Stake Casino - Player’s account was closed.

1) They closed my account for being in a restricted location. I explained I had recently moved and only have my previous information on address and ID

2) Verification process asks for Proof of address and none of the guiding information specifies any different, nothing asks for the document to be the location address. I provided what I had based on how long ive been in my new (non restricted) location. Also the document I uploaded was advised to not be acceptable for the Level 3 Verification so how can they rely on it as proof of anything

3) If I was in a restricted location and shouldn't have been able to access their site then they must have made an error in allowing this and so as per their (section 3) Terms all bets are null and void so the funds of these should be back in the account

They are refusing to even when I advised there is nothing in their Terms that state what occurs in this scenario and that if it was an error they should return my funds

Dear daward30,

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

Please allow me a few questions so I better understand the situation.

Could you advise which location did you move from and where did you move to? What country did you specify in your player profile when registering your account? How long did you play in the casino from the restricted country? What document did you upload as proof of address? 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,

Tomas

Could you advise which location did you move from and where did you move to?

Australia to Japan

What country did you specify in your player profile when registering your account?

Australia

How long did you play in the casino from the restricted country?

Never played when in Australia

What document did you upload as proof of address?

Was an Australian car insurance doc. They advised it wasn’t an acceptable document type for POA

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

Never taken a bonus. There are no winnings, just funds deposited and used before they Suspended the account for playing from a restricted location

My position is if they have suspended the account as I can not play due to being in a restricted location (not true btw) then they have made an error and should never have. According to their Terms all bets are null and void so they should return those funds

Thanks for your reply, daward30.

Could you please advise what was your balance before the casino closed your account?

Please note prior to depositing any funds into your wallet, the casino prompts you to enter the country. For me, the option to choose 'Australia' is not available.

If there is any communication between you and the casino please forward it to my email at tomas@casino.guru

Balance was approx $1,200USD

Made the deposit via a bitcoin transfer into my account not directly via Stake deposit system

No emails for the casino only Support Chats

Thanks for your reply daward30.

I apologize for not replying sooner.

If you weren't prompted to enter your current address when making a deposit, could you explain when exactly you filled out the country and the address in your profile?

Please understand that if the casino didn't know your country of residence to be a restricted country before you gambled part of your balance, we would consider your partial loss to be fair.

https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

Please specify when exactly did the casino learn about the fact you are an Australian player?

Did the casino indicate they will remit the remainder of your balance back to you or have they done so already?

I'll look forward to your reply.

Dear daward30,

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.

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.