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Dear Casino Guru

I communicate the day of the date to file a new complaint against the casino Stake. Previously, I had a problem related to being able to deposit into a self-excluded account, but the problem was fixed thanks to Stake and the Casino Guru forum.

My problem now is that (before the last complaint filed) I was able to deposit into my account after having previously requested self-exclusion, since I had lost 1400 USDT and had decided to put a stop to it. According to my email, the self-exclusion was requested on September 26, 2022 and I established the self-exclusion period on September 27, 2022. I did not include this in the previous complaint, since I did not remember which account the deposits were linked to, but With the help of Stake, they told me that it was linked to the same account that I previously complained about.

I was in contact with Stake to sort out this refund as well, but first of all, they told me that there were no deposits after the date my self-exclusion was set (Sep 29, 2022), which was false, as I noticed in the withdrawal history of my binance account and the date was October 1, 2022, two days after my self-exclusion was established.

I explained this to them and they replied that on September 28, 2022, the 24-hour cooling-off period had already passed and I confirmed the permanent self-exclusion on October 1, 2022, which was not so consistent either. Then they added that on October 1, 2022 I made a withdrawal from my Stake account and therefore I was aware that the account was still open. My withdrawal was between 35 USDT, which was nothing compared to what I had deposited, and I withdrew it to at least "have some savings".

So, first of all, I think that the 24-hour cooling-off period was useless, because I wanted to permanently exclude myself right away, I didn't want to wait 24 hours, it seemed unnecessary to me, and even more so when it comes to an addiction, two hours can go by And I can continue wanting to bet for more than having lost everything.

My proposed solution is the refund of the deposit made, since I believe that, first of all, Stake lied saying that I had not deposited after September 29, 2022 (I attach evidence), and, furthermore, that the cooling-off period did not work for me. and, because of that, I was able to deposit almost 1700 USDT and lose it, I only withdrew 30 USDT.

I hope that Stake can take the case seriously and resolve it in the best possible way, as was the case with my last complaint.

I leave attached all my evidence, although it does not let me attach all of them due to the limit of links, any other information you need let me know.

Querido Casino Guru

Me comunico el dia de la fecha para presentar una nueva queja contra el casino Stake. Anteriormente, tuve un problema relacionado a que habia podido depositar en una cuenta autoexcluida, pero el problema se pudo solucionar gracias a Stake y al foro de Casino Guru.

Mi problema ahora es que (anteriormente a la ultima queja presentada) pude depositar en mi cuenta luego de haber solicitado la autoexclusion anteriormente, ya que habia perdido 1400 USDT y habia decidido ponerle un freno. Segun mi correo electronico, la autoexclusion la solicite el 26 de septiembre de 2022 y estableci el periodo de autoexclusion el 27 de septiembre de 2022. Esto no lo inclui en la queja anterior, ya que no recordaba a que cuenta estaban vinculados los depositos, pero con ayuda de Stake, me dijeron que estaba vinculada a la misma cuenta de la cual realice la queja anteriormente.

Estuve en contacto con Stake para solucionar este reembolso tambien, pero, en primer lugar, me dijeron que no existian depositos luego de la fecha en que se establecio mi autoexclusion (29 de septiembre de 2022), lo cual era falso, ya que me fije en el historial de retiros de mi cuneta de binance y la fecha era el 1 de octubre de 2022, dos dias despues de que se establezca mi autoexlusion.

Yo les explique esto y me respondieron que el dia 28 de septiembre de 2022, el periodo de enfriamiento de 24 horas ya habia pasado y confirme la autoexclusion permanente el 1 de octubre de 2022, lo cual no era tan coherente tampoco. Luego, agregaron que el 1 de octubre de 2022 hice un retiro de mi cuenta de Stake y que, por lo tanto, yo era consciente de que la cuenta seguia abierta. El retiro mio fue de entre 35 USDT, lo cual no era nada comparado a lo que habia depositado, y lo retire para por lo menos "tener algo de ahorro".

