The player from Germany has requested a self-exclusion. Unfortunately, the enquiry was ignored. The case was rejected because the player stopped responding.
Stake Casino - Player’s attempt to self-exclude from the casino has been overlooked.
Amount: €3,000
Stake Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Since I have a big problem with gambling addiction , I got banned from a lot of online casinos. Unfortunately, despite suspensions, I fell back into gambling and registered at Stake.com. I knew I had no registration at this casino in the past. So I tried my luck again and lost over 700 EUR within 24 hours.
I took a few days off and thought about how to continue. So I decided to close Stakes.com permanently due to gambling addiction. I contacted Stake Casino via email on 05/14/2022 (see image) and explained there that I wanted to have my account permanently deleted with immediate effect because I have a gambling addiction.
This wasn't a standard disabling, but a lifetime ban from Stake.com. But unfortunately my account was not deleted and I was able to play again a few days later. And what happened? I gambled away thousands of euros even though I pulled the emergency brake and asked Stake directly for lifetime deletion. Stake offers on the website that you can self-exclude, but this variant is not suitable for people with gambling addiction as the process takes too long and there is a risk of relapsing during this time. I also didn't want to be self-excluded for 24 hours, but immediately from May 14th, 2022. But this was ignored and I was allowed to continue playing.
Then, when I lost a lot and couldn't keep my gambling addiction under control, I asked Stake Casino again on 06/14/2022 to close the account. I stated that I had problem gambling and my account was immediately deleted. After I left a lot of money with them for 4 weeks, I suddenly deleted it by request!
Now I want my money back from May 14th, 2022 to June 14th, 2022. Because Stake knew about my gambling addiction and didn't delete my account when I asked for it. Only after my second request and stating that I was addicted to gambling was there a response and my account was permanently deleted.
According to EU guidelines for casinos, a casino is obliged to delete a gambling addict as soon as possible.
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2 years ago
Dear Polat87,
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 request for a 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 (here):
"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.
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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.
If after reviewing our self-exclusion options you decide you would like to proceed with a permanent self-exclusion, you will be required to set an exclusion period when prompted. On occasion, we might decide to place an account on a short self-exclusion period if we believe it to be needed and or beneficial to the customer. This will be communicated by email; the above terms and conditions will apply.
When you request, or we deem it necessary, to add a self-exclusion, all remaining funds left in your account will be returned to you manually.
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Once a self-exclusion is applied to your account, it will stay in place until the request time has finished, it will not be reversed or decreased for any reason. Permanent self-exclusions will remain closed indefinitely.
We will use all reasonable endeavors to ensure compliance with our responsible gambling self- exclusion policy. However,you accept that we will not be held responsible or liable if you attempt to open any new account or indeed succeed. In addition, we will not be held liable or accountable if you continue to deposit and wager using additional accounts which have previously not been disclosed. Any future wagers, Reward funds and entries in any promotions during a requested self-exclusion time will be forfeited, resulting in no return of stakes or payment of winnings. We will not be able to reinstate these if the account is reopened after the self-exclusion period. After self-exclusion you acknowledge that:
You should not attempt to, deposit or place any wager on any of your accounts from which you have requested to be excluded during your selected self-exclusion.
You should not attempt or proceed to open any new accounts during your self-exclusion period, or indefinitely if a permanent self-exclusion has been selected."
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
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2 years ago
Translation
Hello Petronela,
Thank you for sending me the self-exclusion information. I am familiar with these. I have a gambling addiction problem. That's why I didn't need 24 hours to think about it. Because a person with a gambling addiction cannot protect himself and can possibly relapse after 24 hours. So I wrote an email to support@stake.com on May 14th, 2022. There I described my gambling addiction and that my account should be deleted forever. Despite this announcement, Stake let me continue playing and I relapsed and continued to lose money. I was only deactivated on June 14th, 2022 after a renewed request. I have emailed you a photo to petronela.k@casino.guru
Many greetings
E
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2 years ago
Thank you, Polat87, for the forwarded screenshot. Could you please forward the original email from May 14th and the subsequent request, based on which, your account got finally blocked?
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2 years ago
Translation
Hello dear Patronela,
you have already received the e-mail from May 14, 2022 with a screenshot. do you need this again
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2 years ago
Translation
On May 14th, I signaled to Stake.com that I have a gambling addiction. (see email). Stake didn't delete my account even when I wrote via chat that I don't want to play anymore. It wasn't until June 14 that my account was deleted by e-mail upon request.
I informed Stake on May 14th that I would like my account deleted because I have a gambling addiction -> Failed, was not deactivated despite the addiction. Result: Lost a lot of money
- Chats written that I don't want to play anymore were not deleted
On June 14th, like on May 14th, I wrote an email stating my gambling addiction and that I would like my money back. Then it was immediately disabled.
From May 14th to June 14th I lost a lot of money probably over 3000 EUR. The casino ignored my complaint and I couldn't protect myself even though I wanted to. I lost to my gambling addiction and Casino watched me for 4 weeks.
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2 years ago
Thank you very much, Polat87, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Translation
All right, thank you for your effort and commitment. Regards
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2 years ago
Hi Polat87.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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2 years ago
Dear Casino Guru,
Following the player complaint, Stake hereby presents its formal response to the same.
We have performed an assessment on the player account and went through all the communications exchange on our platform that is linked to the e-mail support@stake.com and we have verified that the customer has only entered into contact with Stake on 15th June 2022 (Annex I). This makes us doubt the authenticity of the evidence sent by the customer since our system collects all the communications of the customers and centralizes them on our platform.
Additionally, we would like to notice that when the player informed us of his gambling addiction on 15th June 2022, his account was automatically blocked (Annex II). Furthermore, as mentioned by the player in his complaint, the same was aware of the self-exclusion tool available on www.stake.com and he could have used the same to protect himself.
As described in the self-exclusion policy available at www.stake.com, it is possible for the player to close his account permanently by following the self-exclusion procedure. Thus it is not true the player claim that Stake self-exclusion only allows the players to exclude their account for 24h.
According to the above, we understand that the player complaint shall not proceed and the same is not entitled to any reimbursement.
Best Regards,
Stake
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2 years ago
Translation
Ladies and Gentlemen
the statement of the Stake Casino is very weak and also disappointing. I sent my communication from May. I asked for my account to be deactivated via email in May and later also via chat. This can be clearly seen. Then I will probably turn on a lawyer who will act for me. You have 100% received my email and chat, this can be seen from my inbox and I can also upload a video of it. I have proof that you got the request, you should rather prove to me that you didn't delete my messages? I see a lot less messages from me in the screenshot than it really was? Our last discussion alone was at least 5 emails + the emails before. If there is no payment, I will deal with the lawyer, no problem.
Regards
EY
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2 years ago
Dear Polat87,
In order to move with this case, could you make the mentioned video? It would be great if you can show all the emails you have sent from your address to the casino email address. I would highly appreciate it since it would clearly prove your claims, and the casino can investigate what has happened.
