What Happened
A player from India says they shut their Stake account for an indefinite period in February 2024 because of a gambling problem, using the site's own self-exclusion button. In May 2026 they say they opened a second account with the same identity card, passed KYC again and lost about $150. They asked Stake to refund the losses. Stake sent its evidence to the mediator privately, and the mediator concluded the player had changed account and identity details on purpose to get around the block.
How It Developed
- 2026-06-01Complaint opened. The opening post is private.
- 2026-06-02The mediator asked when the exclusion was set, whether KYC was passed and for the messages with Stake. The player said the exclusion dated from February 2024 and that KYC had been passed on both accounts.
- 2026-06-24The mediator asked whether the exclusion was permanent and whether the player had also told support about gambling problems. The player said it was set to indefinite through the button only, and that the new account had been put into withdraw-only mode after they complained.
- 2026-07-02The player sent deposit receipts and emails. The case went to a resolver, who asked Stake how an excluded person could register and verify again.
- 2026-07-16Stake answered by email. The same day the mediator closed the complaint: the evidence showed several accounts with differing personal details and documents, so Stake had not failed to enforce the exclusion.
Rejected
The mediator found the new account used changed personal details to bypass the exclusion, so no refund.
What Has (and Hasn't) Helped
The refund failed because, in the mediator's view, the second account was not a slip by the casino but a deliberate workaround. If you have self-excluded, do not open a new account under altered details; a mediator will treat losses on it as your own choice.