Entonces, en primer lugar yo pienso que el periodo de enfriamiento de 24 horas no sirvio, porque yo queria autoexcluirme permanentemente enseguida, no queria esperar 24 horas, me parecia innecesario, y mas aun cuando se trata de una adiccion, que pueden pasar dos horas y puedo seguir teniendo ganas de apostar por mas de haber perdido todo.

Mi solucion propuesta es el reembolso del deposito realizado, ya que creo que, en primer lugar, Stake mintio diciendo que no habia depositado luego del 29 de septiembre de 2022 (adjunto evidencia), y, ademas, que no me sirvio el periodo de enfriamiento y, por culpa de eso, pude depositar casi 1700 USDT y perderlos, solamente retire 30 USDT.

Espero que Stake pueda tomar con seriedad el caso y resolverlo de la mejor manera posible, como sucedio con mi ultima queja.

Dejo adjuntado todas mis evidencias, aunque no me deja adjuntar todas por el limite de enlaces, cualquier otra informacion que necesites hagamelo saber.

Hello nicob7,

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.

Did you have only 1 account at Stake Casino? How could you even deposit if your account was already self excluded?

Please understand that every casino has it's own procedure and unless the overall self exclusion did not exceed 3 days, the casino is not responsible for any deposits you made and is not obligate to refund anything.

Looking forward to your answer.

Regards,

Nick

At that time I had only one account.

I think I was able to deposit because the self-exclusion process had not yet been completed.

The first self-exclusion requested by me was on September 26, 2022, and the deposit was on October 1, 2022, so more than 3 days had already passed.

En ese momento tenía una sola cuenta.

Yo pienso que pude depositar porque todavía no se había terminado de procesar la autoexclusion.

La primera autoexclusion solicitada por mi fue el 26 de septiembre de 2022, y el depósito fue el 1 de octubre de 2022, por lo que ya habían pasado más de 3 dias

Hello nicob7,

Can you please forward the e-mail you sent to the casino as a request to self-exclude your account to nikolas.b@casino.guru?

Hi Nick, I just sent it to you.

Hola Nick, acabo de enviartelo.

Hello nicob7,

How exactly did you request for the self-exclusion? Did you finish the process by clicking on both of the links? Did you receive any kind of final verdict from the casino regarding the exclusion?

Hi nick, yes, the Self-exclusion was given as understood, since it wouldn't let me log in either. Also, as I told you before, I already made a complaint on the forum and they implied that the Self-exclusion was registered successfully.

Hola nick, si, la Autoexclusion fue dada como entendida, ya que no me dejaba iniciar sesión tampoco. Además, como ya te dije anteriormente, ya hice una queja en el foro y dieron a entender que la Autoexclusion fue registrada exitosamente.

Thank you nicob7 for all the information provided. 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

Great thanks Nick

Genial, gracias Nick

Hi nicob7,

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

Hello Jozef, perfect, thank you

Hola Jozef, perfecto, gracias

Dear Casino Guru,

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

Best,

Hello Jozef, do you have any news about the case? Any other information you need let me know

Hola Jozef, tienes alguna novedad sobre el caso? Cualquier otra información que necesites házmelo saber

Hello nicob7,

thank you very much for your patience. Are you aware of accepting the Settlement Agreement? Please, could you tell me more about this?

As I told you before, I accepted the conciliation agreement for the problem I had before. I don't know that you have spoken with stake by mail, but they did not communicate with me anymore.

Como te dije anteriormente, el acuerdo de conciliación lo acepté para el problema que tuve antes. No se que habrás hablado con stake por mail, pero ellos no se comunicaron mas conmigo.

Sorry Jozef, I'm very confused, what do you mean with your question? You mean if I agree to sign the settlement agreement in exchange for my money back? In that case my answer would be yes.

