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

Dear Nadia,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to an accusation of creating multiple accounts, we will try to help you. Do I understand correctly that you accumulated most of your winnings by playing slots?

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

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

I won both in sports betting and in the casino, for the last 2-3 days my account has been working. before that, I was in the red and made deposits of more than 100k$ and the casino accepted my deposits. my withdrawal problems started only after my account went to +. my sister registered using my referral link, but from another computer, no one used my mail to register

Could you please advise if your winnings were accumulated with or without an active bonus and if you passed successfully the account verification in the past?

Dear Petronela. Thank you for your answer

I have no active bonuses in the account

Also i passed level 2 verification and I was able to withdraw and deposit without a problem.

Before they close my account with 22ETH on it Ethereum value is dropped so also a loss to me

They stopped responding to me.

Thank you very much, Nadia, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you.

Hello, Nadia,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Stake Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Stake Casino Team,

Could you please state the reason why the player's account was banned in more detail? If we are talking about a breach of the casino's Terms and Conditions (multiple accounts using), could you please substantiate your claims and the casino's decision with relevant data/documents?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav,

We have sent you an e-mail last week about this case. Would you kindly revert to us by e-mail?

Best,

Stake

Thank you for the information and I am sorry for my delayed reply.

I would like to answer your email, but unfortunately, I cannot find anything in my email inbox regarding this complaint.

When exactly was the mentioned email sent, please? Did you use the correct email address? Can you please send your original email to the email address branislav.b@casino.guru again?

Please let me know once you resend it.

Dear Banislav,

The e-mail was sent on the 19th of June. I have just sent the e-mail again. Can you please confirm if the same did not go to the spam box?

Best,

Stake

Greetings all,

Unfortunately, I really did not find any email received on the 19th of June. However, I confirm that I successfully got the email you sent on the 24th of June. I am waiting for your response and details regarding the issue. Please, look at the second email, the first one was sent by mistake earlier than I finished it.

Dear Nadia,

I am afraid that currently, I will not be able to collect all the necessary information to review the case due to the casino's strict internal policy and no possibility to share the required data with 3rd party.

You mentioned that you already contacted the regulator (Curacao). Did you also submit an official complaint directly with the gaming authority?

Dear Branislav.

Yes, I filed a complaint. the proceedings are still going on, Curacao replied to me that the Stake casino provided them with information that my deposit address was replenished from a wallet, which also replenished other accounts. To which I replied: Hello, thank you for noticing my problem, I want to report the following:

When depositing and withdrawing funds, I used the services of a private exchanger, since I do not have my own crypto wallet address. There are no instructions in the Stake.com rules from which address funds should be deposited into your gaming account. Whether other players used the services of this exchanger is not known to me, and it should not be known, this is their business and this has nothing to do with my account and my problem. I also bring to your attention that this site took deposits from me for 100 thousand dollars in equal parts over several days, and also calmly withdrew them (there were about 80 thousand withdrawals) Why didn't they warn me earlier that I was making deposits from an address that was not allowed to make deposits? As soon as my account went positive, the withdrawal was immediately blocked and they stopped letting me play games on the site. They begin to accuse me of having a multi-account, and not fair in their opinion the game. According to their rep at bitcointalk.org, I used to bet early matches at Roland Garros games. I see no reason why I should not be allowed to do this on a gambling site that accepts sports betting. I also do not understand the legality of holding my funds. The withdrawal clause of their rules reads as follows: Account Holders who wish to recover funds held in a closed, locked or excluded account, are advised to contact Customer Support.

All transactions shall be checked in order to prevent money laundering. If a player becomes aware of any suspicious activity relating to any of the Games of the Website, s/he must report this to Stake immediately. Stake may suspend, block or close a Stake Account and withhold funds if requested to do so in accordance with the Prevention of Money Laundering Act or on any other legal basis requested by any state authority.

