Hello,

I've been trying to close my account or request a self-exclusion for a week now, citing a gambling problem.

Unfortunately, the casino hasn't responded to my request. I was asked to contact my VIP, which I did via email. Unfortunately, I haven't received a response since.

Hallo,

ich versuche seit einer Woche mein Konto zu schliessen bzw. einen Selbstausschuss zu beantragen, mit der Begründung, dass ich ein Spielproblem habe.

Leider geht das Casino nicht auf meine Anfrage ein. Ich sollte meinen VIP kontaktieren, dies habe ich per Email gemacht. Leider seitdem keine Antwort mehr erhalten.

Dear Apostolos1313,

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

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

• Have you tried contacting live chat 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 [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Stakes Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas

I contacted the live chat several times without success. I sent a new request and copied it. My last deposit was over a year ago because I set a daily limit of €5.

Den Live Chat habe ich mehrmals ohne Erfolg kontaktiert. Ich habe eine neue Anfrage geschickt und Sie in Kopie genommen. Meine letzte Einzahlung ist über ein Jahr her, da ich ein t?gliches Limit von 5€ festgelegt habe.

Dear Apostolos1313,

Has the casino closed your account or replied to your request after May 31st?

Please let me know.

Hello, unfortunately the casino has still not responded to my request!

Hallo, leider hat das Casino weiterhin nicht auf meine Anfrage reagiert!

Thank you very much, Apostolos1313, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]), 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.

Hello Apostolos1313, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. While waiting for the casino to reply, I would like to ask you to send an e-mail to [email protected] with my e-mail ([email protected]) in the CC, with the following text:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Stakes Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

I’d like to invite a representative of Stakes Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with the account closure and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.