HomeComplaintsStake Casino - Player's account is in withdrawal-only mode.

Stake Casino - Player's account is in withdrawal-only mode.

Amount: 500 INR

Stake Casino
Safety Index:Above average
Submitted: 02 Jul 2024 | Case closed : 24 Jul 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 months ago

The player from India could not place bets or withdraw funds as his account was in withdrawal-only mode. He stated his KYC verification was pending despite submitting documents and had not made any withdrawals. The casino reported his verification was rejected due to submitting an underage person's document, and his account was blocked. We attempted to confirm this with the player but received no response. Consequently, the complaint was rejected due to lack of communication from the player.

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4 months ago

Account is in withdrawal only mode I am not able to place bet and take withdrawal... Please slove my problem

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4 months ago

Dear Mrigank321,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please advise what the current balance in your account is?

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

Have you made any successful withdrawals before?

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


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4 months ago

Mam current balance of my account is 500

Mam kyc and other things are in reviewing mode from long time I am submitting documents then also it is not been passed

No mam I have not made any withdrawal

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4 months ago

Please reply

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4 months ago

Before we proceed with your case, please forward all the communication between you and the casino customer support that could be relevant to the investigation. Include all the other evidence as well. My email address is veronika.l@casino.guru. Thank you.

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4 months ago

Dear Veronika,


The user's verification was rejected and their account was blocked because they initially submitted a document belonging to an underage person. This reason was communicated to the user at the time of rejection though their verification page.


Additionally, we have reached out to the complainant to inform them that we have contacted our provider and requested the refund. They can expect to receive it within the next 14 working days.


Kind regards,

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4 months ago

Dear Stake Casino representative,

Thank you very much for getting in touch with us and thoroughly explaining the situation.


Dear Mrigank321,

Could you please confirm that you submitted a document belonging to an underage person during your verification?

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3 months ago

Dear Mrigank321,

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

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3 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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