Stake Casino - Player's asking for a deposit refund.

Dear Casino Guru Team,

I am writing to file a complaint against Stake, an online casino that I recently played on. I had a very unpleasant experience and I believe that they are taking advantage of problem gamblers.

Stake has been extremely dishonest and has not upheld responsible gaming checks and responsibilities required by law as i self excluded and was allowed to open several new accounts and continue gambling I have lost a significant amount of money due to their practices, and I would like to request a refund for the same.

It is unacceptable that they are ignoring responsibilities with regards to self-exclusions, KYC, AML, and CDD policies. As a problem gambler, it is difficult enough for me to control my gambling habits, and their actions have only made this more difficult.

I urge you to take immediate action to rectify this situation and prevent other vulnerable customers from falling into the same trap. It is imperative that they enforce self-exclusion policies as required by law and license and collect the necessary information to prevent excluded players from accessing their sire.

I would appreciate it if you could investigate my complaint and take appropriate action against Stake. I hope that this issue will be resolved soon.

Thank you for your attention.

Dear Stake Casino,

I am writing to express my deep frustration and disappointment with your platform and the way you have ignored my self-exclusion requests. As a problem gambler, I have self-excluded from your site more than once in an attempt to control my gambling habits. However, it has become apparent that you are taking advantage of problem gamblers and failing to enforce self-exclusion policies as required by law and license.

As a crypto currency casino that holds an Antillephone Curacao Gaming license (8048/JAZ), you are obligated to perform the required KYC, CDD, and AML checks as mandated by law and license. However, it is clear that you are not upholding your responsibilities and are ignoring your duties to protect vulnerable customers like myself.

Despite my self-exclusion, I was able to create

more than one new account and deposit a significant amount of money and continue gambling. This should not have been possible, and it is clear that you are not taking the necessary steps to prevent excluded players from accessing your site.

I am seeking a refund due to your failure to collect the relevant information and prevent excluded players from opening new accounts and depositing or betting on your site. In total, my deposits are over $1500, which I should not have been able to deposit in the first place.

It is unacceptable that you are ignoring your responsibilities with regards to self-exclusions, KYC, AML, and CDD policies. As a problem gambler, it is difficult enough for me to control my gambling habits, and your actions have only made this more difficult.

I urge you to take immediate action to rectify this situation and prevent other vulnerable customers from falling into the same trap. It is imperative that you enforce self-exclusion policies as required by law and license and collect the necessary information to prevent excluded players from accessing your site.

I am deeply disappointed in the way you have ignored my self-exclusion requests and hope that you take the necessary steps to address this issue and provide a resolution.

Sincerely,

Mounir

Dear mounirabizeid,

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. How many accounts did you create? Could you please clarify if the personal details you entered while registering the new account matched the personal details from your old account?

Additionally, could you please forward me your self-exclusion request to kristina.s@casino.guru? Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

I am writing to express my disappointment and concern regarding the policies in place for user accounts on your platform. Specifically, I am referring to the fact that they allow different accounts to be created from the same IP address, even after an exclusion has been made.

As a user of your platform, I have been diligent in ensuring that I comply with all of your rules and regulations, including only having one account per person. However, I have noticed that there are users who have been excluded from the platform for various reasons, but are still able to create new accounts from the same IP address.

This not only goes against their own policies, but it also creates an unfair advantage for these users, as they are able to circumvent the consequences of their previous actions on the platform. It also undermines the integrity of the platform and the trust that users have in your ability to enforce your rules fairly and consistently.

I urge you to take immediate action to address this issue and implement stronger measures to prevent users from creating multiple accounts from the same IP address. I believe this will improve the overall experience for all users on the platform and help to maintain the integrity of the gaming environment.

I created 3 different accounts after self excluding with no KYC AML needed. Kindly find the below attached

Thank you for your attention to this matter. I look forward to your prompt response and action on this issue

Thank you for your reply, brandywhaley28. First, I would like to clarify that you are now talking to a Casino.guru employee and not the casino. 

Secondly, the blocking option you are describing is not mandatory and not all casinos can enforce this on the software level. Of course, it would be perfect if all casinos could block players just based on their IP address, but unfortunately, we cannot penalize casinos that do not do it, nor can we force them to apply it. Furthermore, you must understand that this could cause issues for multiple players playing from the same IP address (for example if they use some public wifi, etc.) and many players do not always play from the same place and the same IP address.

Lastly, 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 mounirabizeid,

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.