Stake Casino - Player’s funds have been confiscated.

Stake is holding my funds hostage for over 3 months now. They tell me I can't withdraw the funds no matter what I do.

Dear TrulyDegen,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're experiencing. To assist you better, I’d like to ask a few clarifying questions:

• In the screenshot you provided, the live chat agent mentioned an alleged breach of the casino's Terms of Service. Could you please specify what breach they have accused you of?
• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Did you win your balance using a bonus or entirely from non-bonus gameplay?
• Have you submitted any identity documents to the casino for verification purposes?

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

1.They accuse me of using an account not created by me.

2.Live casino games

3.Non bonus gameplay

4.i haven't submitted any identity documents

Look at my withdrawal history from 8 months ago . 150k 50k 40k etc withdrawn with no issues at all . Now they decide to make all these issues for less than 100$

Thank you very much, TrulyDegen, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello TrulyDegen,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Stake Casino to join the conversation.

Dear Stake Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

Dear Michal and TrulyDegen,

It is important to note that we have reason to believe that this account have breached our Terms of Service. As outlined in Clause 4.8 of our terms, we reserve the right to request additional "Know Your Customer" (KYC) documentation at any time. During this verification process, deposits and withdrawals are temporarily paused.

Please rest assured that our primary goal is to maintain a secure and compliant environment for all our players. As part of this commitment, the complainant was requested to complete the verification procedure (level 2 to 4) to ensure compliance with our platform's Terms and Conditions. However, the complainant subsequently stated that the account in question was not his, which made it impossible for him to proceed with the verification process.

We would like to draw attention to sections 4.14 and 14.1 of our Terms and Conditions, which explicitly prohibit the selling, transferring, or acquisition of Stake accounts to or from other players. Furthermore, our services are intended solely for personal use. It is for this reason that, as evidenced in the screenshot provided by the user (though it appears the full context was omitted), our support team informed the individual that, due to this breach of our Terms and Conditions, verification could not proceed.

We trust that this explanation clarifies the matter and demonstrates our adherence to our platform's rules and regulations.

Kind regards,

Hey stake do you know that the account was given to me by a Sponsored Stake streamer? THE PEOPLE YOU PAY MILLIONS EVERY MONTH TO ADVERTISE STAKE. You can easily verify that all Sponsored stake streamers give kycd accounts to their viewers and stake knows it . You're holding my funds for no reason. Just let me get my funds out and do whatever you want with the account

Thank you for your response, Stake Casino Team.

I would appreciate it if you could clarify whether the claim made by the player, stating that " Sponsored stake streamers give kycd accounts to their viewers and stake knows it," is accurate.

Stake 100% knows about it . The streamers literally say it live on stream . They say contact the moderators and they will help you set up an account and their paid moderators will give you a fully kycd account for free . Now after I play for months on it and and lose thousands and thousands and i have withdrawn 150k 100k 100k 50k per transaction stake decides they want to scam me for 140$. If you don't believe me about the streamers giving kycd accounts just try it yourself on Sponsored stake streams

Dear Michal, 

We take allegations of regulatory non-compliance or misuse of our verification processes with the utmost seriousness. From the moment the complainant raised this concern, we have thoroughly explained our Terms of Service and reiterated the details provided in our previous response. We have robust measures in place to address such matters, and as part of this process, we have requested the user to submit all relevant evidence to our dedicated team. We are currently awaiting their response.

Additionally, we emphasize that our platform operates strictly within legal boundaries, upholding a strong commitment to ethical practices. Under no circumstances do we engage in or condone any illegal activities.

Kind regards, 

I no longer have the messages so cannot provide proof . My telegram account where I had the proof has been deleted. Also I don't want to cause any issues for streamers I just want my money out.

Thank you for your clarification, Stake Casino Team.

Dear TrulyDegen,

We are unable to validate your accusation without you providing us the supporting evidence. Conversely, I must acknowledge the casino team's assertion that each player is required to be the rightful owner of their casino account and must complete the KYC process when requested. It is a standard practice in the industry to prohibit the transfer or sale of accounts to anyone other than the original account holder. While we anticipate that the casino security team will identify such activities promptly, but the high volume of accounts may delay the more comprehensive KYC process for a certain account, leading to the discovery of any irregularities only at a later stage, which seems to be the case here.

I'm afraid I won't be able to help you with this case, as you confirmed you have gained access and played in someone else's account. It is essential to obtain clear authorization from the casino team before proceeding with such actions. Do you possess any such authorization?

The streamer that stake pays millions of $ every month must have authorization from stake to do this on their stream with over 5000 people watching. Even if I broke the Terms of Service ( i didn't) how does stake have the right to hold my money?? . I can show proof that every single deposit came from my binance account and show proof for every single withdrawal. They can't hold my money.

And if stake really wanted proof or if you want proof you could go to the stake streamers live stream and ask in their chat for help to make a stake account . The streamer will tell you that the mods will help you with an account.

Dear TrulyDegen,

While I would like to help, you need to please understand that without any supporting evidence on your part, we cannot confront the casino team with your accusations. Do you have any authorization from the Stake team confirming that you are permitted to use an account registered under someone else’s name? If so, please share that with me.

I acknowledge that the casino's security team is expected to promptly identify any discrepancies or suspicious activities, it is also possible that certain irregularities may only come to light at a later stage, as outlined in the reasons previously mentioned.

Although I am not saying that some streamers might indeed transfer or sell their casino accounts to other people (we cannot really check this as there are hundreds or maybe even thousands of various streamers that promote various casinos), so far I have not come across a situation where a legit, licensed casino would accept the breach of the fundamental industry standard rule, which is that every player must have only one account, and this must be registered under their own name.

Just let me withdraw my funds then . They have no right to keep my money

Dear TrulyDegen,  

Regrettably, we must inform you that we cannot advance your case any further. As you have acknowledged, the account in question was established and verified by another individual. You have not presented any authorization from the Stake team confirming that you are permitted to use an account registered under someone else’s name.

As previously stated, it is a common industry standard to restrict the transfer or sale of accounts. Your actions seem to contravene the Stake Casino rules 4.14 and 14.1. 

Additionally as mentioned in rule 4.8

Based on all the above I have no other choice than to close your complaint as rejected. If I'm not mistaken the casino team has offered you the opportunity to complete the KYC process, which requires you to submit all relevant information and documentation associated with your name. The decision regarding your access to their services following the successful completion of the KYC rests entirely with the casino team; regrettably, this is beyond our control, and there is nothing we can do about this. Ultimately, this matter is at the discretion of the casino.

I will now proceed with closing your complaint. I understand this may not be the outcome you were hoping for, but after careful consideration, we must uphold the casino’s decision in this case.

I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru