Is Casino Guru treating all complaint fairly

vieiramarcantoine

Novato avanzado

Noruega

hace 9 meses

OriginalTraducción

Hello,

The Casino Guru rejected my complaint against Stake.

I provided evidence that I used to have another account with Stake, which was closed due to gambling addiction.

Additionally, I pointed out that my new account did not undergo any AML or KYC checks, allowing me to deposit more than 50k and withdraw 11k.

Casino Guru requested an email sent to Stake to notify them of my intention to close my account.

I find this unnecessary, considering all steps are completed online, and confirmation emails were provided to them.

I've observed other complaints where this was not required. The agent did not want to explore the issue further when I explained, despite the option to verify the details.

How is it that Casino Guru fails to follow and respect AML and KYC protocols, which were also violated in the case of my previous closed account?

I find it abnormal that an Alternative Dispute Resolution (ADR) entity ignores the website's processes and overlooks the fact that I have a closed account.

Moreover, Stake did not conduct the necessary KYC and AML procedures, potentially resulting making me deposit more and more money.

This situation is deeply concerning, and I would appreciate hearing testimonies from others who have had complaints with Casino Guru.

Radka

vieiramarcantoine

Social Media & Community Specialist

vieiramarcantoine

hace 9 meses

OriginalTraducción

To help others access your complaint, I'm adding the direct link 👈

I bet the closing resume might also be interesting:

"Please understand that you cannot compare your case to other cases without having complete evidence. They may look similar at first, the topic might be the same, however the evidence provided by players (which, by the way, is not available to anyone but casino.guru employees) is the most important piece of the puzzle that changes how we approach each case.

Players from each of the mentioned complaints provided emails in which they requested self-exclusion and stated that they wanted to close their accounts due to gambling addiction. I apologize, but you haven't provided such evidence despite me requesting it multiple times. Without this evidence we cannot request a deposit refund. If you disagree with our decision, you can always contact the licensing authority as they have more tools and options to help players.

Since it seems that your second account has been closed as well, there is nothing we can do. I can only recommend that if you want to request self-exclusion from any casino in future, please use the instructions I posted earlier in this thread. Keep in mind to always mention gambling problem as reason for self-exclusion and do not forget to save the email.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

"

I'm sorry.

vieiramarcantoine

Novato avanzado

Noruega

Radka

hace 9 meses

OriginalTraducción

To help others access your complaint, I'm adding the direct link 👈

I bet the closing resume might also be interesting:

"Please understand that you cannot compare your case to other cases without having complete evidence. They may look similar at first, the topic might be the same, however the evidence provided by players (which, by the way, is not available to anyone but casino.guru employees) is the most important piece of the puzzle that changes how we approach each case.

Players from each of the mentioned complaints provided emails in which they requested self-exclusion and stated that they wanted to close their accounts due to gambling addiction. I apologize, but you haven't provided such evidence despite me requesting it multiple times. Without this evidence we cannot request a deposit refund. If you disagree with our decision, you can always contact the licensing authority as they have more tools and options to help players.

Since it seems that your second account has been closed as well, there is nothing we can do. I can only recommend that if you want to request self-exclusion from any casino in future, please use the instructions I posted earlier in this thread. Keep in mind to always mention gambling problem as reason for self-exclusion and do not forget to save the email.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

"

I'm sorry.

hace 9 meses

OriginalTraducción

The issue is that the process in online for Stake, you don't request by email but on the chat and then got to do a 24 hours cold account and then you have to confirmed after this delay if you want to be exclude or not...

I think its pretty clear that its done this way.

Also this doesn't explain how Casino Guru is not doing the complaint because the casino didn't do the KYC and AML verification in my second account... Can you explain please ?

Thanks

Radka

vieiramarcantoine

Social Media & Community Specialist

vieiramarcantoine

hace 9 meses

OriginalTraducción

You know, that's why Kristina suggested a better approach next time.

"Since it seems that your second account has been closed as well, there is nothing we can do. I can only recommend that if you want to request self-exclusion from any casino in future, please use the instructions I posted earlier in this thread. Keep in mind to always mention gambling problem as reason for self-exclusion and do not forget to save the email."

I'm not precisely sure what you seek to explain. If you can't prove to us that gambling addiction was the reason stated for the account closure, we have no leverage against the casino.

It has been mentioned. Feel free to correct this part: "Since it seems that your second account has been closed as well, there is nothing we can do"

Well, what is the matter, please?

Is Casino Guru treating all complaint fairly

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