The player from the UK reported that his account had been closed without an explanation shortly after it was created. His deposited and earned funds, which totalled £15, remained within the inaccessible account. The player stated that he believed his account had been verified and he had made a deposit on the same day the account was created. However, the player did not respond to further inquiries from the Complaints Team regarding any possible evidence of account verification or potential exclusions on sister sites or licenses. As a result, we were unable to further investigate and had to reject the complaint due to lack of response from the player.
Stake Casino UK - Unexpected account closure for UK player.
Amount: £15
Stake Casino UK
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
I created my account in the morning on Friday the 29th by the afternoon I came home from work and my account has been closed with no explanation and my funds are still held within the account, I do not understand why this has happened as I don’t believe I have broken any terms of service, I only deposited £10 to start with and got my earnings up to £15 playing mine sheeper, and now I can’t access my account
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7 months ago
Hello Shxdww,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stake Casino UK. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you ever deposit into the casino or you have bonus balance there? When was the last time you spoke to the casino and what was it about? Did you receive any information regarding the account closure from them?
Looking forward to your answer.
Regards,
Nick
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7 months ago
Hi Nick, the account to my knowledge had been verified shortly after account creation. The first time I deposited was that same morning and they’re was no bonus added to the account, I didn’t get any information about the account closure until I tried to log in, when I was greeted with an email that said my account had been suspended and closed.
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7 months ago
Hello Shxdww,
Is there any evidence of the verification? Did you forward them any kind of documents to process it? What did the casino respond when you asked them regarding the account closure?
Can you please advise if you are excluded in any possible sister site or licenses?
