Stake Casino - Se ha ampliado la penalización de moderación del jugador.

Hello, 

My Stake account (username: r*****) received a 6-month moderation penalty, which I fully completed. However, when I reached out to the support team for its removal, my responses were misunderstood due to my limited English. As a result, they wrongly assumed I needed to restart the penalty period and extended it by another 6 months.

This is extremely unfair. I did not break any new rules — there was only a communication issue because of my language limitations. I have already waited the original 6 months and should not be penalized again for something that was not my fault.

Moreover, despite my repeated inquiries, the support team has not provided any response for over 10 days, which only adds to my frustration. The lack of communication and resolution is unacceptable.

I respectfully ask Casino Guru to help me resolve this issue and have the moderation penalty removed or reviewed properly.

Thank you in advance.

Dear reiwen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play, other questionable activities, or player behavior in connection with responsible gambling concerns, or for no reason at all.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help.

Thank you in advance for your reply and understanding.

Best regards,

Dominika

Dear reiwen,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.