[SOLVED] Self excluded from Stake - but cannot make withdrawal.

[mrbond045]

Hi, I have self excluded my account on stake.com.

I would like to make withdrawal, but get this error "You are not allowed to do that".

The amount is 0.00615500 BTC

In theory, it should be allowed to make withdrawal even if you are self-excluded by having support do it manually for you. Or am I wrong?

I have contacted support and they believe that it is not possible to make withdrawals  

Should I just leave the amount there and do nothing?

I hope someone from Stake support reads this.

There must be a solution?

[acroman08]

you should post this on their ANN thread. stunna(their forum representative) might be able to help you with your case.

I read their self-exclusion policy and it does say there that "if requested or if they deemed it necessary all the remaining funds on your account will be manually returned to you." their exclusion policy also says that "you are not allowed to leave any balance on your account during your exclusion time. you will also not be allowed to access your account and make withdrawals during your exclusion time". so yeah, base on their self-exclusion policy. you should be able to get your funds if you request for it on their support.

[mrbond045]

you should post this on their ANN thread. stunna(their forum representative) might be able to help you with your case.

I read their self-exclusion policy and it does say there that "if requested or if they deemed it necessary all the remaining funds on your account will be manually returned to you." their exclusion policy also says that "you are not allowed to leave any balance on your account during your exclusion time. you will also not be allowed to access your account and make withdrawals during your exclusion time". so yeah, base on their self-exclusion policy. you should be able to get your funds if you request for it on their support.

I have now sent a complaint to complaints@stake.com. I agree that it should be possible to request a withdrawal.

I will update this thread as soon as I receive a response from the complaint.

[Tessnik]

On rear occasion, you will have your withdrawal process manually by support but that is possible only if you open the withdrawal ticket before your account exclusion tickets.
But if that you already request your account to be closed before trying to withdraw, you get your account close and may not be able to withdraw from it.

[Mahdirakib]

I read their self-exclusion policy and it does say there that "if requested or if they deemed it necessary all the remaining funds on your account will be manually returned to you." their exclusion policy also says that "you are not allowed to leave any balance on your account during your exclusion time. you will also not be allowed to access your account and make withdrawals during your exclusion time". so yeah, base on their self-exclusion policy. you should be able to get your funds if you request for it on their support.

Don't you think the rules are a bit complicated? The first part means that he can receive his funds manually while he will go through the self-exclusion process. And the second part means that he won't be able to receive his funds during self-exclusion period. OP said he has self excluded his account. So he is in the second situation now. But I'm wondering why he hasn't withdrawn his account balance before requesting the self-exclusion.

@mrbond045, have you received the amount from any bonuses or promotions? I am interested to know that how it will be handled.

[mrbond045]

I read their self-exclusion policy and it does say there that "if requested or if they deemed it necessary all the remaining funds on your account will be manually returned to you." their exclusion policy also says that "you are not allowed to leave any balance on your account during your exclusion time. you will also not be allowed to access your account and make withdrawals during your exclusion time". so yeah, base on their self-exclusion policy. you should be able to get your funds if you request for it on their support.

Don't you think the rules are a bit complicated? The first part means that he can receive his funds manually while he will go through the self-exclusion process. And the second part means that he won't be able to receive his funds during self-exclusion period. OP said he has self excluded his account. So he is in the second situation now. But I'm wondering why he hasn't withdrawn his account balance before requesting the self-exclusion.

@mrbond045, have you received the amount from any bonuses or promotions? I am interested to know that how it will be handled.

I just forgot that I had BTC in Vault before I closed the account. No, this is not from bonuses or promotions. This is an amount that I myself have put into Vault.

I can log in, but I can not do anything on the site. Can only see the balance and the usual. I get an error message if I try to make a withdrawal for example. But I was told by support that I should send an email to complaints.

I would also add that I had to close the account without thinking about anything else because I was at risk of losing even more.

[Beparanf]

I read their self-exclusion policy and it does say there that "if requested or if they deemed it necessary all the remaining funds on your account will be manually returned to you." their exclusion policy also says that "you are not allowed to leave any balance on your account during your exclusion time. you will also not be allowed to access your account and make withdrawals during your exclusion time". so yeah, base on their self-exclusion policy. you should be able to get your funds if you request for it on their support.

Don't you think the rules are a bit complicated? The first part means that he can receive his funds manually while he will go through the self-exclusion process. And the second part means that he won't be able to receive his funds during self-exclusion period. OP said he has self excluded his account. So he is in the second situation now. But I'm wondering why he hasn't withdrawn his account balance before requesting the self-exclusion.

He just omitted some content of the policy that makes it looks complicated, Simply a user can't request to withdraw or access full function of the Casino once the temporary self-exclusion is already initiated until the time period for temporary self exclusion is over. But in case the user decided to permanently self exclude his account, All his balance including active bets will be send to the owners wallet before his account put in permanent closed.

If the OP above request for a temporary self exclusion, I think this answer already the question.

Requests made via our Chat function will not be actioned. However, a customer support agent will direct you to our customer support email service.

[YOSHIE]

I don't see you doing, the suggestion said by @acroman08, like the suggestion below.

you should post this on their ANN thread. stunna(their forum representative) might be able to help you with your case.

If you do in their thread @stunna, it's faster to respond to the problem you are currently facing, than create a new thread, maybe @stunna didn't get to see this thread.

Cases like this only they can solve, they have control in things like this, of course with the conditions they have set, I'm sure every gambling site has a way to solve problems that will arise from its participants in the future.

[robelneo]

I don't see you doing, the suggestion said by @acroman08, like the suggestion below.

you should post this on their ANN thread. stunna(their forum representative) might be able to help you with your case.

If you do in their thread @stunna, it's faster to respond to the problem you are currently facing, than create a new thread, maybe @stunna didn't get to see this thread.

Cases like this only they can solve, they have control in things like this, of course with the conditions they have set, I'm sure every gambling site has a way to solve problems that will arise from its participants in the future.

Stunna last log in here was five days ago 

Name:   Stunna Last Active:   October 13, 2021, 06:30:36 AM

I also recommend that he pm Stunna he might log in anytime, and for reference also, I understand that you already sent an email to the official complaint address which is good hope you get your issue resolve and hopefully it's sooner so people will have no doubt on the reputation of Stake.com

[mirakal]

There's nothing you can do because you are guided by the rules when you apply for your account to get self- excluded.
It's written in the rules that you cannot touch your balance when you are under "self exclusion", so you made a mistake here, you should withdraw your balance first before you get your account self excluded.

read carefully again the rules
https://stake.com/policies/self-exclusion

[brassnuts]

There's nothing you can do because you are guided by the rules when you apply for your account to get self- excluded.
It's written in the rules that you cannot touch your balance when you are under "self exclusion", so you made a mistake here, you should withdraw your balance first before you get your account self excluded.

read carefully again the rules
https://stake.com/policies/self-exclusion

There is no mistake here. I have seen many instances of self exclusion on many different sites in the industry. People more often than not, actually leave a balance when they self exclude. The money is sometimes automatically returned or you message the site and the process it manually.

To think that a self excluded player can never ever withdraw their balance after self excluding is absurd, albeit that they cannot actually instigate the withdrawal themselves.

You will get your money OP.

[Silberman]

There's nothing you can do because you are guided by the rules when you apply for your account to get self- excluded.
It's written in the rules that you cannot touch your balance when you are under "self exclusion", so you made a mistake here, you should withdraw your balance first before you get your account self excluded.

read carefully again the rules
https://stake.com/policies/self-exclusion

There is no mistake here. I have seen many instances of self exclusion on many different sites in the industry. People more often than not, actually leave a balance when they self exclude. The money is sometimes automatically returned or you message the site and the process it manually.

To think that a self excluded player can never ever withdraw their balance after self excluding is absurd, albeit that they cannot actually instigate the withdrawal themselves.

You will get your money OP.

I think that what he means and what I understand as well by reading their rules is that before a period of self-exclusion players should get all their money out of the casino, because otherwise automatic withdrawals, the ones we all experiment while we play at the casino, are going to be disallowed, however in the case of someone like the OP that left some money in his account the right procedure is to contact support so a manual withdrawal is allowed, so I do not see anything here that goes against what it is directly stated on the rules and as such the OP will get his money eventually.

[shasan]

In theory, it should be allowed to make withdrawal even if you are self-excluded by having support do it manually for you. Or am I wrong?

I have contacted support and they believe that it is not possible to make withdrawals  Huh

Should I just leave the amount there and do nothing?

If you self excluded then you should wait until the self excluded time expire to withdraw your fund. I think You are unable to withdraw the fund before the expiration of the self excluded time. So, you should not leave the amount you should just wait to withdraw the fund after expiration of the self excluded time.

[Haunebu]

This is definitely an odd case. I don't understand why support stated that you cannot withdraw your funds. Personally, I know people who self-excluded themselves and had zero issues accessing their funds on popular sites like Stake.

