Stake Casino - Player can't withdraw deposit after account suspension.

Stake is refusing to let me withdraw my balance.

I made an account and deposited ~$27000 in USDT, but the account was suspended shortly after.

The email about my suspension tells me I can still withdraw my balance, but you cannot place any more bets.

My account was put into a "withdrawal only mode", but I still cannot withdraw.

I do not understand why they are blocking my withdrawal. I did not play any games. All I did was deposit, and I was suspended before I could make any sort of bets. I am requesting to please receive my deposit back.

I understand if the casino does not want me to play on their website anymore, for whatever reason that is, but I still deserve to receive my funds back. It is rightfully my funds.

I can also prove that the address which deposited the funds belongs to me through screenshots of my Metamask wallet, or even sending "test" transactions if needed.

The email, which can be viewed below clearly states that verification is only necessary to resume betting, which I am not interested in. I am only interested in getting my funds back now, and they assured me that I can withdraw my balance without submitting any information, but I still cannot.

Suspension email: https://imgur.com/a/N6x1pAn

Dear trooped304,

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. Could you please clarify why you are not able to withdraw your deposit - are payment methods missing, does it seem like a technical issue, or has the payment been pending for too long?

Furthermore, do I understand correctly that you have not provided any documents to verify your identity?

Lastly, if there is any other relevant communication between you and the casino, please forward it 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

The casino has blocked my deposits, bets, and withdrawals, despite being in "withdrawal only mode". Every time I try to make a withdrawal, it says you are not allowed to do that.

I was assured by the casino that I could withdraw my balance without sending in any verification documents, so yes, I have not submitted my Kyc as they mentioned it was not necessary if I just wanted to receive my funds back. You can check yourself this from the image I sent of the email I received.

I did not even play any games on the casino. The $27k balance is only from my deposit, not from any winnings. It can be proved on the blockchain and I can send my metamask screenshots to prove that I am the owner of the crypto address which made the deposit if necessary.

It is my money that was sent to the website, and I should rightfully be the one receiving it back. I am willing to receive the funds back to the same address which made the deposit, so that would be proving the funds are returned to the rightful account owner.

Thank you very much, trooped304, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi trooped304,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Stake Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player is not allowed to withdraw his funds back?

Thank you.

Best regards,

Tomas

Hi Tomas,

We refer to the above complaint.

This User's account was on freeze pending an investigation in relation to multiple accounting. The email received by the User is an automatic email when an account is suspended however due to the nature of this investigation, we requested further information from the consumer before there was any movement of funds from the account.

However, the investigation has now come to a conclusion and we have advised the User that their account has now had the restrictions removed. The User should now be able to access their account, place bets and withdraw funds.

As you may understand, conducting these investigations are important to ensure the integrity of the platform and further adhere to industry regulations.

We appreciate the User's patience in this regard.

Kind regards,

Dear Stake Casino, thank you for providing the information.

trooped304, can you please confirm that this is correct and that the matter is now resolved?

Thank you.

Kind regards,

Tomas

Yes I can confirm that I have withdrawn my money.

Dear trooped304,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas