Stake casino Account Banned Unfairly 18k in account

[zhendehennan]

Hello everyone,

I recently had my account permanently banned due to an alleged breach of the Terms of Service. However, I have provided all the required verification documents, and my request was still rejected without a clear explanation.

I still have funds in my account, and I have not been given any information on how to retrieve them. When I contacted support, they simply stated that I can no longer use their services, but they did not provide any appeal process or further clarification.

Has anyone experienced a similar situation? Are there any alternative ways to appeal this decision or escalate the issue? Any advice would be greatly appreciated.

Thank you in advance!

[AHOYBRAUSE]

Hello everyone,

I recently had my account permanently banned due to an alleged breach of the Terms of Service. However, I have provided all the required verification documents, and my request was still rejected without a clear explanation.

I still have funds in my account, and I have not been given any information on how to retrieve them. When I contacted support, they simply stated that I can no longer use their services, but they did not provide any appeal process or further clarification.

Has anyone experienced a similar situation? Are there any alternative ways to appeal this decision or escalate the issue? Any advice would be greatly appreciated.

Thank you in advance!

First of all you should provide correspondence between you and stake via screenshot (upload on talkimg.com). Just so people get a picture of what's going on. Second, it would be good to know which parts of the terms you supposedly breached. In other cases the accused have been told which paragraph or whatever, so I guess you also know more than what you write here.

About other options, you can always go to a 3rd party mediator like casinoguru or askgamblers and raise a ticket with them. Not sure how their relationship is with stake but with other sites they occasionally get cases resolved.

[cabron]

When I contacted support, they simply stated that I can no longer use their services, but they did not provide any appeal process or further clarification.

This I think you will need to take a screenshot of their reply. Where people can also see. Stake been a reasonable casino, maybe they can tell also the exact violation you did.

Has anyone experienced a similar situation? Are there any alternative ways to appeal this decision or escalate the issue? Any advice would be greatly appreciated.
Thank you in advance!

I think many people been doing this on Askgamblers. I don't really follow what Askgamblers do but they are saying they help disputes between players and casinos. It must be worth it especially because you got $18k there.

I do think Stake will give you a solution to get your funds back but when they say you are banned, you may have move somewhere else.

[zhendehennan]

Hello everyone,

I recently had my account permanently banned due to an alleged breach of the Terms of Service. However, I have provided all the required verification documents, and my request was still rejected without a clear explanation.

I still have funds in my account, and I have not been given any information on how to retrieve them. When I contacted support, they simply stated that I can no longer use their services, but they did not provide any appeal process or further clarification.

Has anyone experienced a similar situation? Are there any alternative ways to appeal this decision or escalate the issue? Any advice would be greatly appreciated.

Thank you in advance!

First of all you should provide correspondence between you and stake via screenshot (upload on talkimg.com). Just so people get a picture of what's going on. Second, it would be good to know which parts of the terms you supposedly breached. In other cases the accused have been told which paragraph or whatever, so I guess you also know more than what you write here.

About other options, you can always go to a 3rd party mediator like casinoguru or askgamblers and raise a ticket with them. Not sure how their relationship is with stake but with other sites they occasionally get cases resolved.


I apologize as this is my first time using the forum. I am attaching my chat records with their customer support team. Initially, they told me that my Veriff verification was unsuccessful, but I am absolutely certain that I completed the passport scan and facial recognition correctly.

Later, they said there was no specific reason they could provide, as the decision was made by another team. They also stated that this was the final decision, and the case had already been closed.

I feel extremely helpless in this situation.

