Stake Casino - Samoisključivanje igrača nije uspjelo.

I have account to Stake.com. Username: freshyy22. It has an active exclusion from gambling, because I am a gambling addict. I was still able to deposit with anoter account (username: freshy22) and play on Stake.com even when I had active gambling ban to there. I sent them message that i was still able to deposit and play as an gambling addict with active cooldown on their site. I will post photos of the conversation to this document. Will be looking for your help.

Hello Freshyy ,

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 when exactly did you self exclude your first account? Did the casino ever confirm that your account is closed? Can you please forward the initial request to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick and thank you for giving your helping hand for me. To start with, yes I locked my first account on Stake.com 16.9.2021 for 1 year exclusion starting that date. I still have the emails of setting up the exclusion and I will send them to that email you asked to. And yes Stake.com confirmed that my account has been set for 1 year cooldown period to not let me place any kind of gambling actions in their site till 16.9.2022. Last time i spoke with the casino were yesterday. When i chatted them about the problem that im a gambling addict with an active exclusion to bet in their organisation Stake.com. And how was it ehen possible that i were able to deposit via Moonpay (their co ooperation firm for deposits) and gamble on another account while in active cooldown. Even the deposit was made with same Moonpay account i used to use in the account i had set the 1 year exclusion to Stake.com. Will be looking forward for your reply and thanks again. I will send the emails of confirming my Stake.com 1 year exclusion. Let me know if you want other documents too like from the yesterday conversation with Stake.com etc.

Hello Freshyy,

Can you please forward all the e-mails and proof to nikolas.b@casino.guru?

Hello and sorry, i sent all the proof instantly when You first messaged me but apparently i wrote your email wrong so you never received those proofs, sorry once again for that. I now sent you documents of the active cooldown email confirmation, active cooldown when trying to log in and proof of the deposit confirmation. I can send you more documents and proof if you need, i have documents of the conversation with Stake.com i had with them etc. How can they let me make and play with another account while im on active cooldown, when the deposit was made with kyc proofed moonpay (their co operation firm for deposits) account and both accounts i had put the information of myself with real names etc. And how did they fail do to all the KYC etc checkings for me. Gambling addict with 1 year cooldown shouldnt be able to play in a active cooldown. They failed to do any preventing to exclude me from gambling on their site, even when I had an active exclusion ban from gambling in Stake.com casino and gambling site.

Hello Freshyy,

Thank you for the provided e-mails. Is there any mail or screenshot confirming the 1 year self-exclusion? All I could find in the ones you have already sent is that you had a 1 day cooling off period. Please forward it to the same e-mail.

Hello Nick. In Stake.com you first get 24 hour exclusion and email confirming it and the next day you get email confirming it with link to set exclusion period, which takes you to the Stake.com to your account where you have to pick 1 day, month, 3 months etc.. exclusion time. I picked 1 Year since the day it shows in the screenshots on the email i sent you. The one too which says im unable to log in because of active exclusion when tried to log in to account

Hello Freshyy,

So no other e-mail or message came after you selected the 1 year exclusion?

First I selected 24h exclusion in Stake.com website, after 24 hours I got the confirmation email that its ending and please set your self-exclusion cooldown time. Pressed the link which leads to stake.com on my account settings where i could choose 1 year exclusion which took place on 6.10.2021

Thank you  Freshyy for the clarification. 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

Hi Freshyy,

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 very much Jozef, Lets hope they response soon

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’.

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 Freshyy,

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.

Dear Sir,

Stake hereby presents its formal response to your complaint.

After assessing the accounts freshyy22 and freshy22 we have concluded that you have never mentioned gambling addiction till the present date and that the reason why your accounts were closed was due to a breach of Stake terms of service through the opening of multiple accounts.

On the 27th of July 2019 you opened your Stake account Freshyy22 and have played on the same without ever self-excluding yourself or contacting Stake to inform that you were gambling addicted.

On the 25th of February 2021 you opened a second account at www.stake.com with the username freshy22. As soon as we detected that this account was yours, we blocked the same due to a breach of the Terms of Service (Clause 3 & 5).

Accordingly, your accounts were never closed due to gambling addiction, but due to a breach of the terms of service. Furthermore, only when you filed the present complaint did you mention that you had a gambling addiction. To this date, you have never mentioned the same or tried to self-exclude yourself.

Attending to the above, it is our understanding that you are not entitled to any reimbursement since your breached our terms of service and willingly registered and lied on registration by declaring that you did not have gambling issues.

Best,

Stake

Dear Freshyy,

please, could you confirm the casino statement? Is it true that you have never informed them about your gambling addiction?

Dear Freshyy,

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.