Perdón Jozef, estoy muy confundido, a qué te refieres con tu pregunta? Quieres decir que si estoy de acuerdo en firmar el acuerdo de conciliación a cambio de que me reembolsen mi dinero? En ese caso mi respuesta sería que si

Hi nicob7,

the casino team informed me that you already agreed to the settlement agreement, where you confirmed that this issue was resolved and should not be disputed. Please, could you confirm or should I require the evidence? Be aware that if you already agreed to the settlement it should not be disputed, and I can maximally recommend contacting their licensing authority.

Hi Jozef, the settlement agreement was for another refund issue I had. Before reaching the agreement I let them know numerous times that I had another account (which should be reimbursed) but I told them that we would take care of that later, since I did not remember which account it belonged to, I only had the deposit address. After signing the above agreement, I was still in contact with stake and they helped me locate the account thanks to the deposit address. It turns out that it corresponded to the same account for which we had signed the conciliation agreement, but before signing that agreement I let them know that I had an account with my same data, nothing more than I told them that we would take care of that account later, since that I was very concerned that the refund will be credited to me

Hola Jozef, el acuerdo de conciliación fue por otro problema de reembolso que tuve. Antes de llegar al acuerdo les hice saber numerosas veces que tenía otra cuenta (la cual debería ser reembolsada) pero les dije que de eso nos encargaríamos luego, ya que no recordaba a cual cuenta pertenecía, solo tenía la address de depósito. Luego de firmar el acuerdo anterior, seguí estando en contacto con stake y me ayudaron a localizar la cuenta gracias a la address de depósito. Resulta que correspondía a la misma cuenta a la cual habíamos firmado el acuerdo de conciliación, pero yo antes de firmar ese acuerdo les hice saber que tenía una cuenta con mis mismos datos, nada más que les dije que de esa cuenta nos encargaríamos luego, ya que estaba muy preocupado en que se me acredite el reembolso

Hi Nicob7,

based on the clauses found in the agreement, the best solution for you is to settle this with the casino team directly. I can confirm that settlement includes the latest issue discussed.

I kindly ask both sides to open a discussion one last time and provide us with the outcome of it.

Dear Jozef,

We have proceeded to send you an email on this topic.

Kind regards,

Dear nicob7,

I believe you are already aware of it, but according to the document you are not entitled to receive further refund. Is there anything else I can help you with?

Dear nicob7,

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.

Hello Jozef, I clarified several times that I had another refund, I just never found out that it corresponded to the same account. Before signing the contract, I made it clear to them that the refund should be around 5000 USDT (including the refund that I didn't know was from the other account). Once the contract was signed, I asked them if they could help me with the refund from the other account (I repeat, I didn't know that it corresponded to the same account), to which they never replied that they couldn't because I had already signed the contract They always gave me different answers.

Hola Jozef, yo les aclaré varias veces que tenía otro reembolso, solo que nunca supe que correspondía a la misma cuenta. Antes de firmar el contrato, les aclaré que el reembolso debía ser de alrededor 5000 USDT (incluyendo el reembolso que no sabía que correspondía a la otra cuenta). Una vez firmado el contrato, les dije si por favor me podían ayudar con el reembolso de la otra cuenta (repito, yo no sabía que correspondía a la misma cuenta), a lo que nunca me respondieron que no podía porque ya había firmado el contrato, siempre me dieron respuestas distintas

Dear nicob7,

I am very sorry about the situation. I understand that you may have missed it but since you already confirmed the agreement that included this account I believe you are not entitled to further refund. 

You have every right not to agree with my decision. 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.

Regretably, I am forced to close this case as 'rejected'.

Best regards, Jozef

jozef.k@casino.guru

Yes, I am going to file an official complaint with the casino's licensing authority. I will contact you by email, thank you

Si, voy a presentar una queja oficial ante la autoridad de licencias del casino. Me contactaré contigo por correo electrónico, gracias