Stackr Casino - Player's winnings are confiscated.

I had redeemed 160.00 from stackr casino while having well over $100.00 also in my account.

They claimed multiple accounts on same IP address which is false .

The following document is 100% fake and they know it because after all this and after some digging around they pulled this stunt on many many other people trying to redeem .

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear G23405,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing with your account and the rejected withdrawal.

To better understand the situation, I would like to ask you a few questions:

• To confirm, did you ever play from shared Wi-Fi, a public network, or a device that could have been used by someone else to access a Stackr Casino account?
• Have you ever been asked to complete KYC (ID, proof of address, etc.), and if so, were your documents accepted or rejected?

If you have any communication or files from the casino (emails, screenshots, live chat transcripts), please feel free to forward them to petronela.k@casino.guru so I can review everything in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Additional comments from the player:

I did not play on a shared or public network. And certainly no one else has used my device.the proof they shared with me is 100% false .

My Kyc was never rejected. They were accepted 

Hi G23405,

Could you please send us proof that your account has been successfully verified (for example, a confirmation email, account status screenshot, or message from the casino)?

This will help us verify the current status and proceed accordingly.

Thank you in advance.

Hi G23405,

Thank you for your message, and I’m sorry for replying only now and for the one-week delay.

I’ve reviewed the screenshot you shared more closely. Based on this message from Stackr Casino, the casino is not rejecting the withdrawal outright, but is asking you to resubmit the redemption request using the same payment method that was used for the original purchase/deposit.

To clarify the situation, could you please confirm the following:

• Did you resubmit the redemption request using the same payment method you originally used to make the purchase (as requested in the email shown in the screenshot)?
• If yes, what was the casino’s response after you resubmitted it?
• If not, please let me know why you were unable to do so (for example, the method is no longer available, blocked, or not selectable).

This information is important so we can determine whether the issue is related to a payment-method mismatch or something else (such as the multiple-account allegation you mentioned earlier).

Thank you for your cooperation.

I did re submit the redemption request using the same payment method and there response was then that I have multiple accounts on the same IP address. My network is private has been for years and their proof is false and a scam

I am 100 percent verified

Hello G23405,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear G23405,

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, Matej (matej.l@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.

Hello G23405, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Stackr Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been blocked? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Thank you so much for doing this matej and casino guru!

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 G23405, I have received a response from the casino, confirming your account being banned due to multiple account usage. They also mentioned sending you screenshots as a proof. You said you have not used multiple accounts, so I would like to ask whether there is a chance that somebody else is playing at the same casino in your household.

When the casino detects usage of the same IP in multiple accounts, reason behind it could be one user creating multiple accounts, more people playing in the same household (or using the same WiFi), having someone else login into their casino account via your device, or VPN usage. Please let me know if by any chance you have used VPN, had someone over and had them play at Stackr Casino on your IP network, or had them use your device to create an account/log in and play while over at your place. Don't be alarmed, Casino Guru does not deem IP match on its own as a valid reason for balance void out or account closure, but to speed up the mediation process, I need as much information from you as possible, to be able to approach the case from the correct angle. Thank you.

I only had 1stackr casino account.nor did someone else use my device to log into theirs. And no there isnt multiple people with accounts in this household it's just me here .and as I've started in my first statement the document stackr casino provided is 100% false and fake.

Thank you, G23405, I just needed that confirmed for the sake of clarity. This sums up all the information I needed from your end, so now I'll be switching the timer towards the casino, as I am still waiting for the response and evidence supporting their viewpoint.

Thank you so much!

I have messaged the support team inquiring whether my last message has been received and looked into. Hopefully we can receive a response within the next seven days, otherwise we'll be forced to close this complaint as unresolved, which will influence casino's safety rating.

Dear G23405. I have received a reply from the casino representative.

The response reiterated previous statement about you being identified as a multiple accounts user. However, I have not received any kind of evidence, and from the tone of the message it was clear the casino considers this case closed. I very much doubt I would ever receive any kind of proof supporting their statement, and I think keeping this complaint open or asking the casino for proof would only prolong the inevitable, while wasting time of everyone involved. There is not much I can do without cooperation from their side.

Due to the aforementioned reasons, I wil now close this complaint. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Thank you for your understanding. I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.