Stake Casino - Los depósitos de los jugadores no se reembolsan después del problema de creación de la cuenta.

Hey!

I was sent an email to Stake support on October 2nd, 2023 and in the message I say that I have a gambling problem and I am not allowed to open a casino account their or their company sister casinos.

That e-mail what I was sent to support@stake.com contained all my personal information.

My email had my full name, country, city, address, date of birth and personal ID.

I was still able to create Stake accounts with the exact same information and on 01.07.2024 using my personal details inclued My ID.

Despite this, I have been able to play at Stake and make deposits of €306.4.

I have made a first deposit to Stake on 18.04.2025, even though this should not have been possible.

So I had made a Stake account in July 2024 and I made my first deposit on 18.04.2025 because I noticed that Stake casino was open for some reason and had not been closed. An gambling addict I then made several deposits to Stake for total €306.4.

All other casinos have prevented me from creating a account where I was sent that email where I tell I have Gambling problem, except Stake which let me create a account for their casino website with my own personal information.

I tried to settle the matter with Stake casino via email, but the only response was that they would not refund my deposits.

I hope you help me solve that problem cause Stake don't want.

Best regards. Niko

Dear Rolffin1,

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

Please note that online casinos might not be able to self-exclude you before you register an account there.

Also, please note that online casinos might not receive or act upon a mass email (email sent to a multitude of recipients)

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

• Have you informed the casino between creating an account and depositing about your gambling issues?
• After you noticed the casino didn't act on your self-exclusion request, have you contacted support via email or live chat regarding the issue?
• When did the casino block your account, and 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

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Rolffin1,

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,
Tomas
Casino.Guru