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

I’m filing a dispute to stake for not acknowledging or enforcing responsible gambling when there were very very clear signs of gambling problems.

I have proof of chats and VIP chats where I expressed clear signs of problematic gambling, how it was tearing my life apart. There was even an instance which I asked my VIP host what I should do I they didnt respond.

I have self excluded before for a short period however I would come back and repeat the same problem. No responsible gambling was enforced by stake.

This cannot be right at all. I’m disputing stake for my deposits excluding additional bonuses.

Any proof or documentation can be provided.

Dear abcdoreme123,

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 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

Thank you, abcdoreme123, for sharing the forwarded screenshots with us. After reviewing them, we were unable to locate any mention of a gambling addiction. In April, you had requested a self-exclusion for one week, but had also requested that the sports betting section remain open during that time. In subsequent conversations, you had requested bonuses from the casino after losing all your money.

Please be aware that requesting a self-exclusion in this manner and subsequently requesting bonuses due to losing all of your funds is not an appropriate way to address a gambling problem. It is important to communicate openly and honestly with the casino about any concerns or issues related to gambling, including addiction. Only then can we work together to develop an effective plan to address the situation and provide you with the necessary support.

Thank you for bringing this to our attention, and please do not hesitate to contact us if you have any further questions or concerns.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Stake Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@stake.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Dear abcdoreme123,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.