Stake Casino - The player's self exclusion failed.

Hello my name is tetaeridanus; also known by my name in Stake community and mostly known in Turkish chat for my huge rains and giving love to the community. I am gonna be chronologic as possible so that you can easily take it. I opened my account on October 6th 2022; then later on made some good wins on sports betting until the end of 2022, had no problem on withdrawals on Stake's side. Later on i got my sports betting limits to silly amounts, which concluded me to play more casino games. However after some losses at November 6, I requested to be excluded from ' casino games ' and got into a cooldown mode. I concluded my cooldown, and as seen in my posted mail; I mailed permanently and got a mail of confirmation that said 'The casino part of our platform has been excluded on your account permanently.' Fair well, it was closed when i tried some days. Later in start of 2023 i made some unlucky sports bets and decided to take some time off from gambling. Got myself excluded for 1 month and took sime time off. Fast forward to 3/23 2023; I Came back to the site and tried some sports betting; not suprisingly I deposited 42.000 dollars in 1 day to the site hence my addictive personality and not suprisingly i lost some 10 K on sports betting. This is where a disgusting thing happens; I started looking on Evo games so I can watch, no problem because I am excluded permanently right? NO. I said if i can watch evo; lemme look at STAKE Originals BLACKJACK. I lost 25-30K in blackjack in 5 minutes. I got so much angered that, how can I play casino; wasn't i excluded permanently? This is both illegal and disgusting. When I tried to reach my host I was awaited for a telegram confirmation( which can be normal since I wasn't there 3 months) , I couldn't get any answers from Mirela. Then when I confirmed I got a message from Mirela, because of my complaint mails requiring me telling myself I have gambling problem; they closed my account permanently because of responsible gambling rules. The more funny part is she even told me that I can get myself excluded from casino games if i wanted. Which was already in place 2 months before, and it should be banned for me to use. When I mailed complaint@support.com I got a joke of a mail that I created 5 accounts before that bypassed the KYC rules. What a lie! I made full verification in only one account and that is tetaeridanus which is a plat 6 account. I had one way back and it was closed and not with kyc; after support understood my statement about casino games. The problem is you let everyone open 10s of accounts and don't care when they deposit and lose; and the mail says you detected 5 accounts; why didn't you detect them before I lost more ythan 500,000 dollars in your site in my life time. . I was neither multi-accounting or making any illicit activity. I didn't get any of my answers from your copy-paste mail and I will continue on until I get my full refund of that 42.000 if not more. You made me relapse on blackjack which made me lose 150.000 more in different sites and real casino venues. I at the minimum want my 42,000 Dollars back plus additional 100,000 for the losses that you caused me over the years accepting me to make new and new accounts without kyc and making me lose 100s of thousands of dollars. Keep in mind that 42,000 was almost 2 BTC at the time. Thank you Casino Guru for giving us voice against these people. I give noneless 1/10 to Stake and told all my whale friends to stop using this site immedietly. You broke me su much that not even 10 BTC will make me whole again. I hope what you caused to me and my family will happen to your families.

Hello tetaeridanus,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stake Casino. Please allow me to ask you a few more question before we would move forward.

Could you please clarify since when and until when was your original account excluded? Did you have any unverified accounts created as the casino claims that you had 5 of them? Also if you did have them, under what registration details did you register them? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Sorry to write it so mixed up; the problem is not I was able to make new accounts, all 4 of them were non-kyc and lost over 100K btw and were years ago. Non of them were open at the same time so, it's not even a problem on my side; but theirs. I'm not even here to complaint about that problem which is actually a break in law in their side. Unlike what that liar on complaints@stake.com says I was never asked for kyc on neither of the accounts before. If so I want them to show documents on how they were ID'd with proofs. If they can't provide that; I will dispute another 100.000 dollars; because of their losses back in 19-20 accumulating over 250.000 dollars.

Back to the point; the excluded account we are talking about is indeed tetaeridanus; which was supposed to be excluded from all of the casino games permanently; however was able to play blackjack 3 months later when first sign in and made me lose 150.000 dollars on tilt 40K in site 110 offsite.

The site and their team are just avoiding this systematic or manual failure which was made with bad intentions that caused them to enable casino games which is illegal in their own act as well; because of they knowing that I have gambling problems; and taking the topic to my older accounts is funny and how they try to avoid the complications that they caused; looks childish. If they were so strict about T&S ; and knew these accounts; how did they let me gamble 100.000s of dollars. Tetaeridanus is the only REAL KYC'd account on stake on my behalf.

I dispute this ammount because I was let to play casino games even after i got a confirmation mail months back about being excluded from casino games permanently. In the attachments you can see when is the last bet I placed hence the exclusion and how I was suddenly able to bet in casino games months later under casino games exclusion.

This act of stake; and response from complaint@stake.com is so disgusting; that they don't even know what they are saying. If I opened a new account while tetaeridanus was banned from casino games; then I lost money and came here to rant, then they would be correct. That would be my fault, but not even that; they shouldn't have been able to make me open new account if they know so well this is my 5th account.(which is another joke🙂).

TDLR: The heading summary you wrote is wrong: The problem is that this was not the case, and the gambling on casino occured in the VERY SAME account of tetaeridanus; which was supposed to be banned from casino games. In the attachments you can see that it is supported with both mail evidence and site activity evidance.

So can you please change the summary.

I will put the attachments again for you to see and the disgustingly funny mail from complaints@stake.com.

Regards,

TetaEridanus.

To your question; On 19th-20 of November I asked for exclusion from casino games permanently. Got in cooldown on 20th for site's purposes for 24 hours. At 21st I picked it as a permanent exclusion from casino games; And it was intact at that time. I was only allowed to sports bet as asked and the site's offer. Months later when I signed in voila; casino games enabled again. The fact that they say i try to exploit anything is horrendous and they doing this to a student is incredibly bad reputation. I will take this case to anywhere they want.

On the side not : The more funny thing is; if you are so sure of 4 prior accounts. It is against the law you let them deposit. It will be harder than 140.000$ for you compansate the losses after those 4. I lost my family, reputation, whole life because of you in those years. Show some compassion and do some right!

Other Dispute Claim :

The grounds to my complaint are that Stake's Customer Due Diligence (CDD), Know Your Customer (KYC) and Anti Money Laundering (AML) processes are insufficient and in breach of the license requirements and curacao law, specifically the NOIS (Attached.) and regulations specified by the Curacao Gaming Control Board. With the insufficient processes in place I was able to create a new account even though I am self excluded permanently with Stake in 4 different accounts and deposit a large sum of money over a short period of time with no identity verification checks carried out at any stage. In total my deposits less any withdrawals made totalled are more than 150.000$. I am seeking a refund of the full amount due to the failure on stake's part to collect the required relevant CDD, KYC and AML information which would have prevented a self excluded patron from creating a further account and depositing this amount of money. 

If you give a mail reply like that stake; I want a dispute of 150.000$ more from the other illegal activity you have done against your own rules. You just accepted that you have not only disabled my exclusion on tetaeridanus you also let me open previous 4 accounts which were all average plat 4 and let me lose money on purpose. None of those accounts were verified or asked for kyc. Tetaeridanus is the only account with level 2 verification required id.

Sincerely TetaEridanus.

Waiting for your response and the update to the header Nick;

Thanks in advance,

Regards,

Tetaeridanus.

Thank you tetaeridanus for all the information provider so far. Can you please clarify on which account did you deposit and how much on each account? Did you have 2 or more active accounts at the same time? Are those accounts closed now? Did you receive any kind of refund from Stake?

