Stake Casino - プレイヤーはアカウント損失後に返金を要求します。

I have deposited 270 000 USDT in a few hours.

I lost these funds funds because of unfair game -DICE

Increasing amount of bet = loss.

Nobody asked me source of funds as the UK resident. No detection of unusual activity.

I ask 100% refund, audit of Dice game - that's probably unfair and I would close the account.

Dear c0burg,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me at veronika.f@casino.guru if there is anything else I could do for you regarding your complaint.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

1. I'm the UK resident and I'm using Stake via VPN
2. My deposit history - nobody asks me additional questions and no detection of unusual activity, source of funds

Thank you for your response and for providing the screenshots.

Regarding your concern about the lack of affordability checks by the casino, I’m sorry to inform you that our ability to assist with financial restitution is limited to specific situations. In cases where a player explicitly requests self-exclusion due to a gambling addiction and the casino fails to act, we are able to investigate and seek accountability. However, situations where a casino does not intervene despite potentially high-risk behaviour—such as significant deposit or bet amounts—fall into a grey area. These are generally governed by the internal policies of the operator and the requirements of the licensing authority.

We fully agree that gambling operators should take proactive steps when they notice warning signs and that responsible gambling protocols should be more strictly enforced. However, ensuring compliance and enforcing these standards is ultimately the responsibility of regulatory authorities. In this case, we recommend escalating your complaint to the Curaçao Gaming Control Board (GCB), which holds jurisdiction to investigate the casino’s conduct in more detail.

Additionally, I must point out that the casino’s Terms and Conditions clearly prohibit the use of VPN software. By registering and playing from the UK while using a VPN, you breached the following clause:

14.4 The attempt to manipulate your real location through the use of VPN, proxy, or similar services or through the provision of incorrect or misleading information about your place of residence, with the intent to circumvent geo-blocking or jurisdiction restrictions, constitutes a breach of Clause 5 of this Terms of Service.

Finally, the screenshots of your betting history show a mix of high-stakes wins and losses. Based on this limited data, there is no indication that the games were manipulated or unfair.

Please let me know if there's anything else I can assist you with. Otherwise, we will proceed with closing this complaint.

Additionally, I must point out that the casino’s Terms and Conditions clearly prohibit the use of VPN software.

I GOT AGREEMENT OF THE CASINO TO DO THAT

I’m sorry to inform you that our ability to assist with financial restitution is limited to specific situations. In cases where a player explicitly requests self-exclusion due to a gambling addiction and the casino fails to act, we are able to investigate and seek accountability.

SO WHEN USER MAKE A DEPOSIT OF 270000 USDT DURING COUPLE OF HOURS - IT THAT NOT A SIGN OF ADDICTION?

What actions of casino in such cases?

@fall into a grey area@

Explain me more details please. Just imagine when you lost all your savings in couple of hours as not experienced user.

@We fully agree that gambling operators should take proactive steps when they notice warning signs and that responsible gambling protocols should be more strictly enforced. However, ensuring compliance and enforcing these standards is ultimately the responsibility of regulatory authorities. In this case, we recommend escalating your complaint to the Curaçao Gaming Control Board (GCB), which holds jurisdiction to investigate the casino’s conduct in more detail.

Help me to do that. Send me more details which actions casino should do when user make huge deposits during couple of hours, no request to verify these funds, maybe I had stolen USDT or my son used it!?

Why there was no detection on Stake.com of user's UNUSUAL behavior?

I OFFICIALY ASK TO INCLUDE STAKE'S MANAGER INTO THIS DISCUSSION. MY LAWYER WANT TO GET ANSWERS.

MOREOVER I CAN'T GET A FULL TRANSACTION HISTORY VIA EMAIL REQUEST FOR 4 DAYS.

Finally, the screenshots of your betting history show a mix of high-stakes wins and losses. Based on this limited data, there is no indication that the games were manipulated or unfair.

That's a was an audit? Let's do the independent audit to fix this statement.

INCREASING BET AMOUNT = TOTAL LOSS! BIG AMOUNTS - absolutely another win chance!

Please let me know if there's anything else I can assist you with. Otherwise, we will proceed with closing this complaint.

1. Provide please answers
2. Include Stake's manager into discussion to get official answer as document. I need a document to forward it to my lawyer.
3. How to contact regulator?

If no - I ask 100% refund.

Thank you for your additional comments. You stated that you are a resident of the UK and that you accessed the casino using a VPN. Please understand that this is a clear violation of the casino’s Terms and Conditions. Most online casinos, including Stake, restrict access from certain countries due to licensing limitations. This is enforced via geo-blocking.

If you had not used a VPN, you would not have been able to access the site, register, or play using your real UK-based information. This directly contradicts the claim that the casino accepted your registration while being aware of your location. In reality, the VPN allowed you to bypass regional restrictions, and the system would have blocked you had your true location been visible.

Using a VPN to alter your location is not a minor technicality—it’s a deliberate circumvention of the casino’s regional policies. This undermines your position when it comes to regulatory compliance or seeking a refund, especially if the casino can prove that the activity originated from a restricted region.

Regarding the RTP issue, we understand your frustration about the betting pattern and perceived unfairness in the Dice game. However, based on the screenshots you’ve provided, we cannot conclude that any manipulation or game irregularity occurred. Casino games, especially ones based on chance, can result in long losing streaks, particularly when betting large amounts with high variance. For a technical audit to take place, the request would need to come through a regulator or be accepted by the casino itself. We unfortunately cannot enforce an independent audit ourselves.

You’ve raised important concerns regarding responsible gambling and anti-money laundering (AML) practices. While making large deposits in a short time could indeed be considered a red flag, it is up to the casino’s internal policies and regulatory obligations to act accordingly. In some jurisdictions, there are stricter requirements for affordability checks, but in Curaçao, where Stake is licensed, these rules are less rigorous than in the UK.

We agree that better protection mechanisms should be in place, and we fully support the implementation of stronger player protection. However, this is ultimately a matter for the Curaçao Gaming Control Board (GCB). The GCB states on its website that they do not handle individual disputes between players and gaming operators. It seems the regulator will only pay attention to complaints regarding potential violations of law. It is possible to contact the GCB via this contact form.

Since we have not received enough evidence from you regarding the manipulation of RTP, I must now close this complaint. Thank you for your understanding, I'm sorry we could not be of more help on this occasion.

Best regards

Veronika

Casino.Guru Team