Stake Casino - Player has been accused of opening multiple accounts.

I made a deposit, then made a bet for 0.001BTC and wanted to withdraw the money, but they didn’t let me do it, they asked me to send a photo of my passport, and I sent a photo of me with my passport.

Then they told me to go through Skype. I was sick and could not go through the Skype call then. As soon as I had the opportunity to go through it, I wrote to them by mail and they told me that my account was blocked. Why can it be blocked if I just replenished my account and made a bet for 50 cents ??? I just want to get my deposit back and nothing else, why don't they give it back to me?

My account: gre *** nn

My mail: gre***nn@gmail.com

Dear great55, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I clearly see that the casino accused you of having more than one account. I checked the casino’s T&Cs (https://stake.com/policies/terms) and I found this:

"i. PERSONAL USE. The Service is intended solely for the User’s personal use. The User is only allowed to wager for his/her personal entertainment. Users may not create multiple accounts for the purpose of collusion, sports betting and/or abuse of service. Multiple accounts may be approved for the use of the casino service only if granted by staff."

Are you aware of having more than one account? If not, is there any chance, that someone from your household or using the same IP has created an account at this casino too?

Looking forward to hearing from you.

Best regards, 

Kristina

I used wifi at McDonald's.

I am not asking you to give me your winnings, I just want to get your deposit back

Could you please clarify whether the disputed amount of €9,000 is the amount you deposited or won? How much money was in your balance when the casino closed the account?

I deposited 0.154 BTK, now I have the same amount on my account, and I want to return them. I only need my deposit, I don't ask for anything else

Thank you very much great55 for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello great55,

I'm Nick and I'll be assisting you from now on. I would like to ask Stake Casino to join us and help us resolve the player's issue.

Dear Sir,

Stake hereby presents its formal response to your complaint.

In your complaint, you claim that your account was blocked and you cannot withdraw your funds. Stake hereby informs you that your account was blocked due to a breach of www.stake.com Terms of Service and Limits Abuse.

After performing an assessment on your account Stake verified that you have opened multiple accounts at Stake to try to go around the bet limits. We have identified at least 13 accounts that were created by you, for example, "greatagainnn", "dokolemzno" y "danondano".

This behavior of yours not just breached Clause 5, i) of the Terms of Service that forbade multiple accounts, but also rased Stake’s suspicions that you had inside information on the games you bet, which generated an ongoing investigation on match-fixing.

Also, contrary to what you have mentioned in your complaint, Stake did request you to perform the know your customer procedures in all of your accounts, but you only answered in one of them after 6 months of such request. At that time, Stake had already linked your account to others and had blocked it due to a breach of the Terms of Service.

According to the above and all the evidence collected, Stake decided to block all of your accounts and freeze your funds. Stake is also entitled to pursue this case in court in order to obtain reimbursement for all the losses suffered.

In this sense, we request you to refrain from opening accounts at www.stake.com. 

Best regards

Dear Sir,

Stake hereby presents its formal response to your complaint.

In your complaint, you claim that your account was blocked and you cannot withdraw your funds. Stake hereby informs you that your account was blocked due to a breach of www.stake.com Terms of Service and Limits Abuse.

After performing an assessment on your account Stake verified that you have opened multiple accounts at Stake to try to go around the bet limits. We have identified at least 13 accounts that were created by you, for example, "greatagainnn", "dokolemzno" y "danondano".This behaviour of yours not just breached Clause 5, i) of the Terms of Service that forbade multiple accounts, but also rased Stake’s suspicions that you had inside information on the games you bet, which generated an ongoing investigation on match-fixing.

Also, contrary to what you have mentioned in your complaint, Stake did request you to perform the know your customer procedures in all of your accounts, but you only answered in one of them after 6 months of such request. At that time, Stake had already linked your account to others and had blocked it due to a breach of the Terms of Service.

According to the above and all the evidence collected, Stake decided to block all of your accounts and freeze your funds. Stake is also entitled to pursue this case in court in order to obtain reimbursement for all the losses suffered.

In this sense, we request you to refrain from opening accounts at www.stake.com.

Best regards,

Thank you very much for joining us and explaining the situation even further. Could you please send us some kind of evidence that all of his accounts were connected and that he created multiple accounts? Please if possible, send it to nikolas.b@casino.guru.

Looking forward to your answer.

Dear great55,

Based on the evidence received from Stake Casino, we will be now forced to close the complaint as rejected. It was clearly proved that you have breached the casino's terms and conditions. Based on that, there isn't anything we are able to do as the casino did nothing wrong. I'm really sorry that we could not help you out further but please do not hesitate to contact us if you will come across any other trouble again.

I would recommend to read all the terms and conditions before you start to play in a casino from now on and be sure to create only 1 account there.

Regards,

Nick

Casino.guru