Stake Casino - Player’s account not closed after self-exclusion request.

Dear casino guru

After a consultation regarding gambling issues, I had asked Via Chat to close an account due to excessive gambling addiction and lack of self-control, and was told to contact us via email. After that, I lost about 550000 USDT and a very large amount of money, up to 500000 in one day. I asked for a refund because they didn't close my account after learning about my addiction. or is taking legal action

Dear SNX5896,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Could you please advise if you followed the instructions of live chat support to send an email? Please forward any relevant communication to kristina.s@casino.guru. Alternatively, you can post it here. 

Also, do you currently have access to your casino account?

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,

Kristina

I have no complaint to publish it, and I hid the image of an intermediary in order to avoid a defamation charge

Thank you for your reply, SNX5896. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear SNX5896,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.