Stake Casino - The player's unable to close his account.

I am writing to you today to file a complaint against Stake Casino (Stake.com).

The grounds to my complaint are that Stake's Customer Due Diligence & negligence. I've been trying to Self-Exclude myself for many days (Since September 15) and I'm still not able to. They've been sending me a links that only gives me error code via Email. I've then tried request another link for each of the following days till September 21. Nothing ever worked, no other Email were send, but error code kept going everywhere in my screen. With my mental issues and gambling addictions.

Even with my multiples Self-Exclusion demand, Stake let me deposit a large some of money over the period of time with no verification at any stage even after those demands. In total my deposits (14439$ CAD) less my withdrawals made (5000$) for a total of $9439 CAD has been lost due to my gambling addiction BUT MOSTLY the lack in Stake system & Employees to solve the case and fix their link. Iv'e did all I could by myself to get out of this addiction but Stake kept saying me fake Auto-Exclude code. I am seeking a refund of the full amount lost (9439$) due to the failure on stake's website. Such a big website should absolutely offert a better player experience and more resources for the customers. Since september 15 I just can't sleep at night and get gambling out of my head. I need help and I'm actually getting help but I also need my money back. Iv'e ruined a big part of my life because of it even if i tried the best I could to help myself out. A working link would not have let me depositing this amount of money after seeking for help & exclusion.

I am seeking to be put in the same position I was at my first demand of auto-exclusion on 15 of September at 9h54 AM. Prior to my calculations that would mean a refund of $9439$ CAD. I do have the transaction proof for this amount asked and I believe Stake will have it too.

Hello Jojo97,

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 advise you mentioned gambling addiction or gambling issues to the casino in your request? How fast after your request did you make your deposit? Can you please forward the initial request to nikolas.b@casino.guru please?

Looking forward to your answer.

Regards,

Nick

I’ve been able to deposit my maximum daily which is 5000$ CAD. After asking an Auto-Exclude on September 15 at 9h54 AM. On September 15,16,17 and 18 I been able to talk to myself enough to not deposit any money thinking I would be excluded.. finally on September 19 by surprise I wasnt excluded which lead to me deposit 5000$, same for the 20 and 21. So I’ve deposited a total of 15k in 3 days but been able to cashout 5k at some point.

My initial request was on September 15 9h54 AM and they finally Excluded me at less -9439$ on the night between the 21 and 22 of September… which was too late unfortunately I lost all I had.

Hello Jojo97,

Could you please advise if you did receive any confirmation from the casino about your account being excluded? Is there any way to prove that you did request for it?

Here at the top of this Email, we can clearly see the date of my first request to Stake.Com about my Self-Exclusion. Sadly the « Confirm Self-Exclusion » never worked. It was always redirecting me to Error Pages. It then took a week to finally have something working.

Thank you Jojo97 for all the information. I will now forward your complaint to my colleague Jozef who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

To follow my last screenshoot of September 15, here what it was saying if I was trying to make a new request of self-exclusion on September 16-17-18-19-20-21.

« Error, Self-Exclusion has already been asked. »

They really did not want to let me leave their Casino’s.

Hi Jojo97,

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

Thank you sir.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Thank you again.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Jojo97,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. 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. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Thank you sir.

Dear Casino Guru,

Following the player's complaint, we hereby present our formal response.

We have assessed the player's account and we have verified it started the self-exclusion procedure on the 15th of September 2022, but it hasn’t finished it, thus his account was not self-excluded.

As you can see on the Self-Exclusion policy available on our website, Stake Self-Exclusion procedure is split into the following steps:

 1. To initiate the Self-Exclusion procedure the player must login into his account and request the Self-Exclusion on "Preferences" under the "Settings" menu;

 2. After requesting the Self-Exclusion, the player will receive an e-mail requesting to confirm the Self- Exclusion request;

 3. After confirming the Self-Exclusion request, the player account will be placed under a 24-hour ban;

 4. During the 24 hours ban, the player will receive a 2nd email from Stake.com requesting to identify the time of the Self-Exclusion or if the player wants to self-exclude permanently.

 5. After confirming the temporary or permanent Self-Exclusion request, Stake.com will proceed accordingly and block the account immediately.

