What Happened
A player from Estonia says they asked Stake for a permanent self-exclusion in 2020 because of a gambling addiction, but no block was put in place. They say live chat sent them to email, the email got no answer, and a VIP host gave them a small bonus instead, which they gambled away. The player asked for $10,000 to cover losses after the request plus damages.
How It Developed
- Complaint opened: the player says requests for a ban through live chat, email, Stake's CEO and two VIP hosts all led nowhere, and one host handed them a bonus of about $50.
- AskGamblers reopened the complaint at the player's request to try again for a settlement.
- Stake said self-exclusion now covers both its casino and sportsbook, though its terms don't say so. It said its staff showed the player the proper steps many times, but the player wouldn't follow them and instead tried to dodge the rules or get bonuses. Stake says it isn't liable.
- The player said Stake had confirmed an exclusion was granted, and that they have proof of bets placed while it was meant to be active. They said they had tried every channel, from email and live chat to Telegram and the forum.
- The case is listed as unresolved. The page shows no payment and no final ruling.
Unresolved
Stake says it showed the player the right exclusion steps and isn't liable. The player says they kept betting while excluded.
What Has (and Hasn't) Helped
Nothing so far: Stake denies it is liable and the case stayed unresolved. If you need to stop, use the casino's own self-exclusion tool or follow its written steps exactly, and screenshot every request, because chat records can go missing.