The player from Japan had complained about account suspension by gaming support due to a misunderstanding. We had informed the player that casinos had the right to restrict or close accounts if they suspected irregular play or other questionable activities. The player was also informed that if there was no active balance in the casino account, our ability to assist was limited. Despite extending the complaint's resolution time frame by 7 days, the player did not provide any substantial response. Therefore, we suggested the player consider other casinos and had to reject the complaint due to lack of actionable information.
Stake Casino - Player's account was closed.
Amount: ??
Stake Casino
Safety Index:Above averageSafety Index
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7.9
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Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
Public
Public
9 months ago
Dear trin,
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.
If there is no active balance being held in your casino account, I’m afraid, there’s not much we can do for you.
Thank you for your reply.
Best regards,
Kristina
Public
Public
9 months ago
Dear trin,
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.
Public
Public
9 months ago
Thank you for your reply, trin. I am sorry, but I don't see how we could help you in this case. I can only suggest that you try looking for another casino that would be more suitable for you. Perhaps you can check out our list of recommended casinos:
https://casinoguru-en.com/top-online-casinos#tab=RECOMMENDED
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.