According to this clause, they do not have the right to refuse to withdraw my funds to me (even taking into account the fact that I did not return my deposit). No court found my actions unlawful and did not issue an act of withholding funds. If they say that the reason for withholding my funds is that deposits and withdrawals came from the same address, this is not a legitimate reason for not paying the client his money. Why did they ask for my documents and confirm the 2nd level of my verification, thereby giving the green light to play in their casino? I described my problem in detail in a post on the forum link to it https://bitcointalk.org/index.php?topic=5400984

I hope that you will take into account all the factors of this case and will be neutral. Sincerely.

it's been 2 weeks since I sent this, Stake still doesn't react in any way. in the chat on the site, they constantly respond to me to write by Email, but I do not receive any answers by Email. they just ignore me without naming a legitimate reason for withholding my funds.

Dear Branislav I did check some of past complains against Stake at Casino Guru and I saw that they submit evidences when they have them to your staffs in previous cases against them

Where was the policy of the third party at that time ?

Can you check previous cases againts Stake ?

They have no evidence against me that's why they put excuses.

I hope they give me my money.

Thank you for your confirmation and the update, Nadia.

I know very well, how "my" case went in the past. The casino will likely be able to share with us the necessary data in the future without a problem. Now we are talking about a specific case and special circumstances. But, the casino should be able to provide all the necessary data to the regulator.

Unfortunately, since we do not have a clear or final result of your issue and based on the information that the whole thing was handed over to the Curacao gaming authority, now, I am (temporarily) closing the complaint as ‘unresolved’ with the note that we will wait for the regulator's decision.

Once there is an official Curacao statement, please let us know as soon as possible about the results at branislav.b@casino.guru or request a reopening of the complaint and the case will be reviewed by us again.

The casino can reopen this complaint anytime, too.

Best regards,

Branislav, Casino.Guru

Dear Nadia,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at branislav.b@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us.

Thank you in advance for your reply.

Dear Nadia,

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

Thank you for your emails, Nadia.

Can you please look at my last email and provide me with the requested details?

Looking forward to hearing from you.

Dear Nadia,

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

However, based on the information provided after the case was reopened, please count on the option that the complaint may be rejected anyway.

Dear Nadia,

Thank you for your email and the additional details provided.

After gathering and reviewing all the necessary information and having an internal discussion with the team, we decided to close this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe that we are talking about multiple account use or collusion, as well as the impossibility to pass the KYC, which is a must to be able to withdraw any funds from your casino account.

There are also several inconsistencies in your version of the story, and there is also completely irrelevant and useless information for the case - shared by you above.

It really does not matter if your referral link was used by anyone, or if it was done from another device or IP address, and it does not matter if you were the only one who used your email address in the casino - in most online casinos, it is enforced by their systems, and it is not possible to register with the same email address more than once. In addition, you mentioned the 2nd level verification - also irrelevant since there are usually more levels of verification.

As for your claims that your account has been blocked after it "went to +", this is not correct at all. Your account was closed because you breached the casino's Terms and Conditions, which you accepted upon registration. However, the casino detected it after requesting a withdrawal - it is not obliged to perform additional checks earlier. It is an industry standard that players have to use only payment methods belonging to them, in their own names, and their own funds for deposits - it automatically means that it is forbidden to use the same payment method(s) in more than one account, logically. Accepting crypto e-wallets may indicate that players could avoid the verification of their payment methods or their funds' origin, but there are also other conditions that have to be met. I recommend you read the casino's rules in detail, available on the link above, especially parts 5, 7, and 8. Partially, also the section "Anti-Money Laundering" is devoted to the topic.

If a private exchanger (3rd party service) should have been a reason that your payment method matched with the payment method used in other accounts, as you claimed, it would be rather an "aggravating circumstance". Despite it basically does not make sense in connection with your other claims regarding your deposits and withdrawals, the casino has to verify all the payment methods used in your account. In case you used any 3rd party service for such purposes or made it impossible for a casino to verify yourself as the owner of the deposited funds or used payment methods (or it matched with payment method in another account), unfortunately, you also should have counted on the option that your verification will not be possible, and you risked all the deposited funds.

Last but not least, we were waiting for the regulator's final decision, which is clear, and you were informed of what you committed. Therefore, we accept the casino's decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru