Stake Casino - プレイヤーのアカウントは閉鎖され、資金の引き出しはブロックされています。

Hi, and thank you so much for providing this great service!

I had been playing on stake.com since 14. of March 2023 without a problem until I received an email from stake on the 14. of May this year saying that my account was temporarily suspended for a suspected breach of their terms of service (attachment - email 1). I contacted stake to resolve this and was informed that I needed to verify my account to able to continue playing and withdraw my money at stake.com (attachment - email 2).

I co-operated to the best of my ability and provided multiple documents like ID, selfie with ID, utility bill for the last three months, bank statement that proved the payments and payslips for the last three months and bank statements proving me receiving my salary. My ID and selfie with ID was accepted, but I did not get the utility bills accepted. I was not informed why. The payslips were not accepted because they were not stamped and signed by my employer.

I logged on to stake.com on the 23. of May to upload additional documents, but was informed by their live support that my account was no longer able to be verified (attachment - live chat 1 and 2). I was informed that I could contact "accounts@stake.com" for further information. I did so and was informed that my account was banned for attempting to verify edited documents. Under no circumstance have I ever edited any document I have provided and I am happy to prove my innocence. I asked for evidence of this, but was told that I would not be provided this.

Some important facts about my account:

- I have never edited any of the documents I provided for verification

- I had a balance of approximately 11 550 dollars (attachments - balance)

- I have deposited approximately 38 000 dollars in total and withdrawn approximately 8600 dollars in total. I have not used any bonuses while playing on stake.com

- I co-operated to the best of my ability to verify my account and uploaded all requested documents in a timely manner

-I have played on the sportsbook as well as in the casino and live casino section

What I expect from stake.com:

I expect stake.com to provide evidence of the documents they say I have edited so I have the opportunity to prove my innocence. I also expect stake.com to refund my whole balance of approximately 11 550 dollar to me because I have not done anything wrong, Also, I have deposited way more to my account then I have withdrawn.

I really hope you have the opportunity to help me on this case and please let me know if there is any more information or evidence that can help you in this case. Thanks a lot.

Dear tonesed68,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the utility bills that the casino did not accept because they were allegedly edited? My email address is veronika.l@casino.guru.

In the screenshots you provided, the casino mentions that they take "multi-accounting" very seriously. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please let me know if you used any VPN or IP-masking software to access the casino website?

Has your account been verified in the past, since you made several successful withdrawals?

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

Best regards

Veronika

Thank you so much for the fast reply.

I have sent you an email with the latest documents I uploaded to stake.com. This is two files that contain several payslips and utility bills, as well as bank statements showing the payments. None of the files were accepted, but I am not sure which files they believe to be edited as they refuse to provide evidence. As previously stated, I have not edited any documents.

As for the multi accounting question. Stake.com suspected me of multi accounting and therefore I needed to verify my account, but this is not the reason I was banned according to stake. I have not multi accounted and I have never used a VPN or IP masking software.

As for previous verification. In stake casino there are different levels of verification. If I recall correctly my account was partially verified. I think I uploaded my ID only. So I was allowed to make withdrawals previously, yes.

If there is anything else you need from me, please let me know and thanks for the help so far!

Thank you for your email. Could the issue be due to uploading your utility bills as a combined PDF file rather than the original individual PDFs? Creating a merged document can be considered a form of editing.

Hi. On the stake verification page you are only allowed to upload one file. Stake requested multiple documents. For example for proof of address, they requested three utility bills and bank statements showing the payments. I therefore contacted live support and they told me to combine multiple files into a pdf. I am confident this is not the problem.

Thank you very much, tonesed68, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi tonesed68,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino and we'll see what can be done when they reply.

Dear Stake Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what documents were rejected for which levels of KYC and for what reasons?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Natalia,

We have sent you an email regarding this case.

Kind regards,

Hello everyone, my apologies for the late reply. We will need some additional time to investigate this case, therefore I will expand the time to another week.

Hopefully, I will be able to share the updates sooner.

Dear tonesed68, we have analyzed the information the casino sent to us, and based on the provided details we cannot continue investigating this case, unfortunately. This is quite a complex issue and the presented evidence doesn't allow us to come to any certain conclusions and take a clear position on this matter, therefore your case will now be rejected. However, I recommend you submit a complaint to the licensing authority instead, since it has more instruments to get more evidence and investigate the situation in full. Please, contact Curacao Antillephone (complaints@gaminglicences.com) to get more information.

Thank you for your understanding, 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.

Regards,

Natalia