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Dear dineshdagar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you currently have INR5000 (dispute value) in your casino account?
• Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Heey team ...i have rs 3000 in my stake account which i can't use in playing bets.i usually contact with support team of stake but they don't give me solution.....

I provide you the screenshot of chat between me and stake team on the mentioned email id.

Thanku for your quick responses .i appreciate it.

Regards dinesh.

Also my 2000rs is stuck in the account .my transaction showed failed in stake account but is deducted from my bank account.

Now my 5000 stuck in my stake account.please resolve my problem as soon as possible.also i am not able to withdraw my 5000 rs .

Thank you for your reply, dineshdagar. Could you please clarify if you are able to request a withdrawal of your balance?

Furthermore, I am not sure I understand the issue with the failed transaction. Are you talking about a lost deposit?

Yes sir ,i can withdraw my balance but at first i have to wagger rs 5000 before withdraw. As my account is not able to place or play a bet so due to this reason I can't wagger 5000 rs. I can withdraw my money once i wagger rs 5000 but I can't play any bet .It shows soory you can't do this currently. Please contact support for further assistance.

Thank you very much, dineshdagar, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, dineshdagar,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Stake Casino team,

Could you please explain the player's situation in more detail? How can he withdraw his current balance (unused deposits) from the account?

If needed or suits you better, feel free to send the necessary details and/or supporting evidence to my email address (branislav.b@casino.guru).

Dear Branislav and dineshdagar, 

We would like to bring to your attention that more than 10 days ago, we sent a message to the user’s registered email address. This communication informed them that, as stipulated in our Terms & Conditions, each player is permitted to have only a single account. The creation and use of multiple accounts are strictly prohibited under these terms.

Regarding the issue raised about the withdrawal, we advised the user to log in to their account and proceed with the transaction. However, we did not receive any response to our follow-up messages. It is important to note that the user should take the necessary steps to withdraw their funds from this account promptly, as it will no longer be available for future use.

Kind regards,

Thank you for your response and the update, Stake Casino Team.

Dear dineshdagar,

Can you follow the instructions provided by the casino representative if you have not done that yet, and inform us about progress?

Looking forward to hearing from you.

Dear dineshdagar,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will not be possible without full cooperation.

Thank you very much, Stake Casino Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru