Stake Casino - Igrački nalog je zatvoren bez razloga.

Hello,

i am having a problem with this casino for a long time, it is been 3 months.

First, I deposited 250 CAD and got 500 CAD as a bonus for the total of 750CAD. I had to wager 40x to be able to withdraw. I

manged to win 750CAD so i had 1500CAD. During my first two weeks after the deposit they gave me 300USDT as a bonus i guess, i withdraw that amount immediately since it had no wagering requirement and they indeed sent that amount to me.

after a month they also gave me 200USDT. At that time i was playing Roulette to get my wager. So when i saw the 200USDT, I also withdrew them immediately, but this time they put my account on "withdrawal only mode".

so i was fighting with them for 2 months to get my KYC verified. They refused so many documents: (Credit card statement - bank statement - government tax letter- social insurance number letter - electricity bill - internet bill- rent agreement).

yesterday they finally approved all 4 levels of KYC as you can in the photo that i attached.

let me make a recap:

i had 1500CAD my main balance

another 181USDT from the 200USDT that they gave me

plus 28USDC from the monthly/weekly bonuses.

After i got fully verified they asked me to wait couple minutes to turn my account on.

after half an hour i say my balance switched from 1500CAD to 250CAD.

they asked me to withdraw all the money that i have right now in the account because they are going to close it.

i asked why you are going to close they refused to give me a reason. I didn’t do anything wrong.

so i was able to withdraw my initial deposit 250CAD but the 181USDT and the 28USDC plus the remaining balance I couldn’t.

so i need your help in this case because they are refusing to give me a valid reason because they know that i didn’t do anything against their policy.

thank you

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the communication between you and the casino customer support regarding the closure of your account? My email address is veronika.f@casino.guru.
• Could you kindly send me screenshots or links to all the bonuses you activated and played with?
• What types of games did you play while your bonuses were active?

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

1- I sent the conversation via email.

2- Here you can see my initial deposit of 250CAD

They gave me 500CAD on top as a first deposit bonus 200% with 40X wagering requirement.

I managed to make another 750CAD on top of the 750CAD that i had before. And i reached 85% of the wagering requirements so i was to close to be able to withdraw my money.

But once they saw that i was close to do so they asked me for KYC.

Third photo you can see that i got some manual deposits from their team as the support told how i got this money. They gave me 300USDT and 200USDT because i leveled up they said.

I was able to withdraw the 300USDT and 37USDT in December 

But once i tried to withdraw the 181USDT and 20USDC here when they asked me to complete the KYC.

3- i played mainly Roulette to get my wager done and i played a lot of MEGA WHEEL where i managed to make profit.

plus a little bit of slots - blackjack- war

Dear Raoufwahbe

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Raoufwahbe,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Stake Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Stake Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Raoufwahbe,

As previously communicated by our Customer Support team, your account has been permanently banned due to a breach of our Terms and Conditions. Despite this, you were able to successfully withdraw the remaining balance from your account.

Dear Samuel,

We have sent you an email with further explanation regarding this matter.

Kind regards,

Hello everyone,

thank you, Stake Casino, for your email and for providing the supporting evidence.

Raoufwahbe, I would like to inform you that I have reviewed the materials shared by the casino, including technical evidence indicating that multiple accounts were created and used to claim bonuses.

Based on this, it appears that there was a breach of the casino’s Terms and Conditions. At the same time, I also note that the casino allowed you to withdraw an amount corresponding to approximately 4x your deposit despite this violation.

Before I proceed further, I would like to give you the opportunity to comment on these findings. Please let me know if you would like to add anything or if you agree with the casino’s decision in this case.

Hi, first of all what i only withdraw the initial deposit of 250$ not 4X, i won 1500cad and I couldn’t withdraw them.

second thing my account is fully verified my friend told me about a streamer called maherco and i joined theough his link.

where is the problem with that one if i was able to verify that i am a different individual of my friend.

this is my account and i am the one who is responsible for the account.

Dear Raoufwahbe,

Thank you for your response. After reviewing the evidence provided by the casino, I can confirm that there are clear indications of a breach of the casino’s Terms and Conditions, specifically related to the use of multiple accounts and bonus claiming. In such cases, the casino is justified in taking action, including account closure and confiscation of winnings.

Based on the above, I consider this complaint unjustified and it will now be rejected.

Best regards,

Samuel

Casino Guru