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

Hello!

I am problem gambler and I had a stake account with level 1 KYC with my own name and country, postindex and everything. I also had main account.

I was mostly playing through the lvl 1 KYC account but both accs on same IP. One day I got tilted and went to support to say that I will kill myself and they banned me and excluded me from casino.

Their responsible gambling system has failed because since that incident I have lost another 205$ from my lvl 3 KYC account which has also same name and more info.

They didnt bother to ban my both accounts and now are blaming me for coming back to play on their site and not giving them the second account name.

I request my money to be refunded because stake is not following responsible gambling rules. The level 3 KYC account is much older and I had logged in on both accounts at same time under same IP when my lvl 1 kyc account got excluded for telling them I will kill myself.

Now they are blaming me for not saying anything to them.

Dear Batterygo,

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 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 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

Hello Petronela!

I sent you an e-mail. I didnt directly exclude myself but I told them I will rope (kill) myself if they dont give me anything back because I spent all my cash. They instantly excluded one account but didnt do the other which was also logged in on the same IP and device while this incident even happened.

Thank you very much, Batterygo, 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.  

Dear Batterygo,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I feel like stake tried to manipulate me by saying in a manner like "okay good luck by reporting us, you will be back anyway." And now they didn't expect me to report it. How is it?

Dont ignore me now. I showd you signs of being problem gambler early on. But you saw me as a "donator" (gambling addict who spends everything in casino and never leaves a penny for cost of expense).

You are aware I have gambling problem and addiction long time ago. Example: I went from 50$ to 13-14000 and I didnt cash out anything and lost. They know these things if they review my account everytime I beg support for bonus.

Hello Jozef

Sake sent me an email they will issue a refund of losses on second account which should have never been allowed to be accepted by their system.

Kind Regards

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Batterygo,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the player’s request. The player has informed us that the casino team promised him a refund if the case is considered 'resolved'.

Dear Batterygo,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef