Stake Casino - La cuenta del jugador está cerrada debido a autoexclusión.

I am very addicted, I asked all casinos to block me on 11.09.2024 from playing because of a gambling problem. Stake casino was also on the list. Stake casino confirmed my block on 11.09.2024, but I managed to play on 19.01.2025

stake won't refund my deposits based on their terms and conditions that I lost the money. What if I had won? They would have voided my winnings because I should have been banned for gambling problems

Olen pahasti riippuvainen, pyysin kaikkia kasinoita estämään minut 11.09.2024 pelaamasta peliongelman takia. Listassa oli myös stake kasino. Stake kasino vahvisti estoni 11.09.2024 siitä huolimatta onnistuin pelaamaan 19.01.2025

stake ei hyvitä talletuksiani perustellen heidän käyttöehtoihinne että hävisin rahat. Entä jos olisin voittanut? He olisivat mitätöineet voittoni koska minun kuuluisi olla suljettu peliongelman takia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Make2002,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stake Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

My account is blocked.

I last played on 19.01.2025

I sent you the entire conversation I had with Stake and the blocking requests via email.

Tilini on estetty

viimeksi sain pelata 19.01.2025

lähetin sinulle koko keskustelun jonka kävin staken kanssa sekä sulkupyynnöt sähköpostilla.

Dear Make2002,

thank you for your message and email.

Do you have an access to your deposit history at this casino, please?

If so, could you please forward it to my email katarina.d@casino.guru?

Looking forward to your reply,

Katarina

Sent

Lähetetty

Thank you very much, Make2002, for your cooperation. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Make2002,

I am so sorry to hear about your problem with the Stake Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Stake Casino representative to join this conversation and participate in resolving this complaint.

Dear Stake Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Igor,

We have already sent you an email containing all relevant information and supporting details regarding this case.

If you need any further clarification or additional documents, please feel free to reach out. We are at your disposal for any further assistance you may require.

Kind regards,

Dear Stake Casino,

Thank you for your excellent work and for all the information provided in the email I received.

Dear Make2002,

According to Stake Casino, it appears that you used multiple email addresses and accounts.

Here is a summary:

• In September 2024, you requested self-exclusion using an email ending with @mail.ru for an account registered with @icloud.com.
• The account created with the @icloud.com address was restricted that same month.
• Important note: there was no KYC verification or even email verification completed for this account.
• A completely new account using an email ending with @gmail.com was created on 20th January 2025 and KYC was successfully completed.
• Since no KYC was completed before opening the @gmail.com account, the casino had no way of knowing about your previous self-exclusion request.

Could you please verify whether these details are correct by checking your email accounts?

Also, feel free to share any additional relevant information.

Thank you.

Dear Make2002,

According to Stake Casino, no KYC verification was completed for your account registered with the @icloud.com address, which was banned in September.

If this is correct, Stake Casino wouldn’t have been able to link your @gmail.com account to the previous one.

Could you please confirm whether you completed KYC verification for your @icloud.com account?

I don't understand why this doesn't matter because the gmail.com account was opened after the icloud.com account.

I have provided my full personal information with which the blocking should occur.

En ymmärrä tällä ei ole merkitystä, koska gmail.com tili avattiin icloud.com tilin jälkeen.

Olen antanut täydet henkilötietoni joilla eston pitäisi tapahtua.

Dear Make2002,

The casinos mostly check and compare the information that is verified, for example, by a completed KYC.

In scenarios like this, basically anyone could request self-exclusion for anyone else, including for different malicious reasons.

Your @icloud.com account was closed, and because there was no game or deposit activity, so no further KYC was required.

Even though in the email you wrote your name and other personal information, there wasn't a way to verify if the request was genuinely made by you.

So, for your @icloud.com account, you only provided your personal information via email, is that correct?

Dear Make2002,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru