Stake Casino - Player's asking for a full deposit refund.

On June 1 2022 I was traveling to Mexico and I seen promotion about stake.com on YouTube and Reddit. There was no indication I was unable to play. I proceeded to goto the website and register. Before I could deposit any money the website indicated I must upload my government issued ID. I proceeded todo so and the system approved my document. I upload my Nevada driver license. After I deposited 0.37486708 in bitcoin. I was under the impression I was allowed to play because the system approved my documents. I ended up losing money money then afterwards they subsequently put my account into a banned withdraw status only after taking my money. If their system never approved my account I would have never deposited and played. This is irresponsible of Stake to falsely accept my documents then then turn around and block me after I lost. I contacted their support and they indicated that by me signing up I agreed to their terms and condition. However a reasonable person would believe they were able to play freely if the system accepted their documents. If I was not able to play from a jurisdiction because my area was not approved their system should be set up to not allow any deposits even if a person is traveling.

I request a full refund immediately or I will repost this to the Nevada gaming commission. This is negligent on stakes part by allowing someone to believe they are approved and only after losing banning

them. Very irresponsible! Especially for a huge name online casino who just released in the USA!

the system is set up to fool people to believe they will be okay! Why would the system approved by documents then let me deposit large sum of money??? I want a resolution because accountability is what is needed here!!!

resolution refund 0.37486708  in btc and fix your system!

Dear menz,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player deposits and loses their deposit voluntarily, we don't think they are entitled to a refund.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here but corrects me if I am wrong, please.

Please, if there is anything else, we could help you with, do not hesitate to contact us, otherwise, we will reject this complaint. Thank you for understanding.

Best regards,

Kristina

Okay, so your saying basically a casino can violate their own TOS by allowing customers to sign up from a restricted country even if the customer doesn’t know? I submitted my KYC with faith the system would accept or reject. However STAKE decided to ban me after I lost. No I have no faith in your site.

I been reviewing other complaints and one of your representatives said this.

"if you filled in correct data

into the registration form, your account was

verified and the casino knew you were playing

from a different country, they shouldn't have

let you make those deposits."

so it makes you sound like a hypocrite. I signed up with the idea I was allowed on the website based on the response I received from the website. Then subsequently after I lost I was banned. No a coincidence? If their system rejected me after uploading my Nevada driver license I would not have been able to deposit hence I’d still have my money.

I expect a proper investigation instead of the automated response with no empathy. This is no my fault. Check the screenshot from a past situation with another casino which shows your response to be hypocritical.

I filled in correct info.

I should have not been approved.

hence I should never been able to deposit.

online casinos with over seas license who are now encroaching into USA territories need to be held accountable. Their systems should not approved users if they should have never been approved in the first place. It’s crazy how a casino can violate their TOS but when a customer asks about it their at fault? You have to be kidding me. I thought casino guru helped people. But I guess you can only get help if your winnings are confiscated. I’m rather upset that you did not even think to look at past issues. Now your whole post is hypocritical and unethical.

so I’m just gonna get scammed by a bait and switch? This is ridiculous. Why can’t I get any help!!??

Hello?

menz, first, I would like to address the complaint you mentioned and explain the situation a little more. I am sorry, but you are trying to compare two opposite situations/complaints and the case you are referring to is not the same as yours. The player from the allowed country opened an account at the casino while staying in a restricted country, and he didn't gain any advantage by doing so. He was verified with documents confirming his residence in the allowed country. Most importantly, the casino confiscated the player's winnings, because he played from a restricted country - the player didn't ask for a deposit refund as you did. At this point, I would like to focus your attention on my first message in which I clearly state that we only help such players and not the players who voluntarily lost their deposits and ask for a refund. If this casino confiscated your winnings because you played from a restricted country, that would be a completely different story.

As I explained in my previous message, casinos can accept players from restricted countries as long as they don't use it as an excuse to confiscate their winnings. Of course, the best way to avoid this is to block such players automatically. However, some casinos cannot enforce it on a software level, and in such cases, the correct approach would be to pay the player's winnings and close their account.

Moreover, if you created your account and lost your deposits by your own choice, we don't think you are entitled to a refund. You could lose your money/deposits the same way in any other casino. I am sure that if you won more money than you deposited, you would want your winnings to be paid out, and not deposit refunded, am I right? Please understand we have to approach each similar case equally - if the player from a restricted country lost their deposit, they are not entitled to a refund, and if such player accumulated winnings, the casino should pay them out and close their account. I understand your frustration and we would really like to help, but it is impossible for us this time.

We share more information regarding this topic in our Fair Gambling Codex.

In this case, I can only recommend that you do more thorough research before creating an account and only play in casinos that accept players from your country.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.