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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 Curaçao 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 26 Nov 2022) and was able to deposit a significant amount of money over the course of just under 3 months. In total, my deposits minus withdrawals are over 3,360 USDT, and my bets are over 25,174 USDT.

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

Querido señor, señora

Le escribo con el fin de presentar una queja contra Stake Casino (Stake.com).

Los motivos de mi queja son que los procesos de Diligencia Debida del Cliente (CDD), Conozca a su Cliente (KYC) y Anti Lavado de Dinero (AML) de Stake son insuficientes y violan los requisitos de licencia y la ley de curacao, específicamente el NOIS (Adjunto) y regulaciones especificadas por la Junta de Control de Juegos de Curazao. Con los procesos insuficientes implementados, pude crear una nueva cuenta a pesar de que estoy autoexcluido permanentemente con Stake (desde el 26 de noviembre de 2022) y pude depositar una importante cantidad de dinero en el transcurso de poco menos de 3 meses. En total, mis depósitos menos los retiros superaron los 3.360 USDT, y mis apuestas superan los 25.174 USDT.

RESOLUCION PROPUESTA:

Estoy buscando como solucion el reembolso total de mis depositos, quedando de esta manera en la misma posicion que he estado antes, debido a que la participación no pudo recopilar la información CDD, KYC y AML relevante requerida que habría evitado que un usuario autoexcluido creara una cuenta adicional y depositara esta cantidad de dinero. Todas mis evidencias estan adjuntadas

Dear nicob7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

Lastly, could you please confirm that you used the same credentials o open your new account? Which part of your information was different from the one that you used with your first account?

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

Best regards,

Petronela

Hello, I just forwarded you the emails where I asked for the Self-exclusion. Also, I sent you a screenshot where you can see that a message appears when I want to enter my first account, which says that I cannot enter because I am self-excluded.

the self-exclusion I requested was permanent, I don't remember giving a reason why I self-excluded.

Regarding the credentials, I used exactly the same ones in all the fields that were requested, there was no different data. Unfortunately I have no way to verify it, since I am disabled to log in

Hola, acabo de reenviarte los correos donde pedí por la Autoexclusion. Además, te envié una captura de pantalla donde se puede ver que aparece un mensaje cuando quiero entrar a mi primera cuenta, el cual dice que no puedo entrar porque estoy autoexcluido.

la Autoexclusion que pedí fue permanente, no recuerdo haber dado un motivo por el cual me autoexclui.

En cuanto a las credenciales, usé exactamente las mismas en todos los campos que me pedían, no hubo ningún dato diferente. Lamentablemente no tengo forma de verificarlo, ya que estoy inhabilitado para iniciar sesión

Thank you, nicob7, for the forwarded emails. So the only difference in the submitted data between your first and second account was your email address, is that correct? Have you previously submitted any personal documents to complete the KYC verification with your first account?

Exactly, that's the only difference. I never sent any personal documents because they never asked me for it, nor is it necessary to be able to play.

Exacto, esa es la única diferencia. Nunca envié ningún documento personal porque nunca me lo pidieron, ni tampoco es necesario para poder jugar.

Could you please advise if you completed your player's info in your first and second accounts correctly?

Hello, as I told you before, in the first account I can't log in, it won't let me. However, I am attaching a screenshot of the second account's player information. This information matches that of the first account.

Hola, como te dije anteriormente , en la primera cuenta no puedo iniciar sesión, no me deja. Sin embargo, te adjunto una captura de pantalla de la información de jugador de la segunda cuenta. Esta información coincide con la de la primera cuenta.

Thank you very much, nicob7, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you very much, I await Jozef's response

Muchas gracias, espero la respuesta de Jozef

I leave a summary of what happened to me, because I may not have expressed myself well

1. On September 26, 2022, I requested self-exclusion from my first account, since gambling had become an addiction for me and I decided to end it. I had lost 1000 USDT, so I chose the option to permanently self-exclude.
2. Almost a week later, I was able to create a new account with the same details of my previously self-excluded account and was able to gamble again and lose money again, this time almost 1700 USDT.
3. On November 30, 2022 I was able to create another account with the same data as the self-excluded account, it let me bet again, and I lost around 3600 USDT.

In my opinion, it seems that Stake does not care so much about the self-exclusion of the players and does not take the role of being a responsible casino, which is a shame, since it is a very recognized casino worldwide.

My proposed solution is the refund of all the deposits made by me in my last two accounts, obviously subtracting the balance withdrawals that I have made, which, according to the calculations, would be around 5300 USDT. In this way, I would only assume the losses of my first self-excluded account, since in that account I have nothing to complain about, because it was before I requested the self-exclusion.

It should also be clarified that I sent an email to Stake (support@stake.com) the previous Saturday from the email of my last created account, and I still did not get a response.

I hope this case can be resolved as quickly and cordially as possible, thank you very much. Greetings

Dejo un resumen de lo que me sucedio, porque puede que no me haya expresado bien

1. El 26 de septiembre de 2022 solicite la autoexclusion de mi primera cuenta, ya que apostar se habia vuelto una adiccion para mi y decidi acabar con eso. Habia perdido 1000 USDT, por lo que elegi la opcion de autoexcluirme permanentemente.
2. Casi una semana despues, pude crear una nueva cuenta con los mismos datos de mi cuenta anteriormente autoexcluida y pude volver a apostar y volver a perder dinero, esta vez casi 1700 USDT.
3. El 30 de noviembre de 2022 pude crear otra cuenta con los mismos datos de la cuenta autoexcluida, me dejo apostar nuevamente, y perdi alrededor de 3600 USDT.

En mi consideracion, parece que a Stake no le importa tanto la autoexclusion de los jugadores y no toma el papel de ser un casino responsable, lo cual es una lastima, ya que es un casino muy reconocido a nivel mundial.

Mi solucion propuesta es el reembolso de todos los depositos efectuados por mi en mis dos ultimas cuentas, obviamente restando los retiros de saldo que yo he realizado, lo cual, segun los calculos, serian alrededor de 5300 USDT. De esta manera, yo solo asumiria las perdidas de mi primera cuenta autoexcluida, ya que en esa cuenta no tengo nada por lo cual quejarme, porque fue antes de que solicite la autoexclusion.

Cabe aclarar tambien que le envie un mail a Stake (support@stake.com) el sabado anterior desde el correo de mi ultima cuenta creada, y aun no obtuve respuesta.

Espero que este caso se pueda resolver lo mas rapido y cordial posible, muchas gracias. Saludos

Dear nicob7,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Jozef, great, thank you very much

Hola Jozef, genial, muchas gracias

I would appreciate Stake's quick response. I have sent emails to the support and complaints sector almost three weeks ago and I have not received a response yet.

So please Stake, take the case seriously and at least respond quickly, thanks

Apreciaría la rápida respuesta de Stake. He enviado mails Al sector de support y complaints hace casi tres semanas y no he obtenido respuesta aún.

Asi que por favor Stake, tomen seriedad en el caso y por lo menos respondan rapido, gracias

Dear Casino Guru,

We confirm that we have reached an agreement with the User directly and, as such, this issue is now resolved.

Kind regards,

Hi Casino Guru, As Stake said, the problem is now fixed. Although there is a part missing that was not fully resolved, I am contacting myself by complaints@stake.com and they have not responded yet

Hola Casino Guru, como dijo Stake, el problema ya está solucionado. Aunque falta una parte que no se llegó a solucionar del todo, me estoy contactando por complaints@stake.com y no me respondieron aún

Dear nicob7,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef