Stake Casino - Player’s request for self-exclusion has been overlooked.

Dear Mohamed,

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 advise if your account is still accessible? I can see that you applied for the self-exclusion inside your account as described in T&Cs.

"Self-Exclusion Policy

If you feel you are no longer able to control your gambling or gamble safely, we offer you the option to self-exclude from betting with us. To begin the cooling off period as outlined below, please visit your account preferences."

Have you confirmed the self-exclusion request, please?

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

Yes, I have confirmed and they put me under 24 hours cooling period only and I can login back now

i just logged back in and took these screenshots

Thank you, Mohamed, for your replies and forwarded screenshots. Could you please advise how did you confirm the self-exclusion after the cooling-off period was over? For how long you wished to have it applied?

They didn’t send me any confirmation email they just opened my account now and I wanted to get a complete deletion as I asked their support

And get a reimbursement as no single hit as they advertised on a pragmatic slot of 96% rtp

I'm sorry I understood from your previous reply that the self-exclusion was confirmed from your side.

Could you please clarify if you have actually requested self-exclusion from the live chat or inside your account - preferences option? Thank you.

Dear Mohamed,

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.