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

I have sent you, sir, all the pictures via email because they are personal, confirming that I informed the site of my compulsive gambling in hundreds of messages. Despite this, they allowed me to create a second account with the same personal information.

Additionally, it is important to note that the site does not allow deposits without Level 2 verification, which involves entering personal information and verifying identity through documents. I sent them my ID, and it was verified, allowing me to deposit.

This matter is extremely serious—they only care about profit. Even in the case of a win, they wouldn't pay out. I demand a refund of my $412 deposit and to be permanently banned from gambling with them. This is unbelievable

Thank you wailben97 for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello

I strongly reject the claims made in your response and assert that the information I provided during the verification process was accurate and complete, including the official ID card that was used and approved by your system. If you claim that the information was "intentionally misleading," it raises serious concerns about the efficiency of your verification system, which failed to identify any discrepancies, highlighting a clear weakness in protecting users. Furthermore, your platform holds ethical and legal responsibility for not allowing me, as a compulsive gambler, to access your services, especially considering my prior self-exclusion registration. Allowing me to create a new account and gamble demonstrates a significant failure in your policies. I possess all evidence proving the accuracy of my information, including the verified ID card, and I consider your assertion that I provided misleading information to be a baseless attempt to evade accountability. Therefore, 

I demand that you reconsider your decision and refund the deposited amount of $412. 

Dear wailben97,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Stake Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Stake Casino,

Could you please provide a detailed explanation of this case and clarify how it was possible for a player who had self-excluded due to gambling issues to open and verify a new account using the same credentials and documents?

Thank you in advance for your response!

Best Regards,

Kubo

Dear [Guru Dispute Resolution Team],

Dear team stake.

And even if $412 is a small amount, it exposes the weakness of the site. A compulsive gambling client could now register and lose a million dollars.

I am writing to escalate a dispute against Stake regarding their refusal to refund my deposit of $412. Their response to my complaint was that I provided "false information" during the account verification process. I would like to provide clear evidence to refute this claim and highlight the flaws in their system.

Account Registration Time and Verification

Stake’s platform does not allow users to deposit or place bets until their identity has been verified through their system.

The account was registered on [Date] at precisely 7:47 PM.

I submitted the same personal information and the same ID card that were used in my original account.

Verification Process

Stake’s system successfully verified my account using accurate and valid information, including my official ID. This raises an important question :

If the information was allegedly false, how was the account verified and approved by their system?

Platform Responsibility

If Stake claims that my information was misleading, it directly points to their system’s inability to detect discrepancies, thereby proving that their verification process is flawed.

This failure allowed me, a compulsive gambler, to bypass their safeguards and access their services, which contradicts their claim of protecting vulnerable users.

Stake’s Accountability

By allowing me to register and gamble using identical information from my previous account, Stake has shown negligence in their processes. This directly contradicts their responsibility to uphold safe gambling practices and protect excluded users.

I urge you to carefully review this case, as it demonstrates clear shortcomings in Stake’s system. Their refusal to refund my deposit, while blaming me for their own system's failures, is unfair and unacceptable.

Dear Kubo,

We would like to offer a clear explanation of this case.

The user created their account using misleading information, specifically submitting an incorrect date of birth (DOB). As outlined in our previous response, referenced by the complainant, this deliberate misrepresentation was a calculated attempt to bypass our security protocols and gain unauthorized access to our platform. As a result, the system did not automatically flag the account at that time. Only three days later, the user updated the initially provided incorrect DOB to the correct one.

Furthermore, the screenshot provided by the complainant, which states "Verification completed," refers solely to the completion of the account setup process. Based on our findings, it is evident that the user made clear attempts to circumvent platform controls in place to wager and then request a refund.

We trust this explanation clarifies the situation and provides the necessary context regarding this complaint.

Kind regards,

I am writing to address the allegations made in your recent response to my complaint. I would like to clarify and present the following points that demonstrate the inaccuracy of your claims:

Claim of Modifying Date of Birth (DOB) After 3 Days:

This claim is entirely false. I registered on your platform on November 14, 2024, at 7:47 PM and placed my first bet at 11:07 PM on the same day.

After losing the bet, my account was blocked just two minutes later. This timeline makes it impossible for any changes to have been made after three days, as you allege.

Account Blocking Immediately After Loss:

The fact that my account was blocked just two minutes after my loss raises serious concerns about the fairness of your platform. It appears the account operated normally until the bet was lost. Why was the account not flagged or blocked before allowing me to place a bet?

This behavior suggests the platform was waiting for the outcome before taking any action.

Identity Verification:

I submitted my official ID as part of the verification process, demonstrating my good faith and transparency. If there was an issue with your verification system, that is your responsibility, not mine.

Based on the above, I request that you re-evaluate my complaint and resolve it fairly and transparently.

If I do not receive a satisfactory resolution, I will be compelled to escalate this matter to the relevant regulatory authorities, such as the Gaming Control Board (GCB) or any other appropriate oversight body.

It is unbelievable that a platform like Stake refuses to refund a compulsive gambling addict's money. Even in the case of winning, my account would have been closed, and the winnings would not have been paid due to my self-exclusion. Yet, the platform allowed me to gamble again, knowingly exploiting my vulnerability.

Refusing to return the funds to someone suffering from compulsive gambling addiction is not just unmedical, but it also raises serious questions about the platform's responsibility and compliance with its own policies.

I sincerely ask Casino Guru to support me. I am a compulsive gambling addict, and Stake knows this very well. In a moment of weakness, I created an account. I provided them with my information and original ID card. They reviewed it and allowed me to gamble. I sent them a letter pledging not to create any other accounts in the future. Even if I had won, the site would have banned my account and not paid me. I demand the return of my $412. How can a site allow itself to take money from a gambling addict?

Please help me.

Dear Stake Casino,

I apologize for the delayed response and appreciate your explanation regarding the attempted circumvention of the casino's system. However, I am struggling to understand the rationale behind considering the date of birth as sufficient data to match the previously self-excluded account.

On your platform, even if the player provided an incorrect date of birth during registration - which, notably, is the sole personal information requested at that stage - the account should remain in "withdraw-only" mode until the verification process is completed using official personal documents. If the player subsequently submitted the same documents containing personal information that matched the data from their previously self-excluded account, how was the account allowed to proceed to deposit functionality?

I would appreciate further clarification on how such a situation could occur despite the safeguards in place.

Thank you for your assistance.