Stake Casino - Player's requesting refunds of his deposit.

with same ip adress , i was allowed to open second account . first account is self exluded permanent. i want refund of all my deposits because they were not able to prevent me from gambling with same ip adress . first account username/ ****2 , second account : *****i

Dear sofokli92,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stake Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if you entered the same personal information as in your original casino account in your casino profile before you were able to deposit?

Could you please advise when is was your original account self-excluded in the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

i was self exluded 1 month ago, i didnt enter same information. but different email with same ip adresss and name surname of my wife . but i register with same phone.

i asked their supports what would happend if i would have won more than i deposit and than you catch me of this duplicate account. we will return only your deposits , not winnings. i forgot to make screenshot . but the point is that if you lose they dont return anything, if win they just give your deposits back not winnings . so they have double standart, and in your webpage many clients claim that in duplicate accounts they dont give winnings profit.

Dear sofokli92,

Please understand that if you entered misleading personal information, you broke the casino rules. The blocks of casinos rely on you providing correct personal information during registration.

If you entered a different your wife's surname, you actively tried to circumvent the casino's block, in which case we cannot help. Please let me know if I overlooked any information, otherwise, I'll reject your complaint.

i put my surname

Dear sofokli92,

you wrote in your post:

i was self exluded 1 month ago, i didnt enter same information. but different email with same ip adresss and name surname of my wife

and later:

i put my surname

Could you please clarify the situation?

I'll await your reply.

they should have detected me with same ip and same phhone. and not allow me to gamble

Please understand without clarifying the issue with your personal information first we cannot proceed to confront the casino.

Also, please understand the casino might have multiple ways to determine which accounts were self-excluded previously, but that doesn't mean the lack of the tool to check IPs alone is a sufficient reason to request a refund.

I'll await your reply.

I am sorry but if you used incorrect personal information, such as your wife's name we don't think you are eligible for a refund. The casino's block of your account can function correctly only if you provide the correct personal information that can be verified during the verification process. Any other personal information provided will be viewed as a circumvention of the casino's block and will invalidate your claim.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.