I have already submitted my complaint on Casino Guru, and I appreciate your advice. Thank you for your support.

https://talkimg.com/images/2025/02/21/qseeG.jpeg
https://talkimg.com/images/2025/02/21/qsORq.jpeg
https://talkimg.com/images/2025/02/21/qsDUP.jpeg
https://talkimg.com/images/2025/02/21/qsb5c.jpeg
https://talkimg.com/images/2025/02/21/qsW1j.jpeg

[holydarkness]

First of all you should provide correspondence between you and stake via screenshot (upload on talkimg.com). Just so people get a picture of what's going on. Second, it would be good to know which parts of the terms you supposedly breached. In other cases the accused have been told which paragraph or whatever, so I guess you also know more than what you write here.

About other options, you can always go to a 3rd party mediator like casinoguru or askgamblers and raise a ticket with them. Not sure how their relationship is with stake but with other sites they occasionally get cases resolved.

I apologize as this is my first time using the forum. I am attaching my chat records with their customer support team. Initially, they told me that my Veriff verification was unsuccessful, but I am absolutely certain that I completed the passport scan and facial recognition correctly.

Later, they said there was no specific reason they could provide, as the decision was made by another team. They also stated that this was the final decision, and the case had already been closed.

I feel extremely helpless in this situation.

I have already submitted my complaint on Casino Guru, and I appreciate your advice. Thank you for your support.

Rearranging, resizing, fixing, and quoting your post for image visibility and easier comprehension.

Though they barely address matters here, this board is routinely scanned by one of their representative who then forward the matter to their complaint team. So, quite likely, their team has been made aware of this thread. Hopefully, they can overturn what "can't be overturn" by their live support. Otherwise, as you've escalate to CG, and if you did nothing wrong, you can rest assured that CG will find and made a ruling that Stake's decision is unacordingly, and most likely than not, Stake will comply to CG's ruling.

[Mahdirakib]

@OP, According to your complaint on CasinoGuru, you are from Austria



According to the terms of Stake:

14.3 Persons located in or reside in Afghanistan, Austria, Australia, Belgium, ~snip~, United States, Zimbabwe (the "Prohibited Jurisdictions") are not permitted make use of the Service.

If your Stake account and forum username is same, then you are a new user of Stake (zhendehennan). If you are really living in Austria or a citizen of Austria, then it is pretty clear that why your account has been blocked by Stake during the KYC verification process.

[AHOYBRAUSE]

@OP, According to your complaint on CasinoGuru, you are from Austria



According to the terms of Stake:

14.3 Persons located in or reside in Afghanistan, Austria, Australia, Belgium, ~snip~, United States, Zimbabwe (the "Prohibited Jurisdictions") are not permitted make use of the Service.

If your Stake account and forum username is same, then you are a new user of Stake (zhendehennan). If you are really living in Austria or a citizen of Austria, then it is pretty clear that why your account has been blocked by Stake during the KYC verification process.

I suspected a region ban from the beginning to be honest, this is the most common cause. The problem is though, why won't they at least refund his deposit? Normally accounts like this get set into "withdraw only mode". Maybe it's a case of multi accounting as well where the original account (that maybe got banned before for the same reason) was deep in profit so they basically deduct the money from this case.
Anyway, would be interesting what OP has to say about this.

[o48o]

@OP, According to your complaint on CasinoGuru, you are from Austria



According to the terms of Stake:

14.3 Persons located in or reside in Afghanistan, Austria, Australia, Belgium, ~snip~, United States, Zimbabwe (the "Prohibited Jurisdictions") are not permitted make use of the Service.

If your Stake account and forum username is same, then you are a new user of Stake (zhendehennan). If you are really living in Austria or a citizen of Austria, then it is pretty clear that why your account has been blocked by Stake during the KYC verification process.

I thought that he/she might be living in Germany, which is also restricted.

But while i feel for the loss, i am honestly baffled if these people just have too much money, or why wouldn't they check the terms and conditions BEFORE have over $100 in the casino wallet. Not to speak of getting to grow near $20k and still not reading the Tos. Or don't people just believe that rules would apply to them in general?

I am pretty sure that next on the menu of scam accusations is going to be classical: "They knowingly let me play even when i wasn't allowed to withdraw my money."

