The player's account got blocked after the player reported a security breach. According to the player, a part of his winnings was withdrawn to an unknown wallet. We ended up rejecting the complaint since it was the player's login data that was compromised but the casino account wasn't hacked. The casino can't be held responsible if the player's personal information was stolen.
Stake Casino - The player's account got blocked.
Amount: €2,000
Stake Casino
Safety Index:Above averageSafety Index
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7.9
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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2 years ago
Translation
The day before yesterday I wasted 2000€ without any problems.
The account suddenly got blocked yesterday.
Customer support statement: I would have been permanently blocked and that cannot be undone. When I asked when I reported that, I got the same answer.
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2 years ago
Hello Donnyduck888,
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 how many withdrawals did you process in the casino? Did the casino explain the reason behind closing your account? Did you have any remaining balance on your account when it got closed?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
The casino processed all withdrawals that were requested.
If I add everything up, I get a plus of about 2500€ in the casino (including all deposits and withdrawals)
Theoretically around €10,500, but €8,000 was stolen from me by an unauthorized person. This is also the reason for my second complaint.
Yes, I still have around €20 in the safe.
The only reason given was that it is permanently locked and cannot be undone. (Although it's not actually locked, just put in "Withdraw Only Mode".
I was also informed that I had commissioned it.
When I asked when I would have reported this, I got the same answer as above.
Then I sent an email to the casino address, which was never answered.
After I then insulted the support, I was blocked from accessing the chat 😅
I can see everything else though.
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2 years ago
Hello Donnyduck888,
Could you please clarify a few things as the case is not entirely clear for me -
What was your balance when it got closed?
Did you process any withdrawal since it's closed?
What do you mean that money was stolen by unauthorized person - did the balance disappear from your account?
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2 years ago
Translation
Hi
The balance was around €20, which is in the vault and cannot be withdrawn because the account has been put into "Withdraw Only" mode.
No, I have not made a withdrawal.
The money has not disappeared, the money has been transferred to a BTC address, everything can be tracked in the account. 
At that time it was about 8200€
And that despite 2FA
I was just during a game when I was suddenly kicked out of the account, so when I logged back in, the money was already debited.
Kind regards
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2 years ago
Hello Donnyduck888,
Is it also visible to which BTC address was the money sent? If yes, please forward it as well.
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2 years ago
Translation
The approximately €2,000 was transferred to this address.
bc1qs6xkwhwksrh2u2yp8xkhq3q6jjmpuwj8nzt5jp
To this address the approx. 6000€
bc1quqf8jlyphzcnlvxfyy0hqqy99s9u0wv9favmvr
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2 years ago
Thank you Donnyduck888,
As we still need more information but more likely from the casino, I will now forward your complaint to my colleague Peter who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hi Donnyduck888,
I'm taking over your complaint. Could you please clarify one thing? What exactly is the issue here? Is it that you asked for a self-exclusion and in spite of that you were able to make deposits or the fact that your account is now blocked with a positive balance?
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2 years ago
Translation
I have not requested self-exclusion. Despite this, the account was blocked for precisely this reason.
This is about the blocking of the account and the stolen 8000 euros that were debited to 2 unknown btc addresses.
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2 years ago
Thank you Donnyduck888 for the clarification,
I will contact the casino and see if I can help. I would like to invite Stake Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Dear Casino Guru,
Following Donnyduck888 compliant, Stake hereby presents its formal response to the same.
The player reached Stake on the 28th of May 2022 informing us that his account was hacked and that someone stole around € 8.000. Having received the player complaint, Stake assessed the player account in order to understand what happened and verified that:
a) There was no security breach on the player account; and
b) All sessions were done through the use of login information and 2FA.
Having finished his assessment, Stake informed the player that most probably his personal e-mail got hacked and consequently someone gained access to his stake account by hacking his e-mail. We also advised the player to run a search on his player e-mail at https://haveibeenpwned.com/ since when we did so, we found out that the player's e-mail and personal information has been licked multiple times through different websites.
As you can understand, the player's personal e-mail is out of Stake control, and Stake has no control or access to the same. Accordingly, Stake cannot be liable for any security breach of the player's e-mail, being it due to a lack of care of the player or of the e-mail service provider. Furthermore, as stated in clause 3 of the Terms of Service, the player is exclusively responsible to ensure that its login details are kept securely.
We hope the above explanation can help clarify any doubts you might have regarding this complaint.
Best regards,
Stake
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2 years ago
Translation
With that, Stake didn't explain why they permanently closed my account 2 weeks later.
In addition, this explanation is a standard answer that anyone can use as an excuse. So typical excuse.
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2 years ago
Hi all,
Thank you your replies.
Dear Donnyduck888,
If your personal email was compromised, I'm afraid, there's nothing we or the casino can do about it. I can only suggest being more careful in the future to avoid situations like this.
Dear Stake Casino Team,
Was there any balance left when the player's account was blocked?
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2 years ago
Translation
Just because my email address may have been compromised does not explain why the 2FA could be cracked.
Because one has nothing to do with the other.
In addition, the 2FA was cracked twice. Because once to get into my account and the second time to get into my vault.
And since we both know that a 2FA can only be used for a short time before the code is renewed, the statement that it is up to my mail is probably absolutely wrong.
So what does this have to do with my email address?
In addition, I play in many more casinos and my money was only stolen at Stake.
Everything goes through the same email address.
And lastly, stake didn't explain why they locked the account.
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2 years ago
Translation
Recently, Stake is in the process of removing my bad review about their store on Trustpilot, just so no one knows the truth...
However, so far without success...
I'm really sorry... 🙂
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2 years ago
Dear Casino Guru,
As you might understand, the player 2FA was linked to the player's e-mail. This means that being the player's e-mail compromised, anyone could have access to all the codes for the 2FA. Once again we notice that we do not control the player's e-mail nor do we have any control over the security of the same.
The player should have been more careful with his personal data, specifically his e-mail account since the same was linked to his account at Stake.
Regarding the reason why the player account was blocked, the same was mentioned to the player in our last conversation. The reason was due to suspicions of gambling addiction and aggressive and offensive behavior toward our customer support team.
Best Regards,
Stake
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2 years ago
Translation
I didn't even know that my 2FA codes are stored on my email address.
That would be new to me.
And again an excuse presented here by Stake to avoid liability.
My 2FA codes run on a stand alone phone with nothing else installed.
So back to the question. What does the mail have to do with the codes that change every 30 seconds.
Really nothing...
As already mentioned above, Stake is the only store where I was hacked, because if someone really had access to my data, everything would be gone and not just Stake's €8300.
So either Stake took the money itself when there wasn't a security breach, or Stake just covers up the security breach.
So Stake already told me the reason for the account closure?!
So I'm going to ask Stake to provide evidence to support this claim.
It wasn't mentioned here in the forum. And in the chat I was dumped with the following answers:
... that it is permanently locked and it cannot be undone.
I was also informed that I had commissioned it myself.
When asked when I reported this, I got the same answer as above that it's permanently blocked and it can't be undone.
In addition, I ask myself why the account was reopened at all after the reported theft of around €8300? Because I sent the insults to your general manager back then, after he told me that I would never see the money again and that he was not aware of any guilt. But it was probably even more important to grab all my personal data, pocket another 1000€ from me and then make off with it.
And on the subject of gambling addiction:
Oh, so you wanted to protect me? Before what please? So I don't win even more? In case you forgot, I am currently about 4574.01€ plus (about 12874.01€ if you count the stolen money)
So where does the gambling addiction come from here?
I would be interested to know how many players are really automatically banned from Stake due to gambling addiction? Probably nobody, because those are losses that Stake would then make.
So please stop taking everyone for a fool.
As Casino-Guru will now surely find out, Stake's statements do not agree here.
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2 years ago
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And something else.
The Trustpilot rating will remain no matter how many times you try to remove it. And if you do manage to do it, because I might not be able to present proof in 3 days, it will simply be written again. So just save yourself the trouble...
Or justify me why you want to delete them?
After all, it is the truth. And the truth can be published on the Internet.
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2 years ago
Hi all, we will discuss this issue internally and I will get back to you ASAP.
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2 years ago
Dear Donnyduck888,
As I mentioned above, the casino can't be held responsible for the security breach of your email, login, password, etc. From a technical point of view, the casino acted correctly.
Dear Stake Casino,
What happened to the player's balance after you blocked his account?
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2 years ago
Translation
A 2FA authentication cannot be hacked just like that. And especially not twice within a few minutes. After all, the 2FA codes run via my mobile phone and not via the email address.
And you know that as well as I do. But of course it is easier to stand behind the casino than behind the players.
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2 years ago
I'm afraid that doesn't really change anything. The casino has nothing to do with your phone or the 2FA codes. Was there any balance left in your account after it was blocked?
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2 years ago
Translation
The casino doesn't need 2FA to get my money. It can just take off like that.
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2 years ago
Dear Casino Guru,
As mentioned above in our comments, we have assessed the case and we did not find any security breach on the player account. Also, Stake cannot be liable for the fact that a third party hacked the player's e-mail, phone, or app and stole his login information. Stake even informs its players to be careful of this kind of event on its Terms of Services.
Accordingly, we understand that we shall not be liable in this case.
Best,
Stake
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2 years ago
Translation
The same excuses over and over again in case nobody here notices. But that's stake.
CHEATER
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2 years ago
Dear Stake Casino,
I agree that you are not responsible for the breach of the player's account. However, could you please reply to my question I asked twice already? Was there any balance left in the account? How much was it and what happened to the balance?
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2 years ago
Translation
They only answer what they want. And that's never the whole facts, a blind man with a cane can see that.
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2 years ago
Dear Casino Guro,
As mentioned before the account is blocked. Right now the account has a balance of 1,80 USD.
Best regards,
Stake
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2 years ago
Translation
Plus the remaining €8300 stolen from stake. Because you can only stake the money either. It's a very simple thing:
No security breach detected.
So it was an employee. It's obvious then.
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2 years ago
Thank you Stake Casino team for your reply.
Dear Donnyduck888,
Since the balance in your account is very low ($1,80), you most probably wouldn't be able to withdraw it due to fees. I'm afraid your complaint will be rejected. As stated above, the casino can't be held responsible for the security breach of your email, login, password, etc. I recommend being more careful with your personal information in the future since there are a lot of fraudsters online waiting to steal people's money. You can read more here: https://www.imperva.com/learn/application-security/phishing-attack-scam/. I wish I could be of more help.
Best regards,
Peter