Hello Nick; I have 2 headliners I want you to understand;

1- I think you have missed the part that I requested you to change the header; My complaint was never on Stake not giving any care about responsible gambling; which is a big problem, hence I see people everywhere with their 10th accounts which 9 of them have been self excluded. My problem is and was my account tetaeridanus was illegally able to play casino games after months of permanent casino exclusion confirmed by both mail and me at the time. Which caused me a 40K loss on site by me in 3 minutes; hence I knew I have a problem with casino games and I was intending to use stake.com for only sportsbetting. I not only lost 40K there, I carried out that relapse because of only and only stake and lost 100K more in period of hours in futures trading. Because of this relapse caused by stake and the illegal act they have done over my account. I dispute minimum 40.000 USDT from Stake. So I would like for you to change the title according that.

Before I talk about second part keep in mind that When I mailed Stake for refunds; they gave excuse for me exploiting? the system by bypassing self exclusion. However this wasn't the case; TETAERIDANUS was not self excluded from the site but ONLY EXCLUDED FROM CASINO GAMES; which is confirmed by the mail. This relapse and loss of over 140.000 not only caused me to be lose my family but gave me deep intentions for suicidal behavior.

2- All accounts stake claimed that I owned NEVER were included in multi-accounting. The funny part is if stake is so good on finding people opening multi accounts; how did they let them deposit and lose over 150.000-200.000 dollars?

The most important non-kyc account was mrperun; which lost over 120.000-150.000 dollars in maybe 6 months. I also been in a discussion with steve that I TOLD HIM I have a gambling problem and wanted him to exclude me; he never listened to be and insisted for me to exclude. Before I told him various times i have gambling problems my account was active; and lost over 150.000 dollars. The other few will be set2323,mrperun I don't remember the others; however I do remember I never sent stake any KYC documents and was never asked for; while I was loosing 40Ks in 7 days. Which is disgusting; by the mail i got from complaints@stake.com; they knew this all along and allowed this to happen. I want my full refund of any losses that stake caused me in this stressful and damaging times. If they show proof of me getting level 2 kyc in any of those accounts; that will be a fake evidence and will be a great value if this goes to court.

This means 250.000 USDT; or 10BTC's. I would be very happy to negotiate further to any place If I don't get a refund offer and get sarcastic answers from this site.

TDLR; 1- tetaeridanus in stake.com; was illegally allowed to gamble casino games after he was permanently excluded from placing any bets on casino side of stake.com;

2-the owner of tetaeridanus was emailed sarcastically about breaching SE rules; which was broken on STAKE.com's side ; where tetaeridanus was a known gambler to the site by his IP ADRESS; proved by the mail from stake.com; and was able to open the accounts mrperun and tetaeridanus and previous more when stake.com was first founded 🙂 All of them were self excluded permanently.

tetaeridanus wants a full deposits refund;

and previous stake originals blackjack refund on 23th of March 2023 which was illegally allowed by stake

and not being able to open a new account on stake.com ever again.

Would be happy for a faster response Nick 🙂 Thanks for giving us voice; I am having a really rough time these days.

Yes all of the accounts are closed now. I can email you deposit history of 2 accounts i opened after i excluded myself from stake.

BTW, I got total of 0 dollars of refund from the site.

Can you please change the header to my problem? I was able to play casino games on account tetaeridanus which was permanently excluded from casino games.

I want my hard earned money back; I shouldn't have been able to play blackjack on stake. I should've been excluded from playing casino games and only allowed to bet sports just like the email i got from stake support. However with my full honesty; I want to believe it was a system bug and stake will refund me my deserved money; or this is going to the court, I will fully pursue this with my evidence.

Can I please have your opinion in this? I know stake is seeing this hence I somehow can't login my account anymore. But I haven't heard of you for a while.

Nick if you read the mail screenshot i sent you ; at the end it says;

"In this case, we deem that you have used this case to attempt to exploit our services and as such we understand that you are not entitled to any reimbursement as your actions are in breach of our Terms of Service and our Self Exclusion Policy."

