Stake Casino - El jugador logró abrir una nueva cuenta después de que la anterior se cerrara de forma permanente.

Hi all,

I am writing to you today to file a complaint against Stake Casino (Stake.com with mirror sites). Stake is a crypto currency casino which holds an Antillephone Curacao Gaming license (8048/JAZ), and payment company is Medium Rare Ltd in Cyprus, and the company staff and director are in Australia : Easygo

I'm filing a complaint today, because the support and compliance team never replied to any of my email.

I tried to reach an agreement but nothing.

I don't know if a complaint can resolve my problem, but at least It can help some people with same issue, make awareness about casinos like them taking advantage of people.

So ...

My Problems with them:

• The lake of KYC and process make me able to create an account with exactly same informations and to validate my profile with my passport. (Same name, address,...)
• Customer Due Diligence (CDD), Know Your Customer (KYC) and Anti Money Laundering (AML) processes are insufficient and in breach of the license requirements and curacao law
• One of my account was closed for addiction.
• I was able to create a new one, deposit, play and loose more than 45k
• Account verifier level
• I've said to the customer service that I lost a lot of money and to have a limit set, and he wouldn't and didn't even bring about the self-exclusion.
• Only talk about the weekly and monthly to get me more addictive
• Deposit a lot in short time and don't get any alert, contact or else
• I tried to self exclude after a numerous number of deposits and couldn't because of a technical issue in stake in french language (Im french with to french IP) (I can post the video I've made about this issue.)

• They only banned my account when I deposit a negative review on Trustpilot and never get any reply about it
• I was able to create a new account with all same personal data.
• They accept french player even with the fact they received a legal notice to stop that

I would like to warn all people about the danger of gambling on this casino:

You cannot set a limit.

• They will influence you to deposit more to get more privilege: level bonus, weekly, monthly, pre monthly... in order to get you addicted
• They are using streamers for all country, including some from restricted country.
• They don't take complaints, demand and any concerns of players seriously.

I hope you can bring some light to this matter, that destroyed my life and for sure of a lot of peoples.

P.S : I'm on gamstop, ANJ restricted player list, and also permanent exclude from the same licence provider, and I'm willing to follow legal process against them

I wanted to add more file, but is restricted to send more by casino guru

Dear Hello92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you requested your previous account to be simply closed permanently, or you’ve self-excluded yourself due to a gambling addiction? I have seen a forwarded screenshot but could you please forward the original email request that you sent to the casino to petronela.k@casino.guru?

Could you please affirm that you’ve used the same credentials to open your new account as with the old one?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, The demand was made on their website.

Yes I've opened with success an account, and also was able to deposit 45k.

And everything about me match, I didn't switch or change anything, and I used the same passport for verification.

When I tried to self exclude with my other account it wasn't possible due to a technical issue : link of the video : https://streamable.com/u09r8t

Can you tell me how to post with my personnal data not being post please ?

Thanks

Thank you, Hello92, for your reply. Is there any relevant communication between you and the Stake Casino? The screenshot that you sent me is an email from Evolve Casino. Could you please forward all the relevant communication and supporting evidence to petronela.k@casino.guru?

Dear Hello92,

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 rejecting 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.

The player can reopen this complaint anytime.