It happens that in this case, the player did not comply with the procedure described above. The player requested the Self-Exclusion on 15th Sempember 2022 and confirmed the same through e-mail. However, the player never answered the 2nd e-mail sent by Stake.com requesting to identify if he wanted a temporary or permanent Self-Exclusion. The fact that the player never replied to Stake.com second e-mail, did not made it possible to finish the Self-Exclusion procedure and originated the unblocking of the player's account after the 24 hours ban.

Further to this, when the player was aware that the ban was lifted, he decided to continue depositing and play at Stake.com instead of completing his Self-Exclusion request. Only after losing his deposit, the player started the present complaint procedure.

In conclusion, we believe that the player is not entitled to be reimbursed on the amount of his deposits since he did not follow the Self-Exclusion policy.

Best regards,

Stake

Dear Jojo97,

please, could you confirm the casino statement? Be aware that if it is true, and you did not finish the whole process, I also do believe that you are not entitled to receive the refund.

This is completely wrong. I never been able to complete the first step which was to accept the self exlude request of September 15 for a 24h period since the link was only sending error codes/not doing anything. I also never received a second email to confirm my request for a permanent self-exclude because I believe I never been able to complete the first Step.

1. To initiate the Self-Exclusion procedure the player must login into his account and request the Self-Exclusion on "Preferences" under the "Settings" menu;

*YES I DID EXACTLY THAT.*

 2. After requesting the Self-Exclusion, the player will receive an e-mail requesting to confirm the Self- Exclusion request;

*YES I RECEIVED*

 3. After confirming the Self-Exclusion request, the player account will be placed under a 24-hour ban;

*I NEVER BEEN ABLE TO COMFIRM AND I NEVER GOT A 24HOURS BAN*

 4. During the 24 hours ban, the player will receive a 2nd email from Stake.com requesting to identify the time of the Self-Exclusion or if the player wants to self-exclude permanently.

*NEVER GOT THE 24H BAN + I NEVER EVER RECEIVED SO SECOND EMAIL FROM YOU*

 5. After confirming the temporary or permanent Self-Exclusion request, Stake.com will proceed accordingly and block the account immediately.

*COULD NOT HAPPEN SINCE I COULDNT COMPLETE STEP 3*

It happens that in this case, the player did not comply with the procedure described above. RIGHT IT DIDNT WORK.

The player requested the Self-Exclusion on 15th Sempember 2022 and confirmed the same through e-mail. WRONG I NEVER COMFIRMED??

However, the player never answered the 2nd e-mail sent by Stake.com requesting to identify if he wanted a temporary or permanent Self-Exclusion. WRONG I NEVER RECEIVED A SECOND EMAIL.

The fact that the player never replied to Stake.com second e-mail, did not made it possible to finish the Self-Exclusion procedure and originated the unblocking of the player's account after the 24 hours ban. I CANT REPLY IF I NEVER RECEIVED THE SECOND EMAIL AND FIRST OF ALL NEVER GOT THE 24HOURS BAN.

Ive tried alot of time to do you STEP #1. For the 24hours request. As the two screenshots says. If I was trying to accept the link in my email it was saying *error your token expired*. So then I was trying to ask for a new link/email and it was saying *self exclude already been asked*.

I dont know how you can say it’s my fault since I’m 100% sure you can check your informations on your side and realize that first, I never got banned for any 24hours. And second, you can for sure see that you guys has never ever sent me the second email to confirm the permanent self exlcude.

I knew really well the steps I had to complete from 1 to 5 that you just said earlier. But sadly I never been able to complete the #3 since your website gives only error codes.

You know what? Just proove me that you that you guys has sent me the second email that you said earlier and I close the case, just proove me that. If you said it and was so sure about it it should be easy to send us a proof? Otherwise if you cant proove it you might realise you guys are the one missing few steps.

Thank you.

I was trying to self-exclude myself since September 15.

Here is the proof/video of me trying to self-exclude myself for the 134th times on September 21 after trying for 6 days in a row.

ABSOLUTELY NOTHING WORKS.

https://youtube.com/shorts/eFZu5Efzn6g?feature=share.

Dear Stake Casino team,

may I kindly ask you to react to the player's statements?

Thank You Jozef.