It is possible that you contacted a customer support agent who had little knowledge about self-exclusion and any rules related to it which is why I advise trying to contact them again and again until your problem gets solved op.

You could also continue trying to contact their representatives on this forum though this is the slower route when compared to contacting customer support on their site.

[freedomgo]

This is definitely an odd case. I don't understand why support stated that you cannot withdraw your funds. Personally, I know people who self-excluded themselves and had zero issues accessing their funds on popular sites like Stake.

It is possible that you contacted a customer support agent who had little knowledge about self-exclusion and any rules related to it which is why I advise trying to contact them again and again until your problem gets solved op.

You could also continue trying to contact their representatives on this forum though this is the slower route when compared to contacting customer support on their site.

I think these are the rules that would answer the concern of OP.

You are not permitted to leave any balance in your account during a self-exclusion time period. You will not be able to access your account to withdraw any funds during your requested self-exclusion.

https://stake.com/policies/self-exclusion

Therefore you should have no funds in your account once you go for the self-exclusion, so it's a bit confusing why OP cannot withdraw his balance. Maybe contacting them directly will solve the problem or posting on the ANN thread as there might be some gamblers who experience the same so we can also hear their side and the steps they make to solve their problem.

[Saint-loup]

I read their self-exclusion policy and it does say there that "if requested or if they deemed it necessary all the remaining funds on your account will be manually returned to you." their exclusion policy also says that "you are not allowed to leave any balance on your account during your exclusion time. you will also not be allowed to access your account and make withdrawals during your exclusion time". so yeah, base on their self-exclusion policy. you should be able to get your funds if you request for it on their support.

Don't you think the rules are a bit complicated? The first part means that he can receive his funds manually while he will go through the self-exclusion process. And the second part means that he won't be able to receive his funds during self-exclusion period. OP said he has self excluded his account. So he is in the second situation now. But I'm wondering why he hasn't withdrawn his account balance before requesting the self-exclusion.

@mrbond045, have you received the amount from any bonuses or promotions? I am interested to know that how it will be handled.

I just forgot that I had BTC in Vault before I closed the account. No, this is not from bonuses or promotions. This is an amount that I myself have put into Vault.

I can log in, but I can not do anything on the site. Can only see the balance and the usual. I get an error message if I try to make a withdrawal for example. But I was told by support that I should send an email to complaints.

I would also add that I had to close the account without thinking about anything else because I was at risk of losing even more.

If you think you were "at risk of losing even more" as you said it can mean you have some problems with addiction and self-control gambling. Then it may be a good think to lock your funds during several months at least to prevent you to gamble it with another account or elsewhere.

[Kakmakr]

Is this self exclusion permanent or just temporary?

A lot of casinos give you the self exclusion option, based on your requirements. So you tell them for how long you want to be self excluded. (Some people just need a break to get back on their feet and out of debt)

I agree with some of the other posters... even if you self exclude your account, you still need to have access to the money that was in the account. (The account is still there, but the gambling features was just disabled)

There must be some "system" problem that occur, after you self excluded... that are causing them not to have the ability to access your account. 

[traderethereum]

you should post this on their ANN thread. stunna(their forum representative) might be able to help you with your case.

I read their self-exclusion policy and it does say there that "if requested or if they deemed it necessary all the remaining funds on your account will be manually returned to you." their exclusion policy also says that "you are not allowed to leave any balance on your account during your exclusion time. you will also not be allowed to access your account and make withdrawals during your exclusion time". so yeah, base on their self-exclusion policy. you should be able to get your funds if you request for it on their support.

I have now sent a complaint to complaints@stake.com. I agree that it should be possible to request a withdrawal.

I will update this thread as soon as I receive a response from the complaint.

If you do not do suspicious or illegal things like breaking their TOS, you should not worry and it is better to wait for their reply.
While you are waiting for their reply, you can ask about your problem in their ANN like what @acroman08 said.
Maybe after you get a reply from them, you can tell us here so we know what is happen with your account and why you can not withdraw the money.
Hopefully, your case will solve without giving a problem to you.

[bonjouros]

You can contact them through their email or post them on their ANN thread. I'm sure that they will give it back to you just like what one user said here I think it will be done manually so you really need to contact them to help you out with your withdrawal.

[Silberman]

It has been 5 days since the OP logged into his account and we do not have an answer about what happened, this is very common when things get resolved and the only reason for creating an account on this site and interact with us is taken away, then the OP never returns to tell us how things evolved, I suppose it was positive as this was a clear case, he just forgot some of his money on his account and he wanted it back, still it would be nice to actually know for sure this was the case.