Stakers customer support

Moom

Newbie member
Joined
Aug 9, 2019
Location
UK
What is with these guys? Literally the worst customer support I have ever experienced. I am explaining a problem to them and they keep copy and pasting terms and conditions that literally validate my problem. My issue is they let me deposit and gamble without being verified. They keep copy and pasting their terms which says this is not allowed. I tell them this and they say ''I see your point.'' then I ask them what can be done and they direct me to email support. I contact them via email and they do exactly the same thing. I go back to chat and the exact same thing happens.

How can it be this poor? Do their customer support not speak english? I honestly seems like they just copy and paste all replies.
 

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
And if they do not show you are verified are you wanting your deposits back.

Curiosity how much did you deposit.

And how do you know they never verified you. Sites can do it electronically as soon as you register so they do not need to contact you or ask for anything as electronically you are verified upon sign up.
 

brianmon

Ueber Meister
webby
mm4
Joined
May 22, 2013
Location
Cumbria
Acknowledge their responsibilities and tell me how I was able to deposit without being verified. They won't even tell me their ADR.
How do you know you weren't verified?
Most casinos use electronic verification since the new regulations came into force, in July. So there's no need to request documents.
Therefore the process is invisible to the player
 

brianmon

Ueber Meister
webby
mm4
Joined
May 22, 2013
Location
Cumbria
Acknowledge their responsibilities and tell me how I was able to deposit without being verified. They won't even tell me their ADR.
Their ADR is IBAS.
It's in the 'complaints procedure' section on the site.

7. If You still remain dissatisfied with that decision you have the right to refer Your complaint to Stakers nominated Alternative Dispute Resolution (ADR) entity to consider it. Stakers ADR entity is IBAS (Independent Betting Adjudication Service). IBAS is a third party organisation offering independent adjudication in relation to betting and gaming disputes. IBAS will not charge you for use of their services.
 

maniski

Experienced Member
Joined
May 16, 2018
Location
the netherlands
I got some nice winnings/withdrawals on Extra Chilli there.. cashout to my Neteller was very fast.. within 5min mostly.
But then.. it went really downhill.. i got no decent winnings on any slot there.. which kept me from deposting.. so i asked for some bonus and they were credited to my account. One day i forgot that i already asked for a bonus that day.. and they put me on Possibilty lifetime Timeout.. which means.. 'self exclusion' which they did, Without contacting me or replying to all my emails they 'banned' me.

Their livechat are bots(seems) if you chat with them daily.. every employee use the same words in same lines :)

Just be caution when playing there.
 

Luckyscouser45

Head honcho
MM
Joined
Aug 13, 2018
Location
No mans land
I had issue with stakers ages ago with that silly no deposit bonus was told I already had an account with them and it wouldn’t be added manually I just closed the account cos I had never had a stakers account and had never even heard of them prior to seeing the no deposit bonus mind you this was ages ago so have no idea about there verification policy as this was prior to the new rules
 

Moom

Newbie member
Joined
Aug 9, 2019
Location
UK
And if they do not show you are verified are you wanting your deposits back.

Curiosity how much did you deposit.

And how do you know they never verified you. Sites can do it electronically as soon as you register so they do not need to contact you or ask for anything as electronically you are verified upon sign up.

Only £20. I am not really bothered over £20, but they annoyed me with the way they have treated me when I brought forward a serious flaw in their system. They really just do not care at all.

They are asking me for documents to verify my account. I am not verified.

As has already been mentioned, there is a serious issue with support. It does seem like the chat is a bot. It is that bad.
How do you know you weren't verified?
Most casinos use electronic verification since the new regulations came into force, in July. So there's no need to request documents.
Therefore the process is invisible to the player

As above, asking me for documents.
 

misstrouble

Girl of your nightmares
Joined
Jan 17, 2019
Location
brighton
They didn’t ask you to verify.... they won’t verify me as I don’t have any utility bills in my name.
I’ve sent in bank statements, payslip and mobile phone bill on this address..
 

maniski

Experienced Member
Joined
May 16, 2018
Location
the netherlands
They didn’t ask you to verify.... they won’t verify me as I don’t have any utility bills in my name.
I’ve sent in bank statements, payslip and mobile phone bill on this address..


They let me use my Bank statement for address verifying. i had the same 'issue'as yours.. no utility bills in/on my name
 

misstrouble

Girl of your nightmares
Joined
Jan 17, 2019
Location
brighton
They let me use my Bank statement for address verifying. i had the same 'issue'as yours.. no utility bills in/on my name
Yeah I sent that in, but strangely my hsbc statement doesn’t name my city...
I sent in loads of other docs tho... still don’t approve it.
 

Moom

Newbie member
Joined
Aug 9, 2019
Location
UK
Yeah I sent that in, but strangely my hsbc statement doesn’t name my city...
I sent in loads of other docs tho... still don’t approve it.

When did you sign up? Because they should not be asking for verification after May 7th.
 

Moom

Newbie member
Joined
Aug 9, 2019
Location
UK
I’m not depositing anywhere where I’m not verified.

I see. I would just move on from these guys then. They are not a good casino at all and you would be better off going elsewhere. I personally would not even trust them with verification documents. They really are bad.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Acknowledge their responsibilities and tell me how I was able to deposit without being verified. They won't even tell me their ADR.
I think you might be getting mixed up with verification and KYC. Before they let you deposit they have to verify your name, address and age. That can be done by an electoral roll check and/or credit check. For KYC they may need further documents, which they have to inform you about before you deposit, but don't have to ask immediately for. For example, how can they ask you for proof of the payment card used, when you haven't used one?

As an opposing experience, around 1am this morning, after seeing this thread, I logged into my acocunt to find out if had been suspended until I uploaded verification documents. I did so and 7 minutes later was verified. Not bad for 1am on a Sunday morning, when some large casinos take days to do the same thing!
 

Moom

Newbie member
Joined
Aug 9, 2019
Location
UK
I think you might be getting mixed up with verification and KYC. Before they let you deposit they have to verify your name, address and age. That can be done by an electoral roll check and/or credit check. For KYC they may need further documents, which they have to inform you about before you deposit, but don't have to ask immediately for. For example, how can they ask you for proof of the payment card used, when you haven't used one?

As an opposing experience, around 1am this morning, after seeing this thread, I logged into my acocunt to find out if had been suspended until I uploaded verification documents. I did so and 7 minutes later was verified. Not bad for 1am on a Sunday morning, when some large casinos take days to do the same thing!

I am not mixing any of this up at all. I fully understand the regulations. I have been asked by Stakers to verify my age and address after I deposited.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
I am not mixing any of this up at all. I fully understand the regulations. I have been asked by Stakers to verify my age and address after I deposited.
In which case complain to the UKGC if you are sure they have breached regulation. Presumably you have requested a SAR so you can double check what information they hold on you and when it was obtained?
 

Moom

Newbie member
Joined
Aug 9, 2019
Location
UK
In which case complain to the UKGC if you are sure they have breached regulation. Presumably you have requested a SAR so you can double check what information they hold on you and when it was obtained?

I have tried and they are not replying. That is the point of this thread. They will not listen. I am not sure if their customer support is just a bot or they do not speak english. All they do is copy and paste replies. Read the thread. Others have had the exact same experience. Stakers will not reply with anything but copy and paste replies. You will literally get the exact same reply to every message. They will say ''I see your point'' and then copy and paste their terms that make no sense.

Why are you so defensive in here? I will report them to the UKGC but I am very doubtful anything will be done from that shambolic organisation that licensed them in the first place.
 
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