Stake Casino - L'account del giocatore è stato chiuso.

After losing €30,000 (moving more than €2 million in one year and reaching almost the highest VIP status) I was permanently deleted from the site for a sentence written on their chat where I jokingly expressed my willingness to sell my profile!

I was permanently deleted and they no longer respond! Also I wanted to ask you, not being legal in Italy.. and not using VPN, could it be their responsibility to have accepted me?

Dopo aver perso 30000€ (movimentato in un anno più di 2 milioni di € e aver raggiunto lo stato vip quasi più alto) sono stato cancellato definitivamente dal sito per una frase scritta sulla loro chat dove scherzando manifestavo la volontà di vendere il mio profilo!

sono stato cancellato in maniera definitiva e non rispondono più! Inoltre volevo chiedervi, non essendo legale in Italia.. e non usando VPN, potrebbe essere loro responsabilità avermi accettato?

Dear marcom,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that casinos, in general, have the right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities. Could you please advise if there are any funds being held by the casino?

Furthermore, we at Casino.Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casinos database which acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Is this the case?

I hope we will be able to help you if there are any winnings being held by the casino. Looking forward to hearing from you.

Bet regards,

Petronela

I also wanted to point out that in March 2022 €2,500 was withdrawn from my gaming account, but the withdrawal was not made by me! The casino did nothing, didn't want to hear any explanations

Inoltre volevo segnalare che a marzo 2022 mi sono stati prelevati 2500€ dal mio conto gioco, ma il prelievo non è stato fatto da me! Il casinò non ha fatto nulla, non ha voluto sentire spiegazioni

Could you please provide more information regarding the unauthorized withdrawal? Where was the money sent? If there's any relevant communication from that period, could you forward it to petronela.k@casino.guru? Thank you very much in advance.

I understand from the provided screenshots that someone from a different IP address accessed your account and withdrew money, is that correct?

Yes😞. Correct

I'm sorry but if your login has been compromised there's not much we can do for you. Unfortunately, cybercrimes happen more and more often and the only advice that we can give to all the players is to be extra careful with suspicious emails and to protect login information.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.

I just wish I could reopen my gaming account! Nothing more! Thanks for understanding

Vorrei solo poter riaprire il mio conto gioco! Niente di più! Grazie per la comprensione

Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding. 

PS: I adjusted the disputed amount from €30.000 to €0 as there are no funds being held by the casino.