Stake Casino - Spiller kræver refusion fra ulicenseret kasino.

Dear Casino Guru Team,

I am writing to share my experiences with Stake.com during the years 2022 to 2024. During this period, I have suffered substantial losses amounting to several thousand euros. It was only recently that I became aware that Stake.com does not have a license to operate in Germany, and therefore, I was not legally permitted to use their casino.

I've noticed that during my registration and verification process done via my ID, I wasn't informed of this restriction. It should be noted that only recently they've implemented a provision where users with German IPs can't create accounts, but at the time when I started playing on their site, this restriction wasn't in place. Moreover, there's no need for VPN or any trick to log into the site. Despite my German IP address, I was able to deposit money and play.

Moreover, I made several large deposits in succession, which should be viewed as an indication of possible addiction. However, the casino did not respond appropriately to this.

Given that the casino has clearly not complied with its own terms of use and failed to inform me about them, I am now requesting a refund of my losses, which amount to approximately €10,000.

Before I take any further legal steps, I would appreciate an accurate assessment of my situation from your side.

Thank you in advance for your response.

Sehr geehrtes Casino Guru Team,

ich wende mich an Sie bezüglich meiner Erfahrungen mit Stake.com in den Jahren 2022 bis 2024. In diesem Zeitraum habe ich beträchtliche Verluste in Höhe von mehreren tausend Euro erlitten. Erst kürzlich wurde mir bekannt, dass Stake.com keine Lizenz für Deutschland besitzt und die Nutzung des Casinos für mich somit untersagt ist.

Mir ist aufgefallen, dass ich während meiner Registrierung und Verifizierung durch meinen Ausweis nicht auf diese Einschränkung hingewiesen wurde. Anzumerken ist, dass man erst seit kurzem mit einer deutschen IP keine Accounts erstellen kann es aber zu dem Zeitpunkt als ich angefangen hatte auf dieser Seite zu spielen funktioniert hat, außerdem braucht man auch kein VPN oder irgendein Trick um sich einzuloggen in die Seite. Trotz meiner deutschen IP-Adresse war es mir möglich, Geld einzuzahlen und zu spielen.

Des Weiteren habe ich mehrmals große Geldbeträge hintereinander eingezahlt, was auf ein mögliches Suchtverhalten hinweisen sollte. Jedoch wurde darauf seitens des Casinos keine angemessene Reaktion gezeigt.

Da das Casino offensichtlich seine eigenen Nutzungsbedingungen nicht eingehalten hat und mich darüber nicht informiert hat, fordere ich hiermit eine Rückerstattung meiner Verluste in Höhe von ca. 10.000€.

Bevor ich weitere rechtliche Schritte einleite, bitte ich um eine genaue Einschätzung Ihrerseits zu meiner Situation.

Vielen Dank im Voraus für Ihre Rückmeldung.

Dear denso63477,

Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino.

If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos and utilizing available filters to find the most suitable casino for your needs.

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,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

The reason for my complaint is that Stakes Customer Due Diligence (CDD), Know Your Customer (KYC) and Anti-Money Laundering (AML) processes are inadequate and violate the licensing requirements and Curaçao law, in particular the NOIS and the regulations issued by the Curaçao Gaming Control Board.

I will briefly summarize my complaint:

Failure to complete required KYC, CDD and AML checks. Required by law and license.

Der Grund für meine Beschwerde ist, dass Stakes Kunden-Due-Diligence- (CDD), Know-Your-Customer- (KYC) und Anti-Geldwäsche-Prozesse (AML) unzureichend sind und gegen die Lizenzanforderungen und das Curaçao-Gesetz verstoßen, insbesondere gegen die NOIS und die Vorschriften, die von der Curaçao Gaming Control Board.

Ich fasse meine Beschwerde kurz zusammen:

Versäumnis, die erforderlichen KYC-, CDD- und AML-Prüfungen durchzuführen. Erforderlich durch Gesetz und Lizenz.

I was able to deposit and withdraw money as I wanted without proper verification, nobody cared. And I can still get into my account without any workarounds. I can also of course verify that the data I provided during level 1 verification is correct.

Ich konnte Geld ohne eine richtige Überprüfung Ein- und Auszahlen so wie ich es wollte, es hat niemanden interessiert. Und ich komme immer noch in mein Account rein ohne irgendeine Umgehung. Außerdem kann ich natürlich auch verifizieren dass die Daten die ich bei der Stufe 1 Verifizierung angegeben habe stimmmen.

Hi denso63477,

As previously mentioned, I regret to inform you that at Casino.Guru, we are unable to address complaints regarding licensing regulations and policies. While I empathize with your situation, unfortunately, we are not equipped to offer assistance in this regard. Our role primarily involves mediating disputes between players and online casinos, but we lack the authority to enforce legal regulations.

I genuinely wish I could provide more assistance. I apologize for being unable to resolve this case for you. Please feel free to reach out to us if you encounter any issues with other casinos in the future. Due to the reasons stated above, I must decline this complaint. Thank you for your understanding.

Petronela

Casino.Guru