Stake Casino - プレイヤーの撤退が制限されました。

Hi, I have account that is level 4 verified, and put to withdrawal only mode. However, I cannot withdraw money, stake simply does not allows it. 134 litecoins are there, so many... I simply played one day, got really lucky session on casino, and got locked. Please Casino Guru, help me get back my money. I am attaching 4.5 hours of talk with live support, where they states that if I will be verified to level 4, I can withdraw. I did that, my account is now level 4 verified, but still cannot withdraw. Done everything they asked me for. Per their request I also sent this situation to complaints@stake.com and support@stake.com and still has no response. I only want to withdraw my money.

Dear racheleion,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• What method of withdrawal are you attempting to use? Do I understand correctly that you currently don't have any pending withdrawals?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

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

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

Stay cautious and contact us directly if you have any doubts.

Dear, Kristina,

1. None successful withdrawal before. Adding screen.
2. I want to withdraw to my LTC wallet. Yes, i have none pending withdrawals, because withdrawals are not allowed. Adding screen.
3. My winning and my money is just from simple play. I have not activated any bonus or promotions.

Please help me resolve this terrible issue 🙁

Thank you very much for your reply, racheleion. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Kristina,

per your request I'm sending all the comunication with stake. I have sent two trascripts with stake live support to your email and screenshot of the email I have recieved from complaints@stake.com

As for this moment the withdrawal of my original deposit amount is pending, the winnings are removed from my stake balance. Waiting for them to comfirm my withdrawal of 61 LTC for few days already.

Thank you very much, racheleion, for your cooperation. 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.

Dear racheleion,

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

Hi,

I have an update in my case. Stake.com decided to return my original of 61 LTC and I have it back. However, for whatever reason they deducted 73 LTC (winnings) from my account. Attaching the email of their justification for such action.

I have placed a total of 82 bets and won 73 LTC. Attaching a photos of my betting history:

As you can see my bets where around 20-40 LTC size. And i was on lucky sesion to win around 2 big bets in total. Casino guru, help me to get back my 73 LTC as stake.com is stating that they will not return my winnings. If casino is taking winnings from players even on complete luck based sessions, how anyone is supposed to win anything?

Also attaching deduction of winnings:

Dear Michael,

We confirm that the complainant was informed of the reasons behind their permanent account restriction and the deducted amount from their balance. Additionally, they have already completed the withdrawal of their remaining balance, which corresponds to her original deposit.

Furthermore, we have forwarded an email to you with additional information regarding this case.

Kind regards,

Here are the reasons from stake.com email:

4.19 b) Stake considers that You are using or have used the Website in an unfair manner, have deliberately cheated or taken unfair advantage of Stake or any of its customers or if Your Stake Account is being used for the benefit of a third party;

4.21 In the circumstances referred to in 4.19, Stake shall also be entitled to void any bets placed by You following such actions by You or to withhold and/or retain any and all amounts which would otherwise have been paid or payable to you (including any winnings) to the extent permitted by law.

4.22 We reserve the right to suspend or terminate your account at any time, with or without notice, if we suspect that your account has been compromised or is being used in breach of our Terms of Service.

What does this even mean if I have not done anything stated in these terms?

Dear racheleion,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions. During the verification process, certain discrepancies were found. The findings indicate multiple accounts linked to your account like payment methods 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 and other manners as mentioned in the rules 4.19, 4.19 b, 4.21 and 4.22.

I can assure you that we, as an independent party, have carefully reviewed all the information and evidence we could gather, and the casino team acted in accordance with their rules, to which you agreed when registering your account.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority if you feel justified in your position, but we are unable to offer any additional assistance regarding this issue.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru