Stake Casino - プレーヤーのアカウントがブロックされ、監査されました。

Dear Rembit,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have accumulated your winnings on regular play or from a jackpot? Have you withdrawn any winnings from this casino in the past?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you.

I understand that there might be an audit. But I don't think it should take more than a month. And they don't provide any ETA. I won at feb 11.

I am patient enough. I cooperated with compliance team and sent all the documents they wanted long ago.

It wasn't a jackpot but it was single big win in a bonus game.

I have successfully withdrawn money before. But I deposited much more and I am at a big loss right now.

Thank you very much, Rembit, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Rembit!

From now on, I will be taking care of your complaint. I would like to invite Stake Casino into this discussion in order to explain the situation to us.

Hi Casino Guru,

This customer is in breach of our ToS by using multiple accounts to abuse flaws in 3rd party provider games. We have requested the user to divulge any other accounts used but they have told us explicitly they have only used this account "Rembit".

In fact, the account is directly linked to another account "MrGold".

MrGold

Turnover: $31,749.69

Profit: $220,406.24

Status: All profits & deposits were processed to the customer

Rembit

Turnover: $58,369.44

Profit: $62,697.04

Status: All profits & deposits are currently being held

Both accounts have exploited flaws in 3rd party games which have been recognised & now patched on the provider's end.

We are surprised this abuser is going to these lengths considering they have already been paid out significant profits from this abuse vector on their first account.

This is not recreational gameplay & unfortunately a common aspect of the casino industry as you would be well aware of.

Please let us know if you need any further information."

MrGold is not my account.

Why do you claim that it is?

I did not exploit any game flaws.

Can you list the games you are talking about?

As you said, these flaws have already been patched and it should not be a problem.

Let me be more specific:

1. What makes you think that I am somehow connected to account MrGold?

2. I won in the Book of Sun game which is made by Booongo.

So you claim that this game had flaws exploited by me (which is false).

Can someone from Booongo join the discussion and confirm this?

Dear Stake Casino's representatives,

I would like to ask you to provide us with further supporting evidence to my email address, which is: 'martin.d@casino.guru'.

Hello,

The email has been sent yesterday, please check it when you get the chance and please let us know if you need further information.

Regards,

Stake.com

Hello all!

After checking out the evidence provided to us by Stake Casino's team, we have responded them that an additional communication will be necessary for us to know.

After all relevant information will be received by us, we will proceed with our conclusion for this case.

Hello Rembit!

After a detailed communication with Stake Casino's representatives we have asked and agreed on working towards receiving some additional necessary information about this case.

So right now, we have no other choice than wait.

Hello Rembit!

After a discussion with representatives of Stake Casino and they decided that the entire balance will be payed out to you.

However, the casino representatives still believe that you abused the game and used multiple accounts. Additionally, you will be able to withdraw this balance and the services of the casino will not be further provided to you.

We consider this act as very generous.

Is there anything you would like to add?

I confirm that my balance was paid out.

I would like to sincerely thank casino.guru staff for helping me with this issue.

It's been a very stressful period and I'm glad my winnings are paid out.

Just to be clear: I still do not agree with Stake's accusations.

I did not abuse any game and did not use multiple accounts.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.