Stake Casino IT - Player’s account has been suspended without reason.

Buongiorno,

senza alcuna motivazione dopo una serie di vincite al casinò live (dopo che lo scorso weekend ero andata in perdita) Stake mi ha mandato una email con scritto:

"sul tuo account che non risultano conformi ai Termini e Condizioni 

di Stake.it.

Fermo restando quanto sopra, inoltre, in considerazione dell’art. 10.5 

"Obblighi e responsabilità del Cliente" del contratto di conto gioco da te 

espressamente accettato (di seguito, "Contratto"), ovvero "Il Cliente 

utilizza il conto di gioco adottando comportamenti leali [...] nei confronti 

del Concessionario nonché conformi alla normativa vigente. [...]", ti 

comunichiamo che abbiamo disposto la sospensione temporanea del tuo 

conto di gioco, ai sensi e per gli effetti dell’art. 14 del Contratto, con 

inibizione delle operazioni di versamento, prelievo e gioco, al fine di 

effettuare le verifiche ed i controlli che riterremo più opportuni.

Ti informiamo che effettueremo le necessarie valutazioni circa la 

conformità del tuo comportamento alle regole di correttezza sopra 

specificate e che provvederemo ad informarti sugli esiti ad accertamenti 

compiuti entro le tempistiche e con le modalità di cui al combinato 

disposto degli artt. 14 e 10.6.

"

Chiedo che mi venga ripristinato l'account con il saldo al suo interno, lo trovo un atto vergognoso.

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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.

• Which live casino games did you play to accumulate your winnings?
• Has the casino specified how long the investigation of your gameplay is expected to last?
• Have you experienced any similar issues at this casino in the past?
• Is your casino account fully verified at this moment?

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

Buongiorno Veronika,

• Ho giocato a blackjack, baccarat e sic bio come giochi dal vivo, mentre come giochi offline solo blackjack (solamente che nel secondo caso, quello offline ero in perdita)
• Il casinò ha parlato dei canonici 180 giorni ma senza dare alcuna informazione sul perchè di questo provvedimento, se provi a loggare nell'account ora ti esce come dicitura "account bloccato per frode"
• Sinceramente è la prima volta che mi succede una cosa simile, Stake dovrebbe anche essere uno dei maggiori bookmakers dal punto di vista globale (almeno da quello che ho sentito)
• Il mio account è completamente verificato e non necessita di altra documentazione, ho chiesto anche via email/chat per esserne sicura

Saluti

-Martina

Dear Martina94

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, Michal (michal.k@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

Hello Martina94,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and while I empathize with your frustration regarding the temporary suspension of your account, it is within the casino team's rights to investigate any unusual behavior they may have flagged in your gameplay. This procedure is standard practice in the industry and aligns with the rules that were communicated to you, which you accepted upon registering your casino account.

That said, I will reach out to the casino to gather more insights on this matter and explore ways in which I can help somehow.

We would like to invite Stake Casino IT to join the conversation.

Dear Stake Casino IT,

I understand and respect your right to investigate any unusual activity that may have been identified in the player’s gameplay. Could you please provide further details on the factors that led to this decision and an estimated timeframe for completing the investigation?

If there are any aspects that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@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 Martina94,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli (ADM) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

You might find our articles Licensing Authority – Agenzia delle Dogane e dei Monopoli | Casino Guru and How to submit a complaint to a regulator | Casino Guru useful.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru