Stake Casino - Self-excluded player created another account.

Dear vieiramarcantoine,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Self-exclusion section and I found this:

"9. Conditions and Processes

To self-exclude means to stop betting or gambling for a set time. Self-exclusion can be temporary or permanent.

By requesting one of our self-exclusion time periods on offer you agree to the following terms and conditions, which will be effective from the minute you receive a confirmation email of your chosen self-exclusion, this email will be sent to the email address used to register your account only and will display the date of self-exclusion completion.

Requests made via our Chat function will not be actioned. However, a customer support agent will direct you to our customer support email service.

On receipt of an email request for account closure, the requested account and any linked accounts will be placed on our first stage, 24-hr cooling off period which will disable your account or accounts, allowing no gambling activity. Once this time has passed; you will receive an email to confirm your desired self exclusion duration of 1-day, 1-week, 1-month, 3-months, 6-months, 1-year or permanent. There will be no variation of these time periods. If we do not receive a response within a further 24 - hrs, your account will be reopened.

If after reviewing our self-exclusion options you decide you would like to proceed with a permanent self-exclusion, you will be required to set an exclusion period when prompted. On occasion, we might decide to place an account on a short self-exclusion period if we believe it to be needed and or beneficial to the customer. This will be communicated by email; the above terms and conditions will apply.

..."

Did you receive any confirmation that your first account was self-excluded? Could you please forward me your self-exclusion request? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Hello Kristina

I’ve send it all when I open my case :

the screenshot of the site when I try my previous account and the email with date of it. Do you have it or should I send it to you again?

thanks a lot

Thank you for your reply, vieiramarcantoine. Yes, I see the attachments, however, they do not contain the information I requested. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Hello,

The PDF generate from print the email cannot be attached here I will send you by email.

Please find attached email, and deposit download from the website. I also have screenshot of the chat if you need that.

I also find exact same complaint in casino guru with stake casino.

Thanks for your help.

Kind regards.

I apologize, but we could help and ask for a refund if you provided a self-exclusion request in which you clearly expressed your gambling problem. Since you still haven't provided this, I am afraid that we are not able to do much. In case you still have access to your casino account, I can only recommend that you request a new self-exclusion.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please let me know if there is anything else I could help you with. Thank you for your understanding.

Hi

it’s clearly the case in French and I follow the process I don’t understand what you mean

I apologize, but I don't understand your last message.

Hello,

What I'm saying is that this casino has a formula which lead to the reception of the email I've send you.

As you can see I've requested the ban of my account.

So I don't understand what you are saying with the "you should have send them an email", when I have to click on their website, have a 24 hours cooldown, and then confirmed again the ban of my account.

Regards

As I already explained, we believe you would be entitled to a refund only in case you previously requested the self-exclusion in which you clearly informed the casino about your gambling problem. As you have not provided any evidence of this, we are unable to offer assistance other than advice on how to properly request self-exclusion in case your account is still accessible.

This leads me to question - do you still have access to your newest (or any other) account? If yes, please get back to my previous message in which I provided instructions on how to exclude yourself.

I disagree, I've self exclude, and also informed them numerous times on chat too

just look

This is a message you sent after the first account was (I assume) blocked. Please understand that we cannot proceed with this complaint before we see a message in which you requested a self-exclusion of your first account due to gambling addiction. If you have such a message, please forward it to me so that we can move on with this complaint.

Furthermore, you still haven't clarified whether you currently have access to any of your accounts.

Hi,

The message if for the first account, the second account was blocked after I've demand it to the stake team. I also request a refund because I was able to open an account when my first one was closed for addiction.

Also let me post link about other complaint :

https://casino.guru/stake-casino-player-s-attempt-to-self-exclude-from

https://casino.guru/stake-casino-player-s-attempt-to-self-exclude-from-3

https://casino.guru/stake-casino-player-s-criticizing-responsible-gambling

Thanks to compare with mine, I've gave suffisent argument in my case, and follow all step about it.

My first account was banned, and I've self exclude myself.

They let me open a new one which is not complient with KYC and CDD.

I've send a new email with chat log

Please understand that you cannot compare your case to other cases without having complete evidence. They may look similar at first, the topic might be the same, however the evidence provided by players (which, by the way, is not available to anyone but casino.guru employees) is the most important piece of the puzzle that changes how we approach each case.

Players from each of the mentioned complaints provided emails in which they requested self-exclusion and stated that they wanted to close their accounts due to gambling addiction. I apologize, but you haven't provided such evidence despite me requesting it multiple times. Without this evidence we cannot request a deposit refund. If you disagree with our decision, you can always contact the licensing authority as they have more tools and options to help players.

Since it seems that your second account has been closed as well, there is nothing we can do. I can only recommend that if you want to request self-exclusion from any casino in future, please use the instructions I posted earlier in this thread. Keep in mind to always mention gambling problem as reason for self-exclusion and do not forget to save the email.

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 any issues with this or any other casino in the future.