Stake Casino - Player seeks refund after account issues and losses.

Hello, I deposited approximately $50,000 into my account on stake.com casino. Due to addiction, I self-excluded my account. However, I later created a new account and lost another $6,000. When I tried to access the account where I lost the $6,000, I received a 'multiple account' warning, which I bypassed by completing KYC verification. After that, I deposited more money and lost it. In my first account, I also completed KYC verification using the same identity. Despite knowing that I was addicted, they allowed me to sign up again from the same IP address, use the same identity to complete KYC verification, and as a result, I lost all my life savings. I am requesting a refund of the money I lost during this process, or at least a significant portion of it.

Dear Mordrake,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

When was your first casino account closed?

Was it closed by the casino due to your self-exclusion request?

When did you create the new account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

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,

Dominika

Hello so in total I have three accounts on stake.com the first one is still active but i cant login to it due to 2FA problem. I have lost the 2FA for this account and i didnt make up to recover it. Second account was created in 28 March 2024. After i lost a lot of money on this account i asked for a self exclusion request and i told that i am addicted. They applied the self exclusion at September 30, 2024 at 07:34 AM Belgrade time CEST (GMT+0200). I created a new account at 20 October 2024.

Now i will also forward you all the proof i got via your email. Thank you so much for your assitance in this matter, it really means a lot to me.

All the proof has been sent to you via the email address you have provided. Thank you so much once again.

Hello Dominika,

Is there any update on my case, please? I have sent all the necessary documents to the email you provided.

Thank you once again for your assistance.

Best regards.

Hello dominika, have you received my email please ?

Dear Mordrake, please clarify which documents you submitted to the casino for level 1 and level 2 verification.

I have also sent those documents to you via your email. Thank you for your answer.

Thank you very much, Mordrake, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

So basically, I submitted same KYC document and same Address, same name. I sent this documents to you via email just now.

Thank you so much Dominika, I really thank you for all your efforts.

Dear Mordrake,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Stake Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Stake Casino,

Could you please provide a detailed explanation regarding this case? Specifically, I would like to understand how it was possible for a self-excluded player to create a new account using the same credentials, pass the verification process without any issues, and be allowed to play freely.

This raises concerns about the effectiveness of your self-exclusion procedures, and we would appreciate your clarification on how this situation occurred.

Thank you for your prompt attention to this matter. We look forward to your response.

Best Regards,

Kubo

I would appreciate stake if they can answer as fast as possible.

Hello, i have contacted with the casino and they refunded me. Since the problem is solved this case can be dismissed.

Thank you stake for your attention.

Dear Mordrake,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo