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In less than 15 days, I lost approximately 10,000,000 CLP, representing my entire life savings. These losses occurred very quickly, reflecting a clear pattern of compulsive behavior.

Despite the magnitude of the losses, Stake did not trigger alerts, automatic limits, or interventions, even though these player protection tools are available on the platform.

I contacted Stake support, but they replied that refunds are not possible due to their internal policy. Given this response, I have formally escalated the case to the ADR Curaçao mediation system, where it is already registered.

I have attached evidence of:

Deposit and betting history

Stake-supported communications

Screenshot of the ADR form confirmation

I request that Stake review my case and consider a fair resolution, given the serious financial and personal impact these losses have caused.

Durante menos de 15 días, perdí aproximadamente 10.000.000 CLP, que representan la totalidad de mis ahorros de vida. Estas pérdidas ocurrieron muy rápido, reflejando un patrón claro de comportamiento compulsivo.

A pesar de la magnitud de las pérdidas, Stake no activó alertas, límites automáticos ni intervenciones, aunque estas herramientas de protección al jugador están disponibles en la plataforma.

Contacté al soporte de Stake, pero me respondieron que no hay devolución posible por su política interna. Ante esta respuesta, he escalado formalmente el caso al sistema de mediación ADR Curaçao, donde ya está registrado.

Adjunto evidencia de:

Historial de depósitos y apuestas

Comunicaciones con soporte de Stake

Captura de pantalla de la confirmación del formulario ADR

Solicito que Stake revise mi caso y considere una resolución justa, dado el impacto financiero y personal grave que estas pérdidas han causado.

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion due to gambling problems via support by sending an email to support@stake.com, and at the same time, include me in the copy of the email to tomas@casino.guru

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 Stake 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."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear carol199624,

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