with evidence that stake even themself says i cant KYC more than 1 account but i did it

Could u please ask them why they allowed all of this ? if they even banned me after i tried to kyc more accounts or after they caught me having many many other accounts related to me even just by ip adress why they didnt act? like their tos saying

If they acted like their tos says or didnt allow me to kyc on more accounts that would have saved me so much money so thats why i ask for refund of deposits

Stake stated i cant have more accounts and if i do ALL of them would be banned which didnt happened and they were aware that i have more accounts

Stake offeres me an unban option even after before stating my account would be perma banned and this cant be undone

Dear Hatchkler,

Can you provide additional evidence that would support your claim that you have passed the KYC procedure on multiple accounts? This claim directly contradicts the statement from the casino, which states that you have passed the KYC procedure only on one account. Please post everything here in this thread. I will be looking forward to your reply.

It is really hard to prove that i passed kyc on 3 account without the help of stake i dont have photos where all of 3 accounts says i have passed the kyc but they can provide u with that i have asked stake to tell me when did i pass the kyc on my first account pavleiliev3 but they just reply we cant do this because your acc now is not kycced kyc is removed from your account and when i have asked for my main account bloom98 they have told me when i passed kyc and about the third account i dont know the username it was too long ago to remember it and i cant access to that account since my hdd from then broke stake can find this account by my kyc details they are all the same like the account pavleiliev3 and bloom98 theres crucial proofs on the third account support told me i cant verify again on another account but after litte bit of talks he still allowed it and confirmed that im now level 2 verifed if they can provide the support tickets u will see

Also heres photo from my first account pavleiliev3 username where i said to support that im level 2 verified

i dont see reason why would i tell to support that im level 2 verifed and asking for bonus for birthday if i wasnt verifed

Photo of bloom98

Plus they always say to me we dont support multiple accounts if found u will get banned so then why u didnt ban me? or bcs i always lost on stake i provided u with proof that they told me by email that many accounts were connected to me maded by me so why they didnt ban me? i always used my real ip adress to create new accounts

I would like to ask u michal can u please ask stake to send the dates when i first did kyc on my account pavleiliev3 /when was kyc removed

when i passed kyc on bloom98/kyc is still active there

provide me with the username of my third account u can find it by my kyc details they are the same as the above account the third account will prove everyting that i have passed the kyc on that account while being kycced in the same time on bloom98 and pavleiliev3

Dear Stake Casino,

I have all of the necessary evidence to make a conclusion at this point. The last question I would like to ask is, are all of the user's account permanently blocked, without the chance of reopening?