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Stakers customer support

M

Moom

Dormant Account
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.
 
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.
 
Moom said:
Acknowledge their responsibilities and tell me how I was able to deposit without being verified. They won't even tell me their ADR.
Click to expand...
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
 
Moom said:
Acknowledge their responsibilities and tell me how I was able to deposit without being verified. They won't even tell me their ADR.
Click to expand...
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.
 
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.
 
pinnit2014 said:
They were decent enough when i had an account there but i passed when they wanted SOW for 500 quid of deposits.

Never had any issue with CS either.

@paul7388 such a cynic :laugh:
Click to expand...

I am shocked that you could ever think i was cynical. :(

Surely that is not the way my posts sometimes come across.
 
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
 
paul7388 said:
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.
Click to expand...

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.
brianmon said:
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
Click to expand...

As above, asking me for documents.
 
misstrouble said:
I’m not depositing anywhere where I’m not verified.
Click to expand...

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.
 
Moom said:
Acknowledge their responsibilities and tell me how I was able to deposit without being verified. They won't even tell me their ADR.
Click to expand...
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!
 
colinsunderland said:
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!
Click to expand...

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.
 
Moom said:
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.
Click to expand...
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?
 
colinsunderland said:
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?
Click to expand...

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.
 
Moom said:
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.
Click to expand...

You have specifically requested a SAR and they haven't replied within 1 month? Then report them to the ICO.

If you don't report companies for failing in their regulatory duties then they will keep doing it and getting away with it.

Defensive about what? I don't understand what you mean?
 
Moom said:
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.
Click to expand...

Is this thread really about playing and losing a whole £20 and then getting irate/furious regarding if you are actually verified and if they meet the regulations?
 
SpinUk said:
Is this thread really about playing and losing a whole £20 and then getting irate/furious regarding if you are actually verified and if they meet the regulations?
Click to expand...

Furious? Huh?

What are you contributing to this thread here other than being upset about something? The forum is about sharing experiences on casinos isn't it? What is your issue with me sharing this experience? How much somebody lost is irrelevant to sharing experiences isn't it?
 
Moom said:
Furious? Huh?

What are you contributing to this thread here other than being upset about something? The forum is about sharing experiences on casinos isn't it? What is your issue with me sharing this experience? How much somebody lost is irrelevant to sharing experiences isn't it?
Click to expand...

Just ignoring my post then? Being honest you are coming across as a bit of a troll now.
 
colinsunderland said:
Just ignoring my post then? Being honest you are coming across as a bit of a troll now.
Click to expand...

I have nothing to add. You have given some good advice. Calling me a troll is unwarranted. What is with the attacks on me in this thread? The guy above called me out for being angry over losing £20 and now you are calling me a troll. Is this normal behaviour when talking about a suspect casino on here?
 
Moom said:
I have nothing to add. You have given some good advice. Calling me a troll is unwarranted. What is with the attacks on me in this thread? The guy above called me out for being angry over losing £20 and now you are calling me a troll. Is this normal behaviour when talking about a suspect casino on here?
Click to expand...

I asked had they not replied to your SAR request within a month, you ignored it. I asked what I was being defensive about, you know, your attack on me, you ignored it. Thats what trolls do, make statements they know will provoke a response, then ignore follow up questions.
 
colinsunderland said:
I asked had they not replied to your SAR request within a month, you ignored it. I asked what I was being defensive about, you know, your attack on me, you ignored it. Thats what trolls do, make statements they know will provoke a response, then ignore follow up questions.
Click to expand...


Alright. This has happened over the past 2 weeks or so, so no. The only replies I have received are of them copying and pasting terms and conditions. I reply back and they do the exact same thing. I have explained this in this thread.

I sensed a defensive attitude from you. You came in and talked about how I probably have it wrong and then went on to say you have had great experiences with the casino. You then called me a troll for not replying to you. You done this in a thread with people with similar complaints to me and a literal troll above calling me out for only losing £20 and my complaint towards the casino somehow not being valid because of it.
 
Moom said:
Alright. This has happened over the past 2 weeks or so, so no. The only replies I have received are of them copying and pasting terms and conditions. I reply back and they do the exact same thing. I have explained this in this thread.

I sensed a defensive attitude from you. You came in and talked about how I probably have it wrong and then went on to say you have had great experiences with the casino. You then called me a troll for not replying to you. You done this in a thread with people with similar complaints to me and a literal troll above calling me out for only losing £20 and my complaint towards the casino somehow not being valid because of it.
Click to expand...

ok, so send a SAR, I would send it to the DPO rather than customer service, even though you don't have to. I would also specify you want all data, to include all account notes, and verification notes and data.
They have 1 month to supply the information then you chase them and complain to the ICO if they still don't supply it.

I didn't say you probably had it wrong at all. I clearly said I 'think' and you 'might', so not sure where you got that from. I haven't had great experiences with the casino, nor did I say that. I said I uploaded documents and they were verified within minutes, something much larger casinos can take days to do. Thats a fact, and I'm not sure why you seem to think only negative comments should be made in your thread? Which other thread have I done this in?
 
Moom said:
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.
Click to expand...
HAhahhaha omg that time I went into chat about the no deposIt bonus she put “I see your point” defo bots
 
Corporations are falling over themselves to replace humans with chat bots in the customer service arena. I'm not a fan personally for precisely the reasons this thread demonstrates - they really aren't that good and lead to negative engagement experiences.

The fact that verification happens so quickly at unsociable hours suggests that perhaps this is also automated which makes sense and actually provides a positive customer experience so ups and downs.

In response to the OP I'd send an email instead of interacting with the bots.....unless of course the bots are also running that. Perhaps try throwing in a Turing test question to see how it responds.

"Dunover recently got bonus guarantee for the 10th time running on raging rhino - how do you think he addressed his pet cat that was miaowing for his attention?" :-)
 
colinsunderland said:
OK, having tested Stakers out a little, I've came to the conclusion they are a joke, and in breach of more than one UKGC regulation. Will be reported at some point today :)
Click to expand...

You're reporting to the UKGC? Stakers really are the absolute worst I have come across. They literally do not care at all and they need to have their license taken away. None of it is a mistake. They're going out their way to ignore regulations.

I will report to UKGC. Would have gone to their ADR too but it is all a waste of time over £20.
 
Last edited:
Moom said:
You're reporting to the UKGC? They really are the absolute worst I have come across. They literally do not care at all and they need to have their license taken away. None of it is a mistake. They're going out their way to ignore regulations.

I will report to UKGC. Would have gone to their ADR too but it is all a waste of time over £20.
Click to expand...
Your telling Colin not to report them to UKGC cos they are crap and then in next sentence you are saying you are going to report them to UKGC I’m confused
 
Luckyscouser45 said:
Your telling Colin not to report them to UKGC cos they are crap and then in next sentence you are saying you are going to report them to UKGC I’m confused
Click to expand...

You mean the post I made the other day? I actually said I would report them to the UKGC but I was doubtful anything would be done.

The above comment, I was talking about Stakers being the absolute worst, not the UKGC. I will edit it to make it more clear.
 

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