Stake Casino - Player's account has been closed.

On November 13th, 2023, I was waiting for the monthly bonus drop as my account had around $265,000 wager and lost around $22,700. I was expecting a big monthly bonus like any other stake player would but as the monthly bonus dropped I found out that stake has disabled my account. I was not able to claim the bonus, make any deposits or wagers, and can only login through the stake mirror site (stake.bet). The disputed amount is just a guess but people that I have talked to that have had around the same stats before said they have gotten $1500 from the monthly bonus. I instantly talked to stake support and they would not give me a reason and kept repeating "Your account will not be recovered. This decision was made after very careful analysis and consideration". I would like the monthly amount as stake clearly states "Stake will never hold, freeze or confiscate your funds or unclaimed bonuses" (Friends from Ontario showed me this screenshot hence the reason why I'm coming forward now)

Dear Dokoy80636,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Could you please advise if any real money is being held by the casino? If the casino paid out all the winnings and/or no active balance has been withheld, I’m afraid, there’s not much we can do for you. 

Thank you for your reply.

Best regards,

Kristina

There is no real money held by the casino but they wont let me claim any "unclaimed bonuses" and Stake states that "Stake will never hold, freeze or confiscate your funds or unclaimed bonuses".

Thank you for your quick reply, Dokoy80636. Although I understand your point of view, we are not in a position to force casinos to reopen players' accounts in cases like this. Unless the casino confiscated your real money funds, there is not much we could do. If you disagree with our opinion, you can always contact the casino's licensing authority as they have more tools and options to help.

Due to the aforementioned reasons, this complaint will now be rejected. 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.