Stake Casino - Player's account has been blocked.

Hello,

I write in hope of finally finding some support.

A few days ago, my Stake account was suspended and all transactions, including withdrawals, were frozen. I was accused of multi-accounting but I am the only one using my account, I only have one account and I am not consorting with any other user.

I first opened my Stake account last August using a referral from an affiliate. I verified my account up to level 3 from the start. On November 3, Stake suspended my account. I asked accounts@stake.com for information and they replied that: "Due to a repeated breach of Stake’s Terms of Service regarding multi-accounting, all functionality on your account has been removed. You will not be able to use Stake in any capacity, including to place bets and any transactions. Any future accounts that are created that are linked back to this account, or any other account, will receive the same restrictions." Asking for further information I was told that the decision was final and would not be reviewed. So now I can't use the platform and I cannot withdraw my funds.

I am not entirely clear on the definition of "multi-accounting" but I only have one account on Stake and I am 100% sure that I am the only one using the account from the IP and device that I use. Also, I am not consorting with any other user. I wondered about what could have triggered the restriction and I probably should say that during the time I used Stake I also used another betting platform and made numerous transactions between the two. This other platform, OrbitX, doesn’t assign personal crypto addresses to their users, so every time I made a transaction between Stake and Orbit, the address would be different. Also these Orbit addresses would naturally be used by other players which have nothing to do with me.

To prove this, it would be sufficient to look at the transaction histories of my accounts (which I sent to Stake’s support but I didn’t get any answer). The only transactions that are not between my Stake and Orbit accounts are a few transactions with my Binance account and my Metamask.

I am really worried because I now have around 900€ stuck on Stake that I cannot withdraw. It is not a great amount of money but it is very important to me. And frankly, I am also quite upset that my money and account were frozen. All that without giving me any chance of explaining or even understanding what was going on.

I am of course available to provide all the evidence necessary.

Dear genji87,

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 advise if you passed the KYC verification before the casino blocked you? Do I understand correctly that you have not yet received any clear explanation regarding this situation?

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

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

Hello Kristina,

I passed the KYC verification in august, right after I opened my account. I provided personal information, proof of identity and proof of address, all of which were accepted.

I only got an email stating that my account was frozen and withdrawal blocked because I was found guilty of multi-accounting. Since I am NOT guilty of this, I asked for further information and how I could resolve the situation but I was only told that the decision was final. I asked again and I tried to reply but I got no further response.

I have received some bonus on Stake but all of them were roll-overed and in any case the bonus I received were given "without strings attached".

Of course, I can provide evidence of all of the above.

Thanks for your support

Thank you very much for your reply, genji87. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Sent it just now.

Let me know if you need something else, I'd be happy to provide it.

Thanks

Thank you very much genji87 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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 genji87,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Stake Casino to join the conversation and participate in the resolution of this complaint.

Dear Stake Casino,

Can you please provide further information regarding the blocking of the player's account and their use of multiple accounts?

Kind regards,

Adam

Dear Casino Guru,

Would you kindly let us know the e-mail which we can send the evidence to prove that the player has multiple accounts?

Best,

Stake

Thank you for your response, Stake Casino.

Please send supporting evidence to adam.m@casino.guru.

Kind regards,

Adam

Dear Adam,

We have sent the information. Would you kindly confirm that you have received the same?

Best,

Stake

Thank you for sending the evidence requested, Stake Casino.

Dear genji87,

The casino has provided evidence suggesting that your account is linked to many others, all of which have been used to bet on sports.

Can I ask you to confirm if you have used your account for Sports betting or Casino games?

Kind regards,

Adam

Hi Adam,

What do you mean with "suggesting"? And what do you mean with "linked"? I would ask you to look in depth in these so-called evidence because "suggesting" it's definitely not enough to block the player's money.

I used my account for sport betting but the issue on hand is completely unrelated.

Furthermore, after almost a month of silence, Stake responded to one of my email stating that they "managed to confirm that you have provided fake KYC".

https://ibb.co/vV65cSy

This is false, plain and simple. I have decades of documents proving that I am indeed who I say I am.

