What Happened
A player from the UK says they told Stake on 28 March 2020 that they had a gambling problem and asked to be shut out for good. They say the request, made in live chat and then by email to Stake's CEO, was not carried out, and they later lost about £300 more on the same account. They asked for those deposits back.
How It Developed
- 2020-03-28The player asked to close the account and be blocked. By email, the CEO offered to delete the account and said he would look into a refund.
- 2020-04-05After more emails, Stake turned down a refund; the player says no reason was given.
- Complaint opened. AskGamblers found the player had made a clear self-exclusion request that Stake did not act on, and that Stake's terms gave no clear way to close an account. It recommended refunding deposits minus withdrawals.
- Stake said self-exclusion must go through its 24/7 live chat, not the CEO's email, and that it closed the account as soon as the player asked there. It still agreed to the refund and said it would make its rules clearer.
- The player confirmed the refund arrived, and AskGamblers closed the case as resolved.
Resolved
After AskGamblers recommended it, Stake refunded the player's deposits. The exact amount refunded was not stated.
What Helped
The mediator found a clear self-exclusion request that Stake didn't act on and recommended a refund, which Stake paid. If you want to self-exclude, ask in live chat in writing and keep a screenshot, since Stake says that is the channel it acts on.