Stake Casino - Nalog igrača je zatvoren zbog spora oko povlačenja.

here is my problem, Im new to stake and signed up for the deposit bonus i thought i can deposit and withdraw instantly the profits haha,

but i realized that it need to be wagered and its unwithdrawable until i lose it or complete the wager req, its fine as its my fault.

but I calculated that i need to wager 120k to complete the rollover, i started to wager on baccarat as its the lowest house edge game and reached 250k and lost all my balance and couldn't complete the wager req then i read the terms and realized the wager weight requirement too, its fine too cuz its my fault.

but after i lost everything i saw the messages i got from support saying there is a bonuses (around $400) ( im still losing as I deposited 1k) but said yes fair enough and thanks for giving free bonuses back but when i asked for withdrawal my acc Got banned and the withdrawal is pending ( I received an email saying my account is on withdrawal mode only) so i should be able to withdraw? The support says its a deposit abuse or something how is this an abuse i literally lost $1000 im withdrawing $400 thats a $600 loss, anyways can i please know what did i do and if i did any break in the terms or something? Cuz my wagering strat was completely legal i assume because its taking the house edge the casino wants, i thought i could complete the wager req on it and i failed and im fine im taking the loss as its my fault to not read the terms. But can I withdraw the remaining funds please? Its $400 already lost $600, can i please know where is the abuse!! Its a losing situation!

the email i received when i got banned is clearly saying that i can still receive unclaimed bonuses and withdraw funds available, can i withdraw please as stated?

I didnt break any rules and i will never break any, all what happened was just a mistake from me cuz i didnt read the deposit bonus rules properly and thought i can wager on baccarat but seems like the system thought i was doing something illegal or something but please recheck

i ask for a fair review

i can confirm that i didnt do anything illegal or any type of abuse.

Hello Halabehom1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stake Casino. Please allow me to ask you a few more question before we would move forward as it seems your account is blocked due verification requirements.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

It all started 5 days ago

i submitted my passport and it was accepted and my account was free to play and no restrictions was on it, after I lost everything on my balance (my deposit $1000 + the depo bonus $2500) i received a message from the support that i have around $400 in bonuses ( i didn't ask for it they gave it to me and they said in the message that it is free to withdraw without any strings attached)

when i asked for a withdrawal for this funds they restricted my account and thats it

Hello Halabehom1,

Would it be possible to forward the communication between you and the casino related to your blocked account to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Hey, sent successfully.

btw the case summary is not tight seems like u didn't under My situation,

I deposited 1000, got 2000 on top as a bonus , so i have 3000, lost it all to 0 and after losing it all i got a message from support saying u have bonuses around $400 and when i asked for withdrawals they banned me

Hello Halabehom1,

So do I understand it correctly that you have zero real money balance on your casino account?

If that's the case, the casino had the right to block your account at any time without any reason given.

Awaiting your response.

Regards,

Nick

No i have around $500 fully withdrawable without any wager requirements on it, balance 0 right now because this $500 is in the pending withdrawals

Dear Halabehom1,

I would appreciate it if you could kindly clarify a few points, as the information provided so far appears somewhat inconsistent.

You mentioned that your balance was completely lost and that the casino offered you a €400 bonus. However, you later stated that you have €500 in pending withdrawals.

Could you please confirm which of these statements is accurate, so we can proceed accordingly?

I look forward to your response.

Best regards,

Nick

both is right, after finishing the balance, i hit plat 1, got atound $400 in balance as a free money without any restrictions or wager on as they said + the offered it as rank up rewards, i didnt even knew about it or not even asked for it, anyway after i wrote these article i also received more bonuses around $100 more from weekly bonus and asked for withdrawals as they state my acc is banned from placing bets only, anything else is fully functioning but withdrawals is not working !

They banned my acc completely and even preventing me from signing in!

Dear Halabehom1,

Unfortunately, as the funds in question were part of a bonus and not real money, the casino does have the right to close your account at their discretion.

Bonuses are generally considered a gesture of goodwill, and it is up to the casino to determine whether a player qualifies to receive one. Since this was not a deposit bonus and there was no real money balance associated with your account, our ability to intervene in this matter is very limited.

Please let us know if there’s anything else we can assist you with.

Best regards,

Nick

Its not bonus money? Why u don't understand, they're literally holding my withdrawal and asking for endless verification docs, can u please call them to the conversation and let them explain why the hell they're holding their costumers money?

+ my acc is opened again, withdrawals still pending, the email I received from them the sec i got banned was clearly saying that im banned from playing but my account is in withdrawal mode only and this ban doesn't prevent me from withdrawing so please call them and let them process my withdrawals please if possible

Dear Halabehom1,

We will try to contact the casino to clarify the situation a little more detailed. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Halabehom1!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

No need to , i solved the problem with the casino

Dear Halabehom1,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru