Stake Casino - Player's account and progress have been suspended.

My account has suspended all My platinum progress has suspended please help me to enable my account I have work hard for this progress of platinum my login email in state is kp****1992@gmail.com they allow me to withdrawal money but don't allow to deposit and play games

Dear kpdev1992,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the full KYC verification?

Have you accumulated your winnings with or without an active bonus?

Have you received any explanation from the casino as to why your account was suspended?

What types of games did you play? Were they slots, live casino games, or did you participate in sports betting?

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

Yes my account was fully kyc. I have played all games like live casino and slots and stake originals. The reason for my account suspension is that due to some big losses I have written Suicide word in chat support. Due to which casino has suspended my account

Dear kpdev1992,

I have checked the Stake Casino's Terms and Conditions, and this is what I found:

Suspension and Closure by Stake

4.19 Stake shall be entitled to close or suspend Your Stake Account if:

a) Stake considers that You are using or have used the Website in a fraudulent or collusive manner or for illegal and/or unlawful or improper purposes;

b) Stake considers that You are using or have used the Website in an unfair manner, have deliberately cheated or taken unfair advantage of Stake or any of its customers or if Your Stake Account is being used for the benefit of a third party;

c) Stake is requested to do so by the police, any regulatory authority or court or if Stake is unable to verify Your identity, profession or source of funds as is expressly required by the applicable regulations;

d) You are in breach of these Terms and Conditions, the applicable regulations or the fair use of our services, or Stake has concerns that You are a compulsive problem gambler without being self-excluded;

e) Stake considers that any of the events referred to in (a) to (e) above may have occurred or are likely to occur.

4.20 If Stake closes or suspends Your Stake Account for any of the reasons referred to in 4.19, You shall, to the extent permitted by applicable laws, be liable for any and all claims, direct losses, liabilities, damages, costs and expenses incurred or suffered by Stake (together, the "Claims") arising therefrom and shall, to the extent permitted by applicable laws, indemnify and hold Stake harmless on demand for such Claims.

I understand your frustration and disappointment. However, the casino's actions were in line with its Terms and Conditions. It's important to recognize that the casino cannot risk allowing a player to continue gambling if they express thoughts of self-harm due to losses; this is a fundamental aspect of responsible gambling policies. Furthermore, the casino reserves the right to select the customers it serves and may close a player's account for any reason, ensuring all rightful winnings are paid out.

Regrettably, you are not eligible for a refund of the funds deposited to the casino, as they were used for gameplay. If gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.