Stake Casino - A conta do jogador foi encerrada e os ganhos foram confiscados.

I deposited $100 with there %200 bonus

i got $300

i placed a bet with $150 and won $2000

they banned my account and asked for all 4 levels verification which is fine, I cooperate with them and finally completed all the kyc verification

they even asked me for a selfie with the passport and i did it i proved everything

after I completed all the 4 levels my account was still banned, i asked them why then they took my balance and gave me my initial depo only! The $100! I have all the proof’s and screenshots

Dear Drnaek12,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stake Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made the activity using your acquaintance's IP only?
• Were you using your device to register and play?
• Have you completed the wagering of the bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

The misunderstanding happend because :

I didnt knew stake before

the one who told me about it is the cyber employee i visit, he even gave me a referral code to sign up with and he told me you will get a bonus which was exciting at the first, i signed up on the cyber i visit to usually play fortnite and other games, i guess thats why stake.com said we found potential multiple accounts and thats totally fine for me they can suspect that, but they asked me to prove my identity!!! I proved that im an independent person and im not a multiple account and submitted my

ID

PASSPORT

BANK STATMENT

PAYSLIP

AND EVERYTHING THEY ASKED for

after the all 4 level verification completed and accepted by stake Team

they said we still suscept a multiple account breach and we deducted all the winnings which is $1900 and gave me only my initial deposit which i see unfair,

I didn’t complete the wager because they didn’t let me , i ask for a fair review especially that i proved my id and i dont have any other stake acc under my name , i want my winnings back to my acc and i will be more than happy completing the wager requirements,

if anything of the info for this case not clear please ask me to clarify. Thanks guru team

Have you made the activity using your acquaintance's IP only?

I made the account in the cyber pc gaming store

(the employee who told me about stake, this tells u that he is promoting and many players sign up from this store)

Were you using your device to register and play?

signed up in the cyber store

played on my phone after signing up

Have you completed the wagering of the bonus?

no, they didn’t let me to play at all, the account got banned after an hour or two from creation.

before it got banned I placed $150 bet on a sport bet and won $2000

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 

only sports. Won net $1900

Hello Drnaek12,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

What the hell! Its been a month now and no reply!!!!!

I apologize for the late reply.

I would like to emphasize that our forum Casino.guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue if you only focused on sports betting.

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

We’ve reopened this complaint at the request of Drnaek12.

We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

I wrote it in rush, actually in stake terms you cant place a bet more than %1 of your deposits on bonus, so i cant even put a$150 on sport one time, i was just saying that i wagered and then won 2000$ 

Thank you very much, Drnaek12, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks for help❤️

Dear Drnaek12,

I'm Michal, and I have taken over this complaint. I have reviewed this case, I will contact the casino to shed more light on this matter.

I would like to invite Stake Casino to join the conversation.

Dear Stake Casino,

I would appreciate it if you could provide further details regarding the closure of the player's account. Specifically, what actions or gameplay by the player were identified as violations of the terms and conditions? If the information cannot be shared publicly, please forward it, including supporting evidence, to me at michal.k@casino.guru

Dear Drnaek12, 

We would like to inform you that, following a comprehensive investigation, it has been confirmed that a breach of our Terms and Conditions occurred. As a result, and in accordance with item 4.9 and sections 4.19 to 4.23 of our Terms, your account has been permanently restricted. Please be advised that this decision is final and cannot be reversed. Additionally, we would like to clarify that the user was able to successfully withdraw their remaining balance.

We appreciate your understanding and cooperation in maintaining a fair and trustworthy community for all our users.

Kind regards,

dear stake casino

i dont care about the account, im not playing anymore on this website and I’m not referring it to anyone, all i want is my winnings, confiscating a player winnings and closing his account for false accusations is something should be took more seriously,

what irony is that you closed my account for breaching multiple accounts terms meanwhile your kyc team have confirmed my all 4 levels ! 😂

and this is the message i got when i got banned from the support

clearly saying "potential multiple account" asking me to confirm my all 4 levels to make sure of this "multiple

i repeat , i dont care for this account to get unban , i want my winnings, dear casino guru

stake stated that I withdrew the remaining balance which is true , but its only the initial depo while my winnings was confiscated.

Dear Stake Casino,

Please send the supporting evidence regarding the alleged breaches involving the player to my email at michal.k@casino.guru

Dear Michal,

We have sent you an email regarding this case.

Kind regards,

Thank you for the provided information and evidence, Stake Casino team.

Dear Drnaek12,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions. During the level 4 verification process, certain discrepancies were found. The findings indicate multiple accounts linked to your account that claimed the same bonuses from the same or very similar IP addresses, devices, or user agents. There were also crypto wallet connections and identical or very similar gameplay patterns, which cannot be considered as just a mere coincidence. The casino enforces a strict policy on cases involving multiple accounts used in this manner. It is quite an industry standard rule that each player should access and play in their account only on their personal device. Additionally, the use of shared computers is prohibited due to valid concerns regarding potential access by underage individuals or the possibility of other unauthorized activities occurring on such devices. The casino team has acted in accordance with its terms and conditions, as previously communicated to you.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru