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After Wagering over 30 million Euros at stake casino my account got closed after I explained a VIP manager called Irene my situation because of the losses I received at stake casino.

i have been a regular user who was quite lucky at the beginning, afterwards my Luck streak disappeared and I was getting of really bad Reloads and cashbacks for losses over 100s of thousands of euro,

I think everybody agrees to the fact that it’s not easy to reach the Diamond Rank at stake.

basically I was getting ignored also my concerns and my mental health during that time. Wich has lead to more deposits and more losses.

After a Conversation where I told Irene the VIP manager who closed my account that I am thinking about suicide she has closed my account without any forwarning. This has led to even more struggles because the place where all my deposits have gone and where I got atleast some kind of cashback disappeared.

I atleast had the Rank wich I have deposited over 2 million euros for in total. All of this disappeared after the account got closed.

For almost a year I am trying to recover from that but without any chances to fit in normal life again. I have 780k in depts because of the 4 month streak of losses at stake, where sometimes I received a RTP below 70%

I have tried to Get atleast some cashback to get my life together again without any chances of even a reply from stake. It’s basically ignoring.

i am 24 Years old right now, the depts wich I was forced to agree to because of the losses had lead to death threats and multiple attacks wich made my mental state even worse.

my total losses are currently:

93-95 BTC approximately

300-500 ETH approximately

i have tried to get atleast some data regarding my stake account to go to court but stake basically denied to give me any information for deposits withdrawals etc.

wich is causing problems to take this case to law because the documents are not getting handed to me.

all I want is to be free from the depths I have because of this whole case. I just want to receive justice because the treatment was truly unfair at this point.

Dear goekhan712,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have requested self-exclusion in the past that was ignored? Do I understand correctly that your account was blocked after you made a comment about suicide? How much was the balance of your account at that time, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

my account balance was empty, but I had not used my Monthly Reload and still had rakeback open,

I have never spoken of self-exclusion and have always discussed getting bonuses to compensate for my losses. It had been clear for several months that I was not feeling well because I always spoke to live support.

I told the VIP manager why I was suddenly being blocked, although I had already told Live Support for several months how bad I was doing, there was no answer and the account was blocked. As a result, the 30 million in Wager went in the bin as well as my deposited 2 million

Hallo,

mein Kontostand war leer jedoch habe ich meinen Monthly Reload nicht eingesetzt gehabt und habe noch rakeback offen gehabt,

ich habe nie von selbstauschluss gesprochen und immer diskutiert um Boni zu bekommen welche meine Verluste kompensieren sollten. Das es mir nicht gut ging war schon mehrere Monate klar da ich stets mit dem Live Support gesprochen habe.

Ich habe der VIP Managerin mitgeteilt warum ich jetzt auf einmal gesperrt werde obwohl ich schon dem Live Support mehrere Monate mitgeteilt habe wie schlecht es mir geht, darauf gab es keine Antwort und die Kontosperre wurde vollzogen. Dadurch gingen die 30 Millionen in Wager in die Mülltone genauso wie meine Eingezahlten 2 Millionen

I'm sorry, goekhan712, but if you made several comments that you do not feel comfortable playing anymore and your account was blocked afterwards, there's not much we can do for you. Also, if no funds are being held we can't force the casino to grant you a bonus if you suggested that you have a gambling problem.

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 as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

What is really important here is whether I wanted the account to be banned. As I said, I was Diamond Rank. Before that I had reloads available that were unused and also paid in a lot. Means that in the normal case I was entitled to a bonus but that's not the main issue. It's about the fact that I only asked for a bonus, I did that several times when I lost again etc. and have been reporting for months that I'm doing very badly, those were 3-5 months when I wrote to Live Support in a rage like I'm bad.

I never said that I wanted to close my account, especially what would it have done me at the time the only passive income I received was through stake because my losses meant at least cashback right away.

so it would be quite the opposite to want to close my account.

The VIP agent was very negligent in closing the account as it ruined my life. How to close the account directly because of a comment? I've certainly said similar things over the 5 months that I've suffered so much loss, however my account wasn't closed at the time. This is negligent because my account may not be closed without my consent. If it had closed earlier I could have saved at least 200-300k. However, my account is closed after I also informed the live support that I have no more money, which only suggests one negligence.

At that point the world came to an end for me. Since all my efforts were for the garbage cans,

Apart from that, I saw at casinoguru that players from NRW are not accepted, which is also incomprehensible because I have given all my data and have fully verified myself, and I come from NRW and stake never said anything about that. Hence I am confused

I cannot accept being rejected as this case has destroyed my life as previously written. I never got justice from stake no matter what I did. I really hope this is resolved fairly. Therefore, I ask you to look again at the essentials, namely the account closure, which was unjustified. As well as the behavior of the live support, which in my opinion qualifies me for compensation.

LG

Was hier wirklich wichtig ist, ist die Tatsache ob ich wollte das das Account gesperrt wird. Wie gesagt war ich Diamond Rank. Ich habe davor noch reloads zur Verfügung gehabt die ungenutzt waren und auch ne Menge eingezahlt. Bedeutet das im normal Fall mir ein Bonus zugestanden hatte aber das ist nicht das Hauptthema. Es geht darum das ich nur um einen Bonus gebeten habe, das machte ich mehrfach wenn ich mal wieder verlor etc. und seit Monaten ja berichte das es mir halt sehr schlecht geht, das waren 3-5 Monate wo ich wutentbrannt dem Live Support schrieb wie schlecht es mir geht.

ich habe niemals gesagt das ich mein Konto schließen möchte, Vorallem was hätte es mir zu dem Zeitpunkt gebracht das einzige Passive Einkommen was ich erhalten habe war durch Stake weil meine Verluste ja gleich wieder wenigstens cashback bedeuteten.

also wäre es ja ganz im Gegenteil mein Account schließen zu wollen.

