The player from Austria had her Stake account permanently suspended, with €440 left in it. The casino cited unsuccessful verification attempts, but did not clearly explain the reason for rejection. The player tried using her husband's details for verification on the third attempt, which led to the suspension. The complaint was rejected as the player breached the casino terms.
Stake Casino - Player's account suspended due to verification issues.
Amount: €440
Stake Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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11 months ago
Translation
Hello, my Stake account has been permanently suspended, and there's still €440 in it. The reason provided was that the verification was unsuccessful several times, but they never clearly explained why the verification was rejected. Consequently, on the third attempt, I tried to verify it using my husband's data, and now it has been permanently suspended because they claim multiple people have access. However, that's not true. I only tried to verify it for the third time with my husband's details because no valid reason was given explaining why it hadn't worked with my details. I kindly ask for your assistance in this matter. Best regards,
Automatic translation:
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11 months ago
Hello Gerti13,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stake Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly did the verification process begun? How many documents did you have to forward and how many were rejected? When was the last time you spoke to the casino and what was it about?
Unfortunately, using any 3rd party information or payment is strictly against every online casino rules and the casino had every right to close your account and confiscate balance on it. Please be sure to never do such thing again as it will always lead to account blocking.
Looking forward to your answer.
Regards,
Nick
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11 months ago
Translation
Hello, I tried it for the first time in August. I had to take a selfie with an ID, a utility bill with payment confirmation and a proof of income with a bank statement showing the receipt. I always sent everything off. And it was simply rejected, when I asked via email there was no answer. The last time I spoke to the casino was yesterday. I understand that this is forbidden, but I acted out of desperation. You have to understand, I am 67 years old and didn't know about this. We only tried with my husband's data because they always refused me without explanation and the support simply couldn't help or wasn't available in German and I don't speak English very well. But I think it's really bad that an old person's ignorance is taken advantage of like this. LG Gertraud
Automatic translation:
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10 months ago
Hello Gerti13,
Unfortunately, there is nothing we would be able to do in this case as you breached the casino terms by sending 3rd party documents. It is not entirely up to the casino whether they allow you to finish the verification or not but our hands are tied and we can't force them to do anything.
Is there anything else we could assist you with?
