Dragi Stefane,
Hvala vam na praćenju.
Želeo bih da odgovorim na tvrdnju ulog u vezi sa više naloga i kršenjem njihovih Uslova korišćenja usluge.
U septembru 2023. kontaktirao sam Stakeov tim za podršku nakon što sam dobio poruku u kojoj se navodi da je moj nalog možda povezan sa drugima. Pitao sam direktno na koje račune misle, jer nisam imao pojma. Njihov odgovor je bio da „nemaju ove informacije" i savetovali su me da potvrdim koji nalog nameravam da koristim.
Jasno sam rekao da želim da nastavim da koristim svoj tekući nalog (Alohahaha768), podneo tražena dokumenta, a tim za podršku je sve prosledio KIC odeljenju. Ubrzo nakon toga, dobio sam potvrdu da je moj nalog u potpunosti verifikovan i odobren.
"Verifikacia uspešno potvrda. Želaem uspehov!"
(„Verifikacija je uspešno potvrđena. Želim vam uspeh!")
Što je još važnije, takođe sam eksplicitno pitao da li mi je dozvoljeno da nastavim da koristim ovaj nalog — i Stakeova podrška je potvrdila da mogu. Na osnovu ovog odobrenja i potvrde, nastavio sam da koristim nalog u dobroj nameri.
Nakon toga, stavio sam opklade sa ukupnim prometom od oko 1.000.000 USD, i tokom čitavog tog vremena, Stake nikada nije izneo nikakvu zabrinutost ili prigovor. Moj nalog je ostao potpuno funkcionalan i neograničen.
Tek šest meseci kasnije, odmah nakon što sam napravio tri velika depozita u ukupnom iznosu od oko 20.000 dolara, Stake je iznenada blokirao račun – navodeći probleme sa više naloga,
iako sam u potpunosti ispunio sve prethodne zahteve za verifikaciju i bilo mi je dozvoljeno da nastavim da koristim nalog bez ograničenja mesecima.
Štaviše, tek sam sada, kroz vašu poruku, saznao da je razlog zbog kojeg Stake opravdava ograničenje višestruki račun.
Do sada sam uvek verovao da je problem povezan sa standardnom KIC verifikacijom, što je Stake prvobitno tražio.
Ni u jednom trenutku tokom procesa mi nije jasno rečeno da je osnovni problem više naloga. Ovaj nedostatak transparentnosti izaziva ozbiljnu zabrinutost oko toga kako Stake koristi svoje KIC procedure - potencijalno ne kao pravu proveru identiteta, već kao diskreciono sredstvo za zadržavanje sredstava bez odgovarajućeg objašnjenja.
Verujem da ovo postavlja ozbiljno pitanje o doslednosti i pravičnosti Stakeovih praksi sprovođenja. Ako je postojala iskrena zabrinutost, zašto su mi odobrili verifikaciju, dozvolili dalje depozite i pustili me da nastavim da igram pola godine?
Štaviše, zašto pravo pitanje — navodno povezano sa multi-računovodstvom — nikada nije otvoreno saopšteno, već prerušeno u rutinski KIC proces?
Ako je to bila prava osnova za akciju, trebalo je to otkriti od početka, a ne posle meseci neograničene aktivnosti i znatnih depozita.
Poslaću pune snimke ekrana ćaskanja i transkript na za vašu recenziju.
S obzirom na vremenski okvir i sve dokaze, s poštovanjem molim da se ovo uzme u obzir prilikom rješavanja moje žalbe. Čak i ako Stake odluči da se pridržava ograničenja, verujem da bi vraćanje deponovanih sredstava bilo pošteno i odgovarajuće rešenje.
Hvala vam još jednom na vašem vremenu i pomoći.
Dear Stefan,
Thank you for your follow-up.
I would like to respond to the claim made by stake regarding multiple accounts and a violation of their Terms of Service.
In September 2023, I contacted Stake’s support team after receiving a message stating that my account might be linked to others. I asked directly which accounts they were referring to, as I had no idea. Their response was that they "did not have this information" and advised me to confirm which account I intended to use.
I clearly stated that I wanted to continue using my current account (Alohahaha768), submitted the requested documents, and the support team forwarded everything to the KYC department. Shortly after, I received confirmation that my account was fully verified and approved.
"Верификация успешно подтверждена. Желаем успехов!"
("Verification successfully confirmed. Wishing you success!")
More importantly, I also explicitly asked whether I was allowed to continue using this account — and Stake’s support confirmed that I could. Based on this approval and confirmation, I continued to use the account in good faith.
After that, I placed bets with a total turnover of approximately $1,000,000 USD, and during that entire time, Stake never raised any concerns or objections. My account remained fully functional and unrestricted.
It was only six months later, immediately after I made three large deposits totaling approximately $20,000, that Stake suddenly blocked the account — citing multi-account issues,
even though I had fully complied with all prior verification requests and was allowed to continue using the account without restriction for months.
What’s more, I only learned now, through your message, that the reason Stake is using to justify the restriction is multi-accounting.
Until now, I had always believed the issue was related to standard KYC verification, which is what Stake originally requested.
At no point during the process was I clearly told that the underlying problem was multiple accounts. This lack of transparency raises serious concerns about how Stake uses its KYC procedures — potentially not as a genuine identity check, but as a discretionary tool to withhold funds without proper explanation.
I believe this raises a serious question about the consistency and fairness of Stake’s enforcement practices. If there were genuine concerns, why did they approve my verification, allow further deposits, and let me continue playing for half a year?
Furthermore, why was the real issue — allegedly related to multi-accounting — never openly communicated, and instead disguised as a routine KYC process?
If that was the true basis for action, it should have been disclosed from the start, not after months of unrestricted activity and substantial deposits.
I will send full screenshots of the chat and a transcript to stefan.m@casino.guru for your review.
Given the timeline and all the evidence, I respectfully ask that this be taken into account in the handling of my complaint. Even if Stake chooses to uphold the restriction, I believe returning the deposited funds would be the fair and appropriate resolution.
Thank you again for your time and assistance.
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