Die VIP Agentin hat mit der Account Schließung höchst fahrlässig gehandelt, da mein Leben dadurch zerstört wurde, Wie kann man wegen einem Kommentar direkt das Konto schließen? Ich habe mit Sicherheit in den 5 Monaten wo ich soviel Verluste erlitten habe ähnliche Dinge gesagt, jedoch wurde zu den Zeitpunkten nicht mein Konto geschlossen. Das ist fahrlässig weil mein Konto ohne mein Einverständnis nicht geschlossen werden darf. Wenn es zu einem Früheren Zeitpunkt geschlossen wäre hätte ich wenigstens noch 200-300k retten können. Jedoch wird mein Konto geschlossen nachdem ich dem Live Support auch mitgeteilt habe das ich kein Geld mehr habe, was nur auf eins schließen lässt Fahrlässigkeit.

Zu dem Zeitpunkt ging für mich eine Welt unter. Da meine Kompletten Mühen für die Mülltone waren,

abgesehen davon habe ich bei casinoguru gesehen das Spieler von NRW nicht akzeptiert werden was auch unverständlich ist da ich meine Daten komplett angegeben habe und mich voll verifiziert habe, und ich komme aus NRW und dazu hat stake auch nie was gesagt. Daher bin ich verwirrt

ich kann es nicht akzeptieren abgelehnt zu werden da dieser Fall wie vorher geschrieben mein Leben zerstört hat. Ich habe egal was ich tat nie Gerechtigkeit von stake erhalten. Ich hoffe wirklich darauf das dies fair gelöst wird. Daher bitte ich sie hier nochmal auf das wesentliche zu schauen undzwar der Account Schließung die ungerechtfertigt war. Sowie das Verhalten des Live Supports welcher mich meiner Meinung nach für einen Schadensersatz qualifiziert.

LG

I'd like to emphasize that closing an account of someone who suggested that they lost too much money, or do not feel comfortable playing anymore is a MUST and something that should be done by every gambling establishment. Casinos do not need players' permission to close any account. As long as the active balance has been paid and no real funds are being held by the casino, the account closure is acceptable.

Moreover, 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. Nevertheless, it doesn’t seem that this is the case here.

you’re correct that’s a must. The account closure was supposed to happen earlier not After I lost all my remaining funds wich have sent me into this situation. That’s what’s upsetting me. The Stake live support acted negligently in many cases by not doing that earlier. I have said that in the beginning to

this article

https://stakecommunity.com/topic/65633-account-suspended-great-news-stake-wants-you-to-still-claim-bonuses/

Here it says suspended accounts have still access to their bonuses, i haven’t received any bonuses for 8 months or more, my rank was not ordinary at stake.

all I want is a compensation to get a foot back into life. I am really doing bad right now…

I'm sure we can agree that suspended accounts and self-excluded accounts are two different things. The first ones are more likely to be reopened in the future, on the other hand, excluded accounts will remain closed and therefore, no bonuses should be issued to such accounts.

If you have any supporting evidence that you requested self-exclusion and it has been overlooked or ignored till the point you lost everything, please forward those proofs to petronela.k@casino.guru. Thank you in advance.

Listen,

the account closure was not justified.

i had multiple months of correspondence with Stake where I have provided the same information regarding my mental state.

if a person is complaining and telling his mental state for multiple months, just in other words and you as a company are doing nothing,

you also can’t Close his account afterwards for that exact reason. Just because the Phrasing has changed.

this is literally the definition of Double standards.

Its not about self excluded accounts or Excluded accounts. It’s about how it did happen and What exactly what’s the reasoning behind it. and those things were basically unjustified.

let’s do a mind experiment, let’s assume you are complaining to someone for multiple months, and you are asking for help. And they do not listen clearly, but afterwards when everything is allready lost and the account is the only thing you have, you lose it because of your complaints, is that justified?

no it’s not even making any sense.

in my Stake account it is visible how much I have lost during that time. And stake always gives bonuses to users who are losing constantly. And a Diamond Rank user who loses a lot is very likely to receive therefore some cashback for his losses, well guess how much rakeback I was able to claim, 60 dollars for 7 days.

it is not possible that stake acts this irresponsible blocks my account denied me any financial document wich proofs all my deposits in order to make claims against them and now does get away with this.

i can deliver countless Evidence regarding the bonuses my conversations etc. if Stake would basically allow me to log in into my account because all information is saved there.

also i won’t give up here because I am in right here, I will move forward till I get some kind of compensation because what happened to my life after all of this is not describable in words.

Dear goekhan712,

Please understand that to this day I haven't received any supporting evidence that you informed the casino about any issues you were having. You stated previously: "i had multiple months of correspondence with Stake where I have provided the same information regarding my mental state."

Could you please forward any supporting evidence and relevant communication to petronela.k@casino.guru? Thank you in advance.

That is correct, I had correspondence with stake but I haven’t took screenshots of the conversations, therefore I would need to login into my account to show the messages. But that is unfortunately not possible because of the block

Do I understand correctly that you have never sent an email requesting the self-exclusion and your entire conversation was via live chat?

Please understand that without any supporting evidence, it is very hard for us to proceed with this case. You claim that you were suggesting for a long time that you do not feel well playing but only when your balance was lost completely the casino blocked your account, is that correct? If you didn't save any proof regarding your request about the self-exclusion we have nothing to base our investigation on.

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 as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear goekhan712,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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.