Home Complaints Stakers Casino - Player’s winnings were voided, and the account closed.

Amount: €2,000

Stakers Casino - Player’s winnings were voided, and the account closed.

4.4/10 Bad reputation Submitted: 26 Jan 2020 | Unresolved : 20.02.2020
Our verdict

Justified complaint

UNRESOLVED

Case summary

172 days ago - 20 Feb 2020

The player requested a withdrawal of €2,000. The casino requested proof of his source of income, which the player provided as requested. However, because of the source of income, the casino closed the player’s account. We closed the complaint as ‘unresolved’ because the casino failed to reply.

Written by Kristína
Casino analyst and complaint specialist
Public
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Hello dear CasinoGuru team,

I have the following problem with Stakers Casino. In the past few weeks, I have again paid into the casino in question, played and sometimes had it withdrawn. Which also worked without problems. Now I won a little over € 2000 a week ago and wanted to withdraw € 2000.

I then received an email from Stakers Support asking them to determine my source of wealth (SoW) and to send the necessary documents. Meanwhile, my account was "frozen". No problem, I understand the measures, so I sent them my bank statements of the past 3 months and proof of income.

Since I am currently looking for a job, these were the following documents:

- Benefits claim labor market service AMS (unemployment benefit)

- 3 bank statements (on which the benefits from the AMS of the last 3 months can be seen)

Two days ago I received an email that I still have a PDF copy of my bank statement for January as well as documents that your source of income should send for December-January. Since I have been receiving so-called emergency help from the labor market service instead of unemployment benefit since 23.12.2019, I naturally sent this proof. This also shows that I am entitled to emergency aid until 20.12.2020 if I cannot find any work in time.

(Brief explanation of emergency assistance: If you have been unemployed in Austria for longer than 6 months, you will automatically receive emergency assistance instead of unemployment benefit from the 7th month. For me, instead of € 33.85 daily unemployment benefit (approx. € 1050 per month) € 31.14 daily emergency aid (approx. € 965 per month), which is not even € 90 less than before.

In response, I received the following from Stakers Support:

Dear Mr. Peterka,

We hope you're well.

We regret to inform you that we cannot continue with your SoW verification because emergency aid cannot be considered as the source of income.

We would like to inform you that your Stakers account has been closed.

If you have further questions or need help, please do not hesitate to contact us again.

Since then, I have no longer been able to access my account and there is no response from support when I asked for a more detailed explanation of why it cannot be regarded as a source of income.

Although it is "only" 2000 € I hope you can help me with this if you have contact with the Stakers Casino.

Unfortunately I could not find out what you calculated for your help, but as long as it does not cost more than 2000 € and I at least get out with +/- 0 € I would be happy if you could at least provide me with clarification and possibly the casino at a case similar to mine accepts the documents and saves another player something like that.

Thank you in advance for your time and I hope we hear from each other.

Sincerely yours,

Peterka Harald

Automatic translation
Public

Dear Harald,

Thank you for submitting your complaint. I am very sorry to hear about your problem with the casino. First of all, we offer our help to resolve complaints for free. We try our best to find a solution for every issue players come across, without asking for a fee. 

This is a very specific case, but we believe that if they were able to accept your deposits, they should also pay out your winnings. I will contact the casino and hopefully I will be able to help you.

Thank you for being patient.

Best regards,

Kristina

Public

We would like to ask Stakers Casino to comment on this case. We believe, that if the casino accepted deposits from the player with this type of income, the casino should consider paying him out.

Public

Hi Kristina,

 

first i would like to say thank you for trying to help me with my problem.  I hope you have more luck than me and you will get an answer from the support. When i try to contact the "support" from Stakers i don't even get an answer anymore. 

 

The crazy thing about this is that my requested withdrawal from 600€ on the 14th January 2020 was pard out without any troubles! And 4 days later i requested the 2000€ for withdrawal and the troubles began. That make no sense to me that they closed my account and DELETED! my Money. They did not even gave me my deposits back... this could not be right. But i think we don't have any chance ... 

Will it make sense to involve the MGA and tell them about my case? 

 

If you need more informations that could be interesting for you (maybe the documents i sent to stakers for verification and Source of wealth or the E-mails i wrote with the Support.....) just tell me and i will send them to you! 

 

Thank you and have a nice day,

with best regards

Harald

Public

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’.

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No one will report back there, I think. A cheek how such a casino can get an MGA license ...

Automatic translation
Public

Hello Harald,

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively impact the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

 

The casino can reopen this complaint anytime.