Dear Mr / Mrs

I am writing to file a complaint against Stake Casino (Stake.com).

The reasons for my complaint are that Stake's Customer Due Diligence (CDD), Know Your Customer (KYC) and Anti-Money Laundering (AML) processes are insufficient and violate licensing requirements and curacao law, specifically the NOIS (Attached) and regulations specified by the Cura?ao Gaming Control Board. With the insufficient processes in place, I was able to create a new account even though I am permanently self-excluded from Staking (since October 2021) and was able to deposit a significant amount of money over the course of just under 2 months. In total, my deposits minus withdrawals are over 3,000 USDT, and my bets are over 16,000 USDT.

My old account which is self excluded is: assuremgmt

This account is permanently banned for self exclusion.

PROPOSED RESOLUTION:

I am looking to work out a full refund of my deposits, thus leaving myself in the same position I have been in before, due to the fact that participation was unable to collect the relevant CDD, KYC and AML information required which would have prevented a self-excluded user from creating a additional account and deposit this amount of money. All my evidences are attached

Dear assuresocials,

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 for a certain period of time, or you’ve self-excluded yourself permanently due to a gambling addiction? Was your first account successfully verified in the past? Have you used the same credentials and personal information to create your new account?

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

I put self-exclude permanently u cant close your account on stake. They only disable it. Im very addicted thats why i requested for it in the first place.

Yes the accounts is ID verified, level 2 verification. Yes i used the same credentials to sign up for the second account and they didnt ask for KYC whatsoever.

Also i have the same IP registration for both accounts. I never used VPN for stake.

Hello any update?

However, as per the screenshot provided, your self-exclusion period concluded after 125 days from 15/10/2021.

It didnt end, my account is permanently blocked by Stake, they have their policy after that amount of days passed, they permanently block the account and therefore im permanently self-excluded from Stake.

The account that is self-excluded permanently i cant even open it : assuremgmt

Here's a screenshot from the login page on the account that is self-excluded.

According to the forwarded screenshots dated October 2021, your self-exclusion would expire after 125 days. Are there any supporting evidence showing that your self-exclusion should be a permanent one?

When was the following screenshot taken, please?

Screenshot was taken at the day that was sent, also i can send a screen recording trying to login to the self-excluded account

Thank you very much, assuresocials, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear assuresocials,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

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.

Dear Casino Guru,

We refer to the above complaint.

We confirm that the User: "assuremgmt" requested a 6 month exclusion on 2021-08-19 (as seen in the email which they provided), however was permanently banned as soon as Stake became aware that this User had multiple accounts. An example being "noobasf" being the one listed in their profile and "michaelk3" in which the email "[email protected]" is registered with.

There are additional accounts which are related to this User which Stake is aware of and are subsequently banned, all with differing registration emails and verification information provided.

Due to the above and the subsequent breaches of our Terms of Service, our position is that the User is not entitled to any reimbursement.

Kind regards,

The only accounts i had is assuremgmt & michaelk3. Those Accounts are not connected to any account as Stake proclaims. And are the only 2 accounts i have used in the past. I am still self-excluded by the casino under my name and i managed to gamble in a new account under my name.

I would like to add that i can accept a partial refund.

For the other details Stake provided I'm unaware.

You can close this case as resolved thank you. I wont be able to respond anymore

Dear assuresocials,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards, Jozef

Dear assuresocials,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards, Jozef