Stake Casino - Player’s requesting a full deposit refund.

After watching classybeef and multiple times hearing you can use a VPN to bet on stake I created an account and started betting with stake. However, after many deposits months later I had a few issues with a deposit so contacted stake support through email.

They advised me to tell them my ip address so they could fix the issue so i gave them the IP address. They then got back and told me to turn my VPN off so they knew i was using a VPN. So i did and sent them my actual ip address which is an Australian IP Address. Support knew this but didn't say anything as i was a losing customer and even after seeing it was an Australian IP address said they fixed the problem and my deposit had been credited 3 hours ago and that was that.

My issue is, they never should have accepted any further bets or profited from a jurisdiction they are not licensed to accept bets in. Especially once they are definitely aware this is the case and they preach under no circumstances do they do this... As they are willingly accepting and involving themselves in illegal activity.

Stake have used their streamers to voice the use of VPN being allowed, even when you are in a jurisdiction it isn't allowed. I have many clips of this.... Especially classybeef who also had disclaimers.

Do I have a legal case to sue stake for this? As they are knowingly accepted bets from a jurisdiction, they know they aren't allowed too. I know this is a thing that's happening in all jurisdictions they are not licensed in as they have literally used their streamers to promote this for years now and in my circumstance even when having direct knowledge of it just don't care.

I have made a video i have just finished editing showcasing all this however I am giving stake one opportunity to reply to me which they are yet to do.

If a stake representative gets back to me to resolve this issue i will be happy to resolve this amicably as long as they are. Happy to provide the emails and communication between me and stake showing this.

Dear Kingr,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

However, I would like to emphasize that we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.  

Therefore, I would like to clarify, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here.

Lastly, we at Casino.Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casinos database which acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules. 

I hope this explanation was satisfactory. Thank you in advance for your reply.

Best regards,

Petronela

Can you get me in touch with a stake representative by passing on my details I have given you to them. As the only next step for me now is legal action and social media awareness through a video I have finished editing.

Dear Kingr,

If you wish to file an official complaint you can do so by contacting the casino directly (here):

"22. Complaints

If you have a complaint to make regarding our services, you may contact our customer support via Live Chat or by email (complaints@stake.com). We will endeavour to resolve the matter promptly."

Or you can reach the Licensing Authority at certria@gaminglicences.com. The seal used above is the official weapon of the Country Curacao with the reference number of the license of Antillephone N.V. 8048/JAZ.

Please let me know how you wish to proceed with this case.

Okay. Thank you for your information. I am not mounting a legal case. Thanks

Thank you, Kingr, for your reply. Do I understand correctly that you do not wish to file an official complaint? Do I have your permission to close this complaint as "per the player's explicit request" or is there anything else we could try to help you with? Looking forward to hearing from you. 

I would like a response from stake to see what their response is but im sure they will decline that.

I have lodged a complaint almost 2 weeks now with complaints@stake.com as well as legal@stake.com and i am still awaiting a response.

I’m truly sorry, Kingr, but we do not pursue further any cases related to licensing regulations and policies. I understand your frustration but my only recommendation would be to contact the casino directly or their Licensing Authority, as already described earlier. 

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.