[Shishir99]

If your Stake account and forum username is same, then you are a new user of Stake (zhendehennan). If you are really living in Austria or a citizen of Austria, then it is pretty clear that why your account has been blocked by Stake during the KYC verification process.

I think this is a pretty clear case. This actually proves that all the scam accusations created on the forum are not actually valid. But in such case, the casino should refund the initial deposit before they ban an account. I guess I have seen some casinos do that. They refund the initial deposit to the customer before they ban an account.

I expect OP to come back and elaborate more with the information and let us know if he really belong from Austria. I hope he won't come with an excuse of using a VPN to create an account on Casino guru or Stake. I don't think there is much hope, sorry for your loss OP.

[LEVSKI7]

It's Stake's fault that he didn't check the client before the deposit. Now they have to pay
get a lawyer. in Austria there are many law firms that win cases against the sites

[Rating Place]

Hello everyone,

I recently had my account permanently banned due to an alleged breach of the Terms of Service. However, I have provided all the required verification documents, and my request was still rejected without a clear explanation.

I still have funds in my account, and I have not been given any information on how to retrieve them. When I contacted support, they simply stated that I can no longer use their services, but they did not provide any appeal process or further clarification.

Has anyone experienced a similar situation? Are there any alternative ways to appeal this decision or escalate the issue? Any advice would be greatly appreciated.

Thank you in advance!

I hope you can recoup your funds. Stake's running a big scam confiscating winnings and deposits.

[zhendehennan]

Thank you all for your responses—I truly appreciate the insights. Now, I’d like to clarify my situation.

When I registered my account, I clearly stated that I am from Austria, and there were no restrictions preventing me from signing up. I successfully made four deposits without any issues and had never attempted a withdrawal. However, on the second day, after winning from my sports bets, my account was suddenly frozen.

I find this incredibly unfair. If there were geographical restrictions, why was I allowed to register and deposit money in the first place? More importantly, why was my account only restricted after I started winning?

It seems that as long as a player loses their money, there are no issues. However, the moment someone starts profiting, restrictions suddenly appear, and withdrawals are completely blocked.

Additionally, when I contacted live chat support, they initially told me that my Veriff verification failed. However, I am 100% certain that I properly submitted a clear passport scan and completed the facial recognition process. Later, when I received an email from the Account Support Team, they gave me a completely different reason, stating that my documents were "deceiving."

I want to make it absolutely clear that all the documents I provided are 100% genuine and valid. I did not submit any false or misleading information, and I stand by this statement.

This feels like a highly unethical and one-sided practice, and I would appreciate a proper explanation from Stake.

[BlackyJacky]

I find this incredibly unfair.

It is not only incredible unfair, it is also illegal!

If there were geographical restrictions, why was I allowed to register and deposit money in the first place?

Because the 2 RuneScape players and the chat moderator welcome new victims!

More importantly, why was my account only restricted after I started winning?

To take a financial advantage?

Why do they run provably rigged in-house games?

Answer: To take a financial advantage!

It seems that as long as a player loses their money, there are no issues.

Correct.

However, the moment someone starts profiting, restrictions suddenly appear, and withdrawals are completely blocked.

Correct.

[Mahdirakib]

I find this incredibly unfair. If there were geographical restrictions, why was I allowed to register and deposit money in the first place? More importantly, why was my account only restricted after I started winning?

Really! Why have you ignored their terms before creating an account there? It takes less than a minute to find out the restricted countries from the terms page. Moreover, Stake is showing this message on the registration page while I tried to create an account by using Austria IP (through VPN).



Now don't say that this warning message wasn't displayed for you. And if you used a VPN there to bypass your IP address, then it was another mistake from you. Anyway, I hope you will be able to get the refund of your last deposit by completing the KYC verification with the help of the mediator (Casino Guru).

