The player from Germany is having difficulties withdrawing his winnings due to an incomplete KYC process. We rejected the complaint in our system because we have assumed that the issue got resolved by 3rd party.
Stakers Casino - Player is struggling to complete KYC.
Amount: €4,800
Stakers Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
I won a total of 4800 euros on December 30, 2019. Then I wanted to withdraw and put my account in a time-out. Then my payment was canceled and my account should be verified again. This is about the source of wealth. I also uploaded my pay slips and the bank statements of the last 3 months. The verification is still ongoing. LiveChat cannot provide information on how long it will take. Wait 11 days now and I will only stop!
Automatic translation:
Public
Public
4 years ago
Dear Frank,
Thank you for submitting your complaint. I’m very sorry to hear about your problem. Please, understand that the verification process is a complex one. The casino wants to make sure that they send the winnings to the rightful owner, and several steps are required to complete this thorough process. It is nothing unusual if it takes 7-10 working days. The delay might be caused by the fact that the holiday season has just finished. Could you confirm that this is your first attempt at a withdrawal at this casino? What payment method did you opt for? I’m waiting for your reply patiently.
Best regards,
Petronela
Public
Public
4 years ago
Translation
Hi there! No. I paid out before! Today, after 14 days, I was told that Stakers suspected that I would be playing any strategy! I have no idea what that should be and how it works!
Thanks for your help
Edited
Automatic translation:
Public
Public
4 years ago
Dear Frank,
Please could you forward me the email in which you have been accused of using a strategy while playing? My email address is petronela.k@casino.guru. Thank you in advance.
Public
Public
4 years ago
Translation
Dear Petronela,
unfortunately I only have the chat history! I just sent it to you.
Thank you very much
Edited
Automatic translation:
Public
Public
4 years ago
Dear Frank,
Thank you very much for your quick reply and for forwarding all the relevant communication.
I would like to emphasize that according to our Casino Guru Gambling codex https://casino.guru/fair-gambling-codex-for-casinos (point 8), we believe that forbidding betting patterns is unacceptable.
I contacted the casino regarding this issue. Hopefully, we will receive a response soon and sort this case to your satisfaction.
Stakers Casino, please could you advise? Thank you in advance for your reply.
Public
Public
4 years ago
We would like to ask the Stakers Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
Public
Public
4 years ago
We haven’t received any response from the casino regarding the issue (after numerous attempts to get in touch).
@Dear Frank,
I’m very sorry I couldn’t help you to resolve this issue. If you still wish to continue with this case, I would recommend contacting Malta Gaming Authority. In order to proceed with reaching out to the Licensing Authority, please use the link below:
https://www.mga.org.mt/support/online-gaming-support/
If you need any help completing the form, please do not hesitate to contact me anytime (petronela.k@casino.guru). Please keep me updated. Thank you very much.
Public
Public
4 years ago
Translation
Hi there!
Thank you for your effort!
It's a shame you can't help me! The MGA has already been informed!
Since the casino does not answer, it is obvious that this casino uses dubious and criminal methods! The casino simply blocks users arbitrarily from a winning amount in the 4-digit range! This casino is not recommended to anyone! I can only advise everyone not to be tempted by any bonus offers! The Stakers Limited Casino is cheating !!!
I hope Casino Guru will take this into account when rating this casino and blacklist the casino!
Thank you very much
Edited
Automatic translation:
Public
Public
4 years ago
Dear Frank,
Once again, I’m sorry I couldn’t help you to resolve this case. I will leave this complaint opened for one month. Could you please keep me updated regarding the outcome from MGA? During this period, if there is no answer from you, I will assume that your case got resolved and I’ll close this complaint as "rejected". If there is anything, I could help you with, do not hesitate to contact me. I wish you best of luck.