I am not comfortable posting here my personal documents. May I send you some documents proving without a doubt that all I have declared during KYC is truthful? May I also propose a live call to further strengthen my statements and for you to verify that my documents are accurate?

Hello genji87,

The evidence provided by the casino is regarding the use of multiple accounts and the KYC documents submitted. I have asked the casino to provide further evidence to support their claims.

Please do feel free to send any relevant documentation to my e-mail, adam.m@casino.guru. A call is not necessary at this point, but should that change I will of course let you know. Thank you for your cooperation.

Kind regards,

Adam

Thank you Adam.

I just sent you some documents proving that my KYC was accurate and I did not declare anything false.

Hello genji87,

Thank you for the documents you have provided. I checked the validity of the certificate of residence and it is indeed valid.

However, I have since tried to validate your tax code at the Ministry of Economy and Finance website and the result was "invalid tax code".

The casino has also provided evidence showing that you have tried to make a withdrawal to the same crypto wallet address as multiple other accounts.

Are you able to offer any explanation regarding these points?

Kind regards,

Adam

Dear Adam,

regarding the tax code I'm not exactly sure what the error could be. I'm sending you via email the proof of the correct validation.

It seems to me that the above clearly shows that the casino accusation of me providing fake KYC is false.

About the other point.

As I stated in my opening message, while I was using Stake I was also using another platform called Orbit and made several transactions between the two. Orbit does not assign a fixed address to its users. Every time you want to make a deposit you file a request and they give you a temporary address. These temporary addresses are not personal and are shared by more than one of their customers.

I confirmed this talking with their customer support as shown here

https://imgbb.com/CVQJtWv

I realize this screenshot is not the perfect evidence but it is something that anyone can verify.

This is the explanation of why, from Stake's perspective it would seem that more than one account could withdraw to the same address.

I already sent Stake all these explanations more than two weeks ago.

And I also sent them my transactions lists downloaded from both orbit and stake.

Now, the solution to this issue seems easy to me.

If, as Stake claims, there are other accounts withdrawing to the same address, Stake is clearly free to investigate them and verify their KYC, but they should unblock my account as I proved that my info are accurate.

At the very minimum they should unblock my funds and let me withdraw my money.

Thank you again for your thoroughness Adam.

Hello genji87,

I have received your e-mails and will reply to you here to avoid any confusion. Thank you for the clarification and additional information.

Firstly, it appears that your tax code was entered with a "0" in place of an "O" and this was the cause of the error.

I have checked the correct tax code and it is indeed valid, so I cannot see anything to suggest that the documents you have provided are not legitimate.

Therefore, the focus of this complaint is the links to multiple other accounts.

I am waiting for the casino to provide further information regarding this. In the meantime, I would also like to find further information about the platform you have been using (Orbit) to clarify how it works, are you able to provide a link to their website?

Kind regards,

Adam

Dear Casino Guru,

We have already sent the additional information.

Best,

Stake

Dear Adam,

the link to the Orbit exchange is the following https://orbitxch.com/customer/

you have to go through asian connect (https://m.ac66.com) to open an account.

If on asian connect page you navigate to the help center (at the bottom) -> funds -> deposit and then click on "Where to find the address", you'll find that the address is only made available once the deposit request is initiated (meaning that you don't have a personal, fixed address as I was saying in my previous message).

You can read this yourself in the FAQ, open an account and deposit or just ask to asian connect live support (bottom-right of the page), they're very efficient.

Dear genji87,

After discussing this case internally, it has been decided that we are unable to assist any further.

We agree that there is no evidence to support the casino's claims regarding the authenticity of your documents.

However, there is some evidence to show that your account may be linked to multiple others.

When we assess multiple accounts cases, we look at how they may have been used to gain an unfair advantage over the casino. As you have only placed bets on sports, we currently do not have enough insight into sports betting to be able to advise you correctly or make a well-informed decision about the usage of your account/sports platforms.

Consequently, the complaint will be rejected. I’m sorry we can't be of more help on this occasion, but please do not hesitate to contact us if you run into any issues with any other casino in the future.

Kind regards,

Adam