[BlackyJacky]

I find this incredibly unfair. If there were geographical restrictions, why was I allowed to register and deposit money in the first place? More importantly, why was my account only restricted after I started winning?

Really! Why have you ignored their terms before creating an account there? It takes less than a minute to find out the restricted countries from the terms page. Moreover, Stake is showing this message on the registration page while I tried to create an account by using Austria IP (through VPN).

https://talkimg.com/images/2025/02/22/qYnyG.jpeg

The website stake.com does not have a license, to what licensing restrictions do they refer?

And if you used a VPN there to bypass your IP address, then it was another mistake from you.

Master in crime, Edward himself, publicly advises to use a VPN to bypass geo-blocking!

How is it a mistake to follow Edward's advice?

[holydarkness]

Updating the overseers of this case that CasinoGuru has marked this as unjustified complaint, in favor of the casino, with ruling as shown below. I'll update my list [as always, by weekend] and change its status to "resolved" following the arbitrator's ruling.

[BlackyJacky]

@HolyDarkness

You know exactly that Casino Guru marking a complaint as "unjustified" means nothing!

How much do you get from Stake to mislead victims?

[holydarkness]

@HolyDarkness

You know exactly that Casino Guru marking a complaint as "unjustified" means nothing!

Oh? I don't know that. How do you figure and/or under what basis does the statement come from?

How much do you get from Stake to mislead victims?

I'll say zero, but I don't think you'll take that for granted. Want to make a bet instead? Someone else who asked about the same, backed down from the challenge and kinda eat his words... rather shamelessly. You're up to it?

[BlackyJacky]

@HolyDarkness

You know exactly that Casino Guru marking a complaint as "unjustified" means nothing!

Oh? I don't know that. How do you figure and/or under what basis does the statement come from?

Casino Clown says my complaint was rejected as I had no proof of my claim!

https://casino.guru/stake-casino-player-suspects-casino-s-in-house-blackjack

But if you read the complaint conversation on Casino Clown, you can (or should) see that they didn't close my case because I can't provide supporting evidence to back up my claim.  

The complaint clown Nick clearly informed that Casino Clown isn't competent to handle my case:

Quote complaint clown Nick: "Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance."

So I lost 4,6% of my bets instead of the advertised 0,5%, because I was unlucky!  

This nonsense excusation confirms that Casino Clown and complaint clown Nick are not able to understand that there is a law of large numbers which determines the maximal possible deviation from the expected outcome!

They are also not able to conclude that when you lost a higher percentage than technically maximal possible, it confirms that the game is rigged!

[holydarkness]

@HolyDarkness

You know exactly that Casino Guru marking a complaint as "unjustified" means nothing!

Oh? I don't know that. How do you figure and/or under what basis does the statement come from?

Casino Clown says my complaint was rejected as I had no proof of my claim!

https://casino.guru/stake-casino-player-suspects-casino-s-in-house-blackjack

But if you read the complaint conversation on Casino Clown, you can (or should) see that they didn't close my case because I can't provide supporting evidence to back up my claim.  

The complaint clown Nick clearly informed that Casino Clown isn't competent to handle my case:

Quote complaint clown Nick: "Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance."

So I lost 4,6% of my bets instead of the advertised 0,5%, because I was unlucky!  

This nonsense excusation confirms that Casino Clown and complaint clown Nick are not able to understand that there is a law of large numbers which determines the maximal possible deviation from the expected outcome!

They are also not able to conclude that when you lost a higher percentage than technically maximal possible, it confirms that the game is rigged!

I understand correctly that you conclude that casino guru's ruling for "unjustified" means nothing because they rejected your case? That's the basis of the statement? Or is there other supporting reason?

And oh, you missed to address this part:

How much do you get from Stake to mislead victims?

I'll say zero, but I don't think you'll take that for granted. Want to make a bet instead? Someone else who asked about the same, backed down from the challenge and kinda eat his words... rather shamelessly. You're up to it?

Edit: fixing quote