Stake Casino - Player’s account has been closed following a deposit.

Dear casino guru /stake Support Team ,

private information.

This matter is truly serious, and there is no concern for the player's well-being, especially regarding mental health.

Despite my repeated notifications about my severe addiction, you allowed me to create a new account with the exact same personal information (full name, phone number, address, city, etc.) as my previous account. Additionally, you verified my identity card with the same information, and allowed me to deposit $412 and place bets.

Second account creation date: 2024/11/14 at 7:47 PM, and the account was blocked at 11:09 PM.

This is extremely dangerous and irresponsible, as it disregarded my previous messages about my addiction. After I lost the money, my account was suddenly blocked within seconds. This demonstrates a severe lack of protection for addicted clients and has left me feeling deceived and vulnerable.

I urge you to take this issue seriously and provide me with a refund for the $412 deposit.

Stronger protections are needed for users in similar situations, and I hope no one else will have to go through the same ordea

Hello wailben97,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stake Casino. Please allow me to ask you a few more question before we would move forward.

• When did you request for self-exclusion for the first time and did you mention gambling issues?
• Do I understand it correctly that your second account has been closed in less than 4 hours after registering?
• When was the last time you spoke to the casino and what was it about?

Please forward your initial self-exclusion request where you mentioned gambling addiction/issues to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick