Stake Casino - Player’s attempt to self-exclude from the casino has been overlooked.

I requested to be self excluded on Feb 20 2022, as I'm a problem gambler and I'm closing all my betting accounts. My account was closed and I was not able to login. Today I tried to login to my account and it worked. I then deposited 618$ which I never should have been able to deposit as I'm self excluded. I want a refund of my money as I shouldn't of been able to deposit and play.

Dear Dodge555555,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found:

„9. Conditions and Processes

To self-exclude means to stop betting or gambling for a set time. Self-exclusion can be temporary or permanent.

By requesting one of our self-exclusion time periods on offer you agree to the following terms and conditions, which will be effective from the minute you receive a confirmation email of your chosen self-exclusion, this email will be sent to the email address used to register your account only and will display the date of self-exclusion completion.

Requests made via our Chat function will not be actioned. However, a customer support agent will direct you to our customer support email service.

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."

Is this support@stake.com the email address that you have sent your email to?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Dodge555555,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting 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.