Stake; stop with this nonesense; my account tetaeridanus was excluded from casino games permanently! AND I was able to play your Stake Originals Blackjack and Lose 40K in minutes! Give me my balance before that session back! This is ridiculous; you also breach and lack ToS and SEP ; which led me deposit in the first place. This is not an answer; this is the lowest answer you can give; even lower than not giving money to people who are not in legal juristiction but you let them play by vpn or make kyc.( just like turkey. ) If you make people play , you pay them when they win. If you enable a excluded account from casino play casino games; YOU REFUND! THAT's IT.

Hello tetaeridanus,

Sorry for the longer wait but took a while to go through all the details.

Basically, we can't take into consideration the previous accounts created as you did not have any exclusion active at that time so the dispute amount will be now changed based on the amount lost since the exclusion was active, from 142K to 42K USD. KYC is done when requesting for a withdrawal and until then you are free to deposit and play.

Regarding your verified account - as you did request to be blocked from casino games, the casino should refund the money lost after that date.

I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hey Nick, Thanks for supporting the right! Do I mail him or?

And on the side note on your " kyc is required to withdrawal " ; non-kyc account mrperun was able to withdraw and play for months ; in total of 50K deposits minus withdrawals; If you want I can also send the deposit withdrawal history. It was never kyc and was opened after 3 of my non kycd account were previously self excluded permanently.

To the common folk who is reading this as well, stake has no right but to refund money If gambling took place on the same account which was self excluded from casino games permanently. So I believe stake.com will do the right thing in this one.

And for the self exclusion rules, etc. Tetaeridanus is the only real kyc'd account on my details and my id. I did not bypass any rules by opening different accounts with fakeids or anything. Mrperun was never asked for a level 2 kyc for withdrawal or when the account lost 50.000$ in a month. If you are playing that card as well. I dispute that 50.000$ as well. The reason is stake.com sent the mail saying when they see breach of rules, they close the account; none of this accounts were closen for months and months of depositing and withdrawing. I also ask a compansation for stake of years of financial ruin; losing my family; contemplating suicide; and also selling my info to rollbit.com; which I got no deposit bonus; and also lost a lot of money there. Who gave them my mail?

My total dispute is 92.000$ now. Do you accept Nick?

Dear Stake.com Team who is reading this

This is my message to you,

I am writing to dispute a significant loss of funds on your platform, totaling 42K. This loss occurred despite my previous request to be excluded from casino games due to a history of compulsive gambling. As outlined in my previous correspondence, I believe that your exclusion policies and procedures were not adequately enforced in this instance.

Furthermore, I would like to request compensation in the amount of 92K for the loss plus emotional distress and financial hardship that this loss has caused me. This loss has not only depleted my savings but has also caused me to relapse and lose 200.000 dollars on futures trading.

I understand that gambling is a risk, and that ultimately, the responsibility for managing my own behavior rests with me. However, I strongly believe that Stake.com has a duty to ensure that its exclusion policies and procedures are being properly enforced in order to protect vulnerable players like myself

.

I respectfully request that you investigate this matter thoroughly and take appropriate action to prevent similar incidents from occurring in the future. I also request that you provide me with compensation in the amount of 92K to help alleviate the financial burden and emotional distress caused by this loss.

Thank you for your attention to this matter, and I look forward to a prompt response.

Respect and Regards;

Sincerely,

Tetaeridanus.

Dear tetaeridanus,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We can make this post private if we get resolved.

Dear Casino Guru,

We have attended to send through an email to "jozef.k@casino.guru" regarding this matter.

Best,

I want to see the mail as well; I have talken all public; you are trying to hide away from facts? I have even sent them the reply I got from you via mail. The reason for this site is for sites like you to not play king in your backyard. Customers have voice and should have voice. You clearly breached every rule on the book ; which caused me a life changing loss. I know you will try to continue from multi-accounting; I dare you to sent me a proof of a kycd account other than tetaeridanus where I sent or asked a ID; where I lost over 100.000 dollars.

