The player from Argentina is dissatisfied with the lack of enforcement regarding Responsible Gambling procedures. The case was successfully resolved.
Stake Casino - Player’s criticizing Responsible Gambling practices.
Amount: 6,170 ₮
Stake Casino
Safety Index:Above averageSafety Index
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7.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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1 year ago
Translation
Dear Mr / Mrs
I am writing to file a complaint against Stake Casino (Stake.com).
The reasons for my complaint are that Stake's Customer Due Diligence (CDD), Know Your Customer (KYC) and Anti-Money Laundering (AML) processes are insufficient and violate licensing requirements and curacao law, specifically the NOIS (Attached) and regulations specified by the Curaçao Gaming Control Board. With the insufficient processes in place, I was able to create a new account even though I am permanently self-excluded from Staking (since 26 Nov 2022) and was able to deposit a significant amount of money over the course of just under 3 months. In total, my deposits minus withdrawals are over 3,360 USDT, and my bets are over 25,174 USDT.
PROPOSED RESOLUTION:
I am looking to work out a full refund of my deposits, thus leaving myself in the same position I have been in before, due to the fact that participation was unable to collect the relevant CDD, KYC and AML information required which would have prevented a self-excluded user from creating a additional account and deposit this amount of money. All my evidences are attached
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1 year ago
Dear nicob7,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?
Lastly, could you please confirm that you used the same credentials o open your new account? Which part of your information was different from the one that you used with your first account?
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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1 year ago
Translation
Hello, I just forwarded you the emails where I asked for the Self-exclusion. Also, I sent you a screenshot where you can see that a message appears when I want to enter my first account, which says that I cannot enter because I am self-excluded.
the self-exclusion I requested was permanent, I don't remember giving a reason why I self-excluded.
Regarding the credentials, I used exactly the same ones in all the fields that were requested, there was no different data. Unfortunately I have no way to verify it, since I am disabled to log in
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1 year ago
Thank you, nicob7, for the forwarded emails. So the only difference in the submitted data between your first and second account was your email address, is that correct? Have you previously submitted any personal documents to complete the KYC verification with your first account?
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1 year ago
Translation
Exactly, that's the only difference. I never sent any personal documents because they never asked me for it, nor is it necessary to be able to play.
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1 year ago
Could you please advise if you completed your player's info in your first and second accounts correctly?
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1 year ago
Translation
Hello, as I told you before, in the first account I can't log in, it won't let me. However, I am attaching a screenshot of the second account's player information. This information matches that of the first account.
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1 year ago
Thank you very much, nicob7, 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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1 year ago
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Thank you very much, I await Jozef's response
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1 year ago
Translation
I leave a summary of what happened to me, because I may not have expressed myself well
- On September 26, 2022, I requested self-exclusion from my first account, since gambling had become an addiction for me and I decided to end it. I had lost 1000 USDT, so I chose the option to permanently self-exclude.
- Almost a week later, I was able to create a new account with the same details of my previously self-excluded account and was able to gamble again and lose money again, this time almost 1700 USDT.
- On November 30, 2022 I was able to create another account with the same data as the self-excluded account, it let me bet again, and I lost around 3600 USDT.
In my opinion, it seems that Stake does not care so much about the self-exclusion of the players and does not take the role of being a responsible casino, which is a shame, since it is a very recognized casino worldwide.
My proposed solution is the refund of all the deposits made by me in my last two accounts, obviously subtracting the balance withdrawals that I have made, which, according to the calculations, would be around 5300 USDT. In this way, I would only assume the losses of my first self-excluded account, since in that account I have nothing to complain about, because it was before I requested the self-exclusion.
It should also be clarified that I sent an email to Stake (support@stake.com) the previous Saturday from the email of my last created account, and I still did not get a response.
I hope this case can be resolved as quickly and cordially as possible, thank you very much. Greetings
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1 year ago
Dear nicob7,
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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1 year ago
Translation
I would appreciate Stake's quick response. I have sent emails to the support and complaints sector almost three weeks ago and I have not received a response yet.
So please Stake, take the case seriously and at least respond quickly, thanks
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1 year ago
Dear Casino Guru,
We confirm that we have reached an agreement with the User directly and, as such, this issue is now resolved.
Kind regards,
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1 year ago
Translation
Hi Casino Guru, As Stake said, the problem is now fixed. Although there is a part missing that was not fully resolved, I am contacting myself by complaints@stake.com and they have not responded yet
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1 year ago
Dear nicob7,
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
