Stake7 Casino - Player's account was blocked and his winnings were confiscated.

Three years ago, I began playing at a casino referred to as Stake7. After a few deposits, the casino gave me winnings amounting to 2,000 euros. I decided to increase my stake, which eventually led to my winnings amounting to 5,000 euros. From there, I decided to withdraw a sum of 4,500 euros. Later that day, I decided to play again with the remaining 500 euros in my account, but when I opened my account, my money had been returned to me. After writing two emails, I received a response stating that I can't withdraw amounts greater than 2,000 euros. Consequently, I continued to play and my winnings increased to 7,000 euros. Following this, I initiated three transactions worth 2,000 euros each and one worth 1,000 euros. After two days, I decided to log into my account again, but was unable to do so. My account had been closed without my knowledge and my winnings were not paid out.

Dear nsuvandzhiev, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

Have you received any explanation as to why your account was blocked?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Hello

I have not made a successful withdrawal

I never received an answer as to why my account was closed

At the moment there is no way to confirm for KYC verification.. after opening my account all verifications and all the documents required of me were done immediately

Could you kindly specify when exactly you requested your withdrawals and when exactly was your account blocked?

This case is from 2021 ..exact month I can't tell you right now I have to check my emails ..but within 3 days this happens ..I make a withdrawal then they put it back in my account then I try again for withdrawing by absolutely respecting the limit which is up to 2 thousand euro transaction /3*2000 and 1*1000/ and from that moment on my account was blocked, I think it was the month of November.

I apologize, nsuvandzhiev, but we regret to inform you that we cannot assist you with your request. As it has been more than a year since the initial request was made, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.

Due to the aforementioned reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.