Not even giving a response to your loyal customer which was a plat 6; is beyond ridiculous.

Waiting for Stake.

Dear tetaeridanus,

may I kindly ask you to confirm that you used the same verification info for all the accounts you created? In order to deposit in Stake Casino, you need to fill it out. And, in order for self-exclusion to fully function, you need to fill in the same information, otherwise, the casino system cannot detect you.

Josef I was never asked for kyc until tetaeridanus; I only sent my ID for tetaeridanus. What is there to talk about when casino dismissed my casino games exclusion on tetaeridanus. I didn't open any other account after tetaeridanus. I was able to play in the very same account tetaeridanus. Casino is just stalling the case. I won't give up until I get my deserved refund. I was able to play AT THE VERY SAME ACC : tetaeridanus. I didn't open a new account and lost my money; So yes I confirm I used real kyc on tetaeridanus and didn't open a new account after it.

I'm having a hard time to understand; you read all the threads I wrote? If so ; you also know everything this casino is trying to do.

I'm trying to cooperate ; I hope stake sent you some forged ID so I can have more proof over them.

How did the topic come to this? I didn't lose this amount after exclusion and by opening a new account; I lost it at the very same account tetaeridanus; which should have been blocked from casino games. I don't understand this cooperation; but we talk from here but you talk with stake over email...

I am feeling like no one gives a single s*** here. I came here with a hope that you will be our voice; with such a significant amount of money; which is considerably totally agreeable. Do you think site like stake.com will say "oh sorry we had a bug in our system; here is the lost money you have! 🙁 " Nah; I don't think so. They will try everything to find an illegitimate proof in a newly written TOS last night; to neglect the disputed amount of money. If this case does not get resolved; I urge no one to even bother opening a dispute to stake.com in this forum.

Dear tetaeridanus,

I am very sorry about the situation. The case is quite complex, you have mentioned multiple issues and I just want to be sure that I understand everything correctly compared to their statement. I absolutely appreciate your patience. I requested more information from the casino team and I will get back to you asap.

Thanks for helping out; the fact that they are trying to run away from such a obvious thing; is mindblowing.

Casino won't and can't show an evidence against my claim of tetaeridanus account having a self exclusion from casino games and was able to play stake originals blackjack while the exclusion was on. None of the accounts mentioned before tetaeridanus was asked for id verification. These are all %100 information. I don't even want to imagine what the stake.com which has a f1 sponsor deal ; such a huge site is trying to cover up my last night written TOS rules. I'm not even talking about deposit refunds on previous accounts. I was there since the beginning of stake days; and everyone knew that un-kyc'd account mrperun asked numerous times of self exclusion and had many times with support and Steve(I don't even want to remember his name) was talked about self exclusion and was avoided many many times even when talked about past suicide attempts. I want my 42K lost in tetaeridanus during that illegitimate casino run and 50K more for losses caused by Stake because of their not-caring behaviour to their gambling addict customers and giving information to other sites such as Rollbit.com; I lost 50K on rollbit also. Who is gonna compansate these; what Stake has done is made me lose my mother, father, family ; 100.000 dollars of debt; multiple suicide attempts which broke my 2 wrists; lose my dignity and everything you can imagine. I hope the same happens to all of the people who allowed me to gamble while self-exclusion.

Here is the mail sent from Rollbit.com; HOW Did they know my email? How?

Mind to add me in to email conversation Jozef? I want to see if real evidence is shown.

Can This thing get resolved soon? I want to get cc'd in mails aswell; If forged information gets released I will be happy to contact authorities.

It's been more than a month; I didn't even get a response from stake.com ; This does not look good.

This people; you reading this stake.com? I jumped out of bridge because of you and broke my arms. I hope you are happy with the money you have stolen from me while not applying exclusion policies. I hope divine justice comes to you one day.

