What Happened
A player from Argentina asked Stake to give back deposits made years ago. The player says they were under 18 when the account was opened, and that in November 2020 they told live chat to ban them for good because of addiction, but the account stayed usable. Stake says the account has been under an indefinite self-exclusion since March 2025 and can now only withdraw.
How It Developed
- 2026-07-29Complaint opened. The mediator warned that Casino.guru does not normally take on events older than six months.
- 2026-07-30The player set out their timeline: a request for a zero deposit limit, then a ban request in chat, then fresh complaints to Stake in 2025 and 2026. They admitted they could not find the follow-up email the chat agent had asked for.
- 2026-08-13The mediator said the last deposit was over five years old and could not be investigated, and had the player send a fresh self-exclusion email with the mediator in copy.
- 2026-09-02A resolver asked Stake to block the account and share its view. Stake replied that the account had been self-excluded since 17 March 2025 and sent its evidence by email. The resolver also asked the player for an ID to check their age.
- 2026-09-09The resolver rejected the complaint. The ID showed the player was underage at signup, but nothing from 2018 to 2021 tied that person to the account's activity, and the chat ban request was never confirmed by email as instructed.
Rejected
Too old to verify who used the account, and the 2020 self-exclusion request was never confirmed by email. Stake says the account has been excluded since March 2025.
What Has (and Hasn't) Helped
Nothing moved the refund. Two things sank it: the events were far too old to check, and the 2020 ban request was never followed up in writing. If you ask a casino to exclude you, send the email it asks for the same day and keep a copy.