Failure to help a vulnerable customer

Hello,

I have tried to sort it out with the casino, but they were no help. I have raise a complaint with the licencer but they are ignoring me. Please help.

I hope you are well. I am look to raise a compliant against stake casino operated by medium rare N.V. Under the gaming license 8048/JAZ.

My name is Fred stuart I am 22 years old. My username is: freddy20009 My account email is: [email protected]

All help is gratefully appreciated. I have attached evidence to support my complaint.

Stake Casino is facing a formal complaint for violating regulations under the Curacao eGaming licensing authority. The complaint highlights several issues related to the casino's practices, including their failure to identify and monitor a player who was experiencing problem gambling and financial hardship.

The player had become heavily addicted to using Stake Casino's slot machines during the COVID lockdown, wagering over $1,000,000 in a short period of time and depositing 189 ETH, which is valued at around $333,000 in today's market value. Despite the player's excessive gambling activities, Stake Casino failed to identify and monitor their activities, which is a clear violation of the Curacao eGaming regulations.

Furthermore, despite the player's repeated attempts to reach out to the casino's customer service team on six different occasions between March and May 2022, and expressing their financial struggles and the need for help due to it “getting out of control” and

the team only offered bonuses or cashback into the player's account, without offering the necessary assistance. This fueled the player's addiction even further, leaving them in a vulnerable and dangerous state. It was not until June 2022 that Stake Casino finally offered the player help and directed them towards charities that could assist them. However, Stake Casino withheld transcripts of the player's conversations with their customer service team, with the exception of the last message that showed that they provided some help. The player only recently managed to obtain the rest of their conversations.

These actions are a clear violation of the Curacao eGaming regulations, which require all licensed casinos to have a responsible gambling policy in place to ensure the safety and wellbeing of their customers. Additionally, the regulations state that licensed casinos must identify and monitor players who may be experiencing problem gambling or financial hardship.

The player's complaint requests that Curacao eGaming investigate this matter and take appropriate action against Stake Casino. The complaint highlights how Stake Casino's practices have led to the player's addiction, and how the casino failed to provide the necessary support and assistance to overcome it. Furthermore, their withholding of the player's conversations for a period of time and their lack of acknowledgement of the player's clear financial hardship on multiple occasions are in direct violation of the Curacao eGaming regulations.

In conclusion, the complaint filed against Stake Casino highlights several issues related to their practices, which are in direct violation of the Curacao eGaming regulations. It is imperative that the licensing authority investigate this matter and take appropriate action to ensure that all licensed casinos have responsible gambling policies in place and identify and monitor players who may be experiencing problem gambling or financial hardship.