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Dear Forginggold57, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Stake Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you currently still have access to your account?
• Could you please advise when did you request the self-exclusion from Stake Casino?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots 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,

Attila

Yes I still have access to account.

I requested self exclusion in Feb 2024

Yes I passed kyc in first account but recently in May i created stake account and passed self exclusion and they passed my kyc in another account too

When I complaint about it they ignored my issue as shown in screenshot

Dear Player, thank you for your response. Could you please forward your original self-exclusion request? Additionally, have you registered with the same personal information and email as previously?

Thank you in advance for your reply.

Thank you very much for the information you provided. In order for us to review the issue thoroughly, it is essential that we also examine your original self-exclusion request, not only the casino's response. Could you please forward that to us as well?

I look forward to your reply.

The self exclusion is not requested by email but by a dedicated button given in stake

Thank you for your reply.

Could you please clarify a couple of points for us?

• For how long did you set the original self-exclusion on your Stake account (temporary period or permanent)?
• When you activated the self-exclusion, did you only use the self-exclusion button, or did you also contact support/email and mention gambling problems at that time?

This will help us better understand how the self-exclusion was applied and what information the casino had at the time.

Additionally, do you currently still have access to your account? Have you requested a self-exclusion on your new account as well?

I look forward to your response.

I have set self exclusion period for indefinite period there is a option there "indefinite"

I have not activated my self exclusion from that date and it's still self excluded.

My new account is in withdraw only status and deposit restricted , after i complained to stake why allowed me to play and lose.

Thank you for your response. Could you please attach the receipts for the deposits made into the account that was created following the self-exclusion process? Additionally, could you please forward the correspondence between you and Stake Casino directly to my email? You can reach me at attila.g@casino.guru.

Thank you in advance for your reply.

i have attached the deposit receipt and sent you email of correspondence between me and stake casino

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Forginggold57,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Could you please let us know what exact data was matching on both account registrations and vice-versa?

I would also like to invite the Stake Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user able to create and verify his identity on another account, even though he was previously excluded? Was this a technical issue or are there any other factors in play?

Thank you in advance for providing us with your view of the issue.

Dear Martin,

We have sent an email directly to you regarding this matter.

Kind regards,

Dear Forginggold57,

thank you for your patience. After carefully reviewing the complaint and the detailed evidence provided by the casino, we have concluded that we are unable to support your refund request.

The evidence provided clearly indicates deliberate manipulation of account and identity details intended to circumvent the casino’s restrictions and support a refund claim. Under these circumstances, we cannot conclude that the casino failed to enforce your self-exclusion. Rather, the available evidence indicates that its systems were intentionally circumvented through the use of multiple accounts and differing personal information and documentation.

For this reason, I will now have to close this complaint. If you experience any new issues in the future or have another case you would like us to review, please feel free to submit a new complaint. We will be happy to assist.

Kind regards

Martin