Dear Jozef,

Please find below our reply to the player allegations.

a)     3. After confirming the Self-Exclusion request, the player account will be placed under a 24-hour ban; *I NEVER BEEN ABLE TO COMFIRM AND I NEVER GOT A 24HOURS BAN*

As you can see per the attached evidence, the player never confirmed the self-exclusion. Otherwise, it would appear the message "excluded" on the message. We can provide an example of other accounts that comply with the self-exclusion if you need it.

b)     4. During the 24 hours ban, the player will receive a 2nd email from Stake.com requesting to identify the time of the Self-Exclusion or if the player wants to self-exclude permanently. *NEVER GOT THE 24H BAN + I NEVER EVER RECEIVED SO SECOND EMAIL FROM YOU*

Since the player never confirmed the self-exclusion the second e-mail was never triggered and sent since it depends on the confirmation of the first e-mail to be sent. 

c)      Evidence Provided – "L’auto-exclusion a déjà été demandée"

Please note that the player provided evidence with an alert saying "L’auto-exclusion a déjà été demandée". This in english means "the self-exclusion has already been requested". Accordingly, the player already knew that the self-exclusion was requested and that he need to check his e-mail to complete the same.

d) Video Evidence

As mentioned on our Self-exclusion policy available on the website, the player has 24h to confirm the self-exclusion. In the video, we only see the player trying to request the self-exclusion and receiving the message that he already requested and then showing an old e-mail to confirm the self-exclusion that sends an error. However, the e-mail is already open and does not show the date nor the player opening a new e-mail. Accordingly, we cannot confirm the authenticity of the video or e-mails shown. Also, on our system, we can confirm that there were no errors and the player just did not confirm the self-exclusion.

Best regards,

Stake

«  we can confirm that there were no errors and the player just did not confirm the self-exclusion. »

That’s the whole point of this tread. It’s even written in the title ; I COULD NOT COMPLETE THE SELF-EXCLUSION.

Yes that’s exact. I never been able to accept the Email for the self exclusion without receiving an error alert.

« In the video, we only see the player trying to request the self-exclusion and receiving the message that he already requested and then showing an old e-mail to confirm the self-exclusion that sends an error. »

Thats exactly the second point. I’m showing that the ONLY email that I received from you clearly sends an error code (video prooves it). AND then I’m showing that you guys DONT WANT to send me a new email so I can try for a second time to self-exclude. Weird how easy it is to send an Error Alert but how hard it looks to send a second email.

The point of this topic is right here : even if im trying HARD to leave your casino and even spamm clicking self-exclude because I really want it, nothing works. Nothing gets sends else than Errors, errors and errors.

I’m not into programming but I’m 100% sure it aint that hard to send an automatic email with a code when someone ask for it. Atleast I believe it must not be much harder to program an automatic email instead of an automatic Error Alert.

Dear Jojo97,

I can confirm that evidence provided is not sufficient. The email from the casino you have provided is from 15th of September, and the video recording was made 21st. Therefore, the full process was not carried. Do you own any further evidence? Have you ever tried to reach the casino support about the issue? Could you forward me relevant communication?

Dear Jojo97,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I think y’all forgot the point of this topic. I couldn’t self-exclude. I couldnot confirm self-exclude from September 15 to 21. And i even got a video of myself trying for a 171th time on September 21 which CLEARLY shows that the link I got from September 15 doesnt work (must be expired) AND that they wont send me a new link even if i request it. You see me in the video asking for self exclude and the only thing it pop is ERROR. If this is not a good proof enough what you want me more to proove? THEY WONT SEND ME A LINK TO SELF EXCLUDE WHEN REQUESTED.

What you want more? Sorry no I don’t make vlogs and I don’t have a camera 24hours a day filming me and all my actions and I cant go back in time. My proof is solid ; asking for self exclude, not receiving anything to let me self exclude.

I laugh when you say

« Therefore, the full process was not carried. »

that’s the whole point ; I can’t make the whole process. Dont tell me that I’m in the wrong for not doing it, IM HERE TO COMPLAIN IT DOESNT WORK for sure the whole process aint complete.

Hi Jojo97,

As the casino has informed,

As mentioned on our Self-exclusion policy available on the website, the player has 24h to confirm the self-exclusion.

as you mentioned you were trying to open an email from 15th at 21st so it is clear why it is not working there. We need valid proof that it did not work, as it is specified by the time frame. When you experienced this error, have you tried to reach their support? Could you forward me relevant communication?

Dear Jojo97,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.