Dear tetaeridanus,

Thank you very much for your patience. I would like to add you to the email communication with the casino team, but it is not always possible, depending on the policies of the operator. I will gladly inform you what is going on. I already received the email mentioned by the casino team, but it missed the main issue you are focusing on. Therefore, I requested a detailed description of the situation. Ideally for all accounts, including the one from this complaint. I am extending the timer by 7 days, so the casino team has enough time for preparation. We have quite a low percentage of unresolved complaints with this casino, so I do highly recommend you stay with us till the end of our resolution. And then, when you are unhappy with the outcome, I will gladly assist with reaching the authority.

Let me know if you have any questions.

Thanks for your patience and trying Jozef; I hope we get a good resolution here; complaints team, when I mailed them changed the topic too so I'm not suprised. I see many people settled here. Because of my disputed amount I'm not suprised they are not focusing on the problem but saying different problems. Funny part is I donated them more than this amount maybe double in my lifetime.

I've seen people getting reached out from Stake Casino in the complaints center; I didn't even get a request of a settlement which is really strange and seems like we are going to a deadend. I am looking for Stake's answer. I know they will do the right thing and we will end this chaos, or I hope so.

I highly appreciate Casino Guru and especially you Jozef for trying to be a voice of us problem gamblers.

Dear Josef,

We have attended to send through a response.

Best,

Dear Jozef; can I have info ?

Why am I not getting any responses from the casino? Because I have counter arguments?

All the evidence is here for my disputes; I really want to know what Stake is trying to tell to you Jozef. There is a serious breach of all of the rules stake tells that they abide. Nothing changes the fact that you allowed an account that is restricted from placing bets in your casino section to go on a full tilt and lose a money worth a house in your originals blackjack; and deny it. If you already knew my all accounts history; that is a bigger problem on your side; not mine.

A company that throws away millions to it's streamers; but try to not pay a single dime caused by the breach of the rules by themselves, put themselves.

I opened this thread 1 month ago; and gotten literally zero apology from the casino itself; which is horrendously disgusting. I hope who is responsible gor this; your kids will be gambling addicts; and lose their inheritence and live the rock bottom just like I did.

Jozef; am I going to be able to get informed soon? Hope everyone sees here how much cute stake cares about theie customers.

I know no one sees this thread besides us; however this is a really disgusting way for stake to act; while they try to look so cute and friendly to rule new customers in.

We are talking about a life changing money which demolished my life and everything, made me act suicide; thank God survived and killed my psychology. This money was taken away from me by stealing from a problem gambler who was excluded from casino games; not only that but been a customer for years without any kyc checks and on and on self exclusions. This is ridiculous ; I am crying to my guts right now of how much this site ruined me. You broke my family and everything I have and you still don't care; you are demons!

Dear Jozef,

I have attended to send you some mails .

Best

Eagerly waiting for a update.

Still no update?

Dear tetaeridanus,

thank you very much for your patience during the resolution. I fully understand the severity of the situation. 

The protection for self-excluded players, that detects them closely after registration or does not allow future registration, is a key part of proper self-exclusion. If the player informs the casino about the gambling problem. The account should be closed asap, and the player should not be allowed to create an account with the same or similar credentials. That is the acceptable minimum that can be done. 

Based on the information provided by the casino team, all the accounts you created contained different information filled in as credentials. Therefore, the block could not work properly, and they could not prohibit your gameplay. More specifically, only dates of birth used in the first and disputed accounts were the same. The rest was slightly adjusted or completely different. 

tetaeridanus, I am very sorry about the situation, but after concluding all the information I believe you are not entitled to receive a refund. From what I saw, I do highly recommend you seek professional help with this since your losses are quite high, and it is obvious that you cannot control your gambling.

More information can be found, here.

You have a full right not to agree with my opinion. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru