Stake Casino - Player's account has not been closed.

Hello.

I have a gambling problem. I discovers stake around the end of July just as I was paid. I ended up gambling all of my wages for that month.

I am paid monthly. I went to exclude myself from the website on August 29th before I was paid again at the end of the month. I stated the reason was specifically because I have a gambling problem. For some reason, they did not ban me immediately and gave me 24 hours to cool down and decide if I really want to exclude myself 24 hours later.

I wasn’t actually aware of this cool down period and did not know how it worked. Betting websites usually ban you immediately upon request.

24 hours later came, and I got paid soon after. I realised I still had access to stake.com after requesting to exclude myself before I was paid.

Since I still had access, I ended up gambling as soon as my wages went in and my money was gone around 24 hours later. I wanted to exclude myself to prevent that but they left my account open and it has really damaged me.

Dear RhysF15,

Thank you very much for submitting your complaint. I’m very sorry to hear about your difficult situation. I checked the Self-exclusion section and I found this:

"On receipt of an email request for account closure, the requested account and any linked accounts will be placed on our first stage, 24-hr cooling off period which will disable your account or accounts, allowing no gambling activity. Once this time has passed; while your account or accounts remain closed, a customer support agent will inform you of the 1-week, 1-month, 6-months and permanent self-exclusions available. There will be no variation of these time periods. To proceed with this process, we will require an email response. If we do not receive a response within a further 24 - hrs, your account will be reopened and confirmed by email."

Please, could you forward me the email or message in which you have requested to be self-excluded? My email address is kristina.s@casino.guru.

Furthermore, I hope I understand correctly that this is the casino's reaction to your self-exclusion request:

Did you receive the follow-up email as mentioned by the casino in this message and their Self-exclusion policy? Please, forward any other relevant communication between you and the casino to my email address mentioned above.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear RhysF15,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.