Stakes Casino - 出金リクエストの後、プレイヤーのアカウントが閉鎖されました。

i deposited 1490 + (180 charges) and played my games then i won around 3570 and placed the withdrawal and verified my account, then i tried to login but it told me that there was an server issue but then i tried again today still the same issue then i contacted cc and asked them why i cant login, he told me my account was closed without any reason. I have all the conversation screenshots.

Dear sweetcherry,

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? Do I understand correctly that you successfully passed the KYC verification before the casino blocked your account?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

i submitted my documents yesterday after placing the withdrawal, and when i tried logging in today i saw my account was blocked, i contacted them and asked why i’m not able to sign in then he ignored my question and said it’s because some kind of tnc, i have screenshots attached while submitting complaint and it was without bonus

without bonus

Thank you very much, sweetcherry, 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.  

okay, thank you

Hello sweetcherry,

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

We would like to invite Stakes Casino to join the conversation.

Dear Stakes Casino,

Can you please provide more information on why have you decided to close the player's account? If the information can't be shared publicly please send it to me at michal.k@casino.guru

Hello Sweetcherr!

We hope you are doing well today.

While we thank you for being honest in expressing your opinion on Stakes through Casino Guru, we are pleased to inform you that we are already processing your withdrawal request after confirming your documentation which is required as per our Terms and Conditions. Moreover, your account closure decision will not affect your withdrawals as those are yours by right.

We will be looking forward to your reply Sweetcherr, please do not hesitate to reach us on chat 24/7x or feel free to send an e-mail to vip@stakes.com  for any further questions or requests you might have and we will be more than happy to assist.

Kindest Regards,

Vanessa

Stakes Team

Thank you for your response, Vanessa / Stakes Team.

Can you please provide the reason behind the player's account closure?

Dear sweetcherry,

As per Vanessa's / Stakes Team's response, your withdrawal requests should be processed after confirming your documentation. Please let me know once this is done and ideally when you receive your withdrawals.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear sweetcherry,

Were you able to send all the documents required by Stakes Casino team? If so, did you receive your withdrawal?

Dear sweetcherry,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal