Stake Casino - The player's unable to withdraw her balance.

I verified my account to level 2 deposited verified to 3 and after I won 3300 they are accusing me of being my husband because my husband deposited on the site and banned himself they are excusing me of being him because we share an email that’s the same for our e transfer since it’s a shared bank account and won’t withdraw

Hello Ptcondo123,

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 who is the owner of the account you used to deposit - does it have 1 specific owner or both of you are owners? Could you please advise why did your husband ban himself from the casino - is he self-excluded? Is your balance generated with real money or bonus money?

Looking forward to your answer.

Regards,

Nick

I am the owner of the stake account we share the same bank account in our both names, he banned himself because he didn’t want to play on the site anymore he did self excluded but I didn’t know that. No bonus money

In Canada e-transfers can be sent by a shared bank account but can only have one email that doesn’t break any rules and all payments are handled by a 3 party I didn’t violate any terms. Stake just didn’t want to pay

Hello Ptcondo123,

Can you please forward a document where it is visible that you are the owner of the payment method you used to deposit into the casino?

Also if you have saved the communication with the casino forward it too to nikolas.b@casino.guru.

I will send it, now the issue is my payment is proved but now they want a marriage certificate from me but I am not married I am common law I never said I was married I just refer to him as my husband because boyfriend just sounds strange.

Thank you Ptcondo123 for the provided information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Ptcondo123,

This is Tomas and from now on, I will be assisting you with this case. I would like to ask if you could provide us with relevant evidence confirming that at the time of the deposit, you've had permission for doing transactions in your name since it's a shared bank account. On the screenshot you have provided, we can only see the name of the bank account which doesn't prove you're one of the account holders.

If you can provide us with a such document, we expect a satisfactory resolution for both parties.

Thank you.

Kind regards,

Tomas

Sounds great! Could you be more specific with what evidence only so it makes it easier for all parties involved so when I show them something they don’t just say no good

Hi Ptcondo123, I would suggest you contact your bank and ask them if they could provide you with some sort of an official document on which is visible that you are the account holder and that you have permission for doing transactions. We need to prove to the casino that at the time of the deposit, you were the person who made that deposit and that you've had permission for doing so, to avoid the suspicion that your partner who is self-excluded, is playing on your behalf.

Let us know what you can get so we can discuss the case with the casino.

Thank you.

Kind regards,

Tomas

Dear Ptcondo123,

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.

Sending you a statement with both names

Hello Tomas I do not have your email I will forward my info to nick hopefully he can send it to you

Dear Stake Casino,

The player supplied evidence showing that she is one of the holders of this bank account, as it is a joint bank account. Consequently, it is admissible that the player made the deposit in question. As the player is not married, would it be sufficient for her to provide a bank statement instead of a marriage certificate?

Please let us know how the player should proceed in order to get her account verified.

Thank you very much.

Kind regards,

Tomas

Dear Casino Guru,

Following the player's complaint, please find our formal response.

After assessing the player account we verified that on 08/10/2022, the player open a Stake account " Ptcondo123" and identified herself as P**** T*****. It happens that when trying to deposit, the same was flagged since it was done through a third-party account that belongs to P***** M****. When analyzing the deposit flag we also noticed that the bank account used to deposit belonged to another player account "Ilikrice" and raised suspicions of multiple accounts.

Before this case, we requested the player to provide additional information to understand the connection between the accounts and ensure that the person using the account Ptcondo123 was not the same that was operating the account Ilikerice. Since the player refused to provide additional information, we opted to block the player's account based on the suspicion of multiple accounts and the fact that the player breached Stake terms of service, since he tried to make deposits using third-party payment methods (Clauses 5 and 7).

Please let us know if you need us to share any evidence through e-mail.

Best,

Stake

Dear all,

Upon internal communication with the player and casino's representative separately, we are now waiting for the player to provide the casino with the bank statement in its original format, where all necessary details will be visible.

I will now extend the timer for an additional seven days. Please continue to keep us updated on any developments.

Best wishes,

Tomas

Thank you to Tomas for all the help and getting me my complete withdraw

Dear Ptcondo123,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation, and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

I also want to thank the Stake Casino team for their fair approach and cooperation.

Kind regards,

Tomas