Stake Casino - プレイヤーの撤退が遅れています。

3 weeks ago i deposited approx. 7 ETH to my Stake account to bet on League of Legends Worlds tournament, before i could place any bets my account was restricted and was put on something called "withdraw-only mode" and Stake wanted me to do Level 3 and 4 verifications, i've quickly and succesfully done these verifications, my account was and still is in withdraw-only mode, funny thing in this mode you can't withdraw, you can't bet, you can't use the chat, you can't even use fun play. I contacted the support team and the onboarding@stake.com e-mail more than 20 times, always getting the same (probably automated) response of "please more patience, we are reviewing".

They never told me the reason for this restriction, they are not letting me withdraw the funds i deposited and haven't even bet with yet. I would have won all my bets betting on T1 and then withdraw my ETH's to buy lots of other crypto tokens waaay cheaper before they pumped a lot recently too, but at this point i'm not even after what i missed out on and simply want to withdraw my funds that are being held hostage without even being given a reason and even after i provided everything Stake asked for and done level 3 and 4 verification.

Anyone else went through something like this that can help me? because all live chat support does is tell me to email onboarding@stake.com and my emails there only get a response of "please wait more"

Dear cataphract,

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. 

• Was there any playing activity on your account before you deposited 7ETH? When did you register your account?
• Could you please share with me your attempts to communicate the issue with the casino?
• Kindly share any recent live chat and email interaction with the casino supporting your case.
• Post screenshots here or send the information to my email at tomas@casino.guru

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

Was there any playing activity on your account before you deposited 7ETH? When did you register your account?

I don't know the exact date but it should be at least 2-3 years old i think. My account is quite old and has a Gold VIP status. I have played some slots before my restriction was put on and have also done a small low 3 digit test bet on the LoL tournament that I cashed out early before settlement. I didn't win or lose an unusual amount recently too.

Could you please share with me your attempts to communicate the issue with the casino?

Sent screenshots to tomas@casino.guru email, i have like 20 e-mail and multiple website live chat support talks always ended with them telling me to email onboarding@stake.com or just wait until they review not telling what even though i'm already verified level 3 and 4

Kindly share any recent live chat and email interaction with the casino supporting your case.

Sent screenshots to tomas@casino.guru email

Thanks for your email and explanation of your circumstances.

• When were you last active on the website before depositing the 7 ETH? What games did you play in the casino before depositing the 7 ETH? (slots, live games, betting on sports) 
• Have you used the same deposit method previously? Have you used the same method in the past for withdrawals?

Thanks in advance for your reply.

I was active all the past 3 days before the 7 ETH deposit, i mainly played slots such as Slayers Inc, Stormforged, Juicy Fruits, Blood & Shadow 2, Wanted Dead or a Wild, Retro Sweets, Retro Tapes and Fist of Destruction. I also had a 0.05 ETH bet in the LoL Worlds Tournament quarterfinals match 1 day before the 7 ETH deposit.

I always used the TRX deposit previously, i think this was the third time i used the ETH deposit method. I did a 3 ETH deposit 3 days before the 7 ETH one and withdrew 2.16 ETH that same day after losing some to slots and also did a 0.92 ETH deposit 2 days before the 7 ETH one. I did the deposit from the same wallet that i withdrew the 2.16 ETH to

Thank you very much, cataphract, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 cataphract,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Stake Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Stake Casino,

Could you please share more details about this case and explain why the verified player’s account was restricted to withdrawal-only mode and the reason for the ongoing review?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo, 

The user was notified on November 26 of the reason for their account restrictions. At that time, we informed them of potential irregular cryptocurrency activity associated with their account, specifically involving the VOID (Void) token, which may constitute serious misconduct. As this could represent a breach of our Terms of Service, the account is currently under review.

We assured the complainant that they would be promptly informed once the investigation concludes or if additional information is required from them. Unfortunately, the investigation is still ongoing, and the account restriction will remain in place until further notice. 

Kind regards,

Dear Stake Casino,

Could you kindly provide an expected timeframe for the completion of the ongoing review?

Thank you for your assistance.