Stake Casino - Account suspension
I have been using Stake for 2-3 months. I started because my favorite cricket match league was starting. I live in an apartment with my sister and my flatmate. They both also use Stake and, as far as I know, they also used to bet on the same league. Everything was going normal until one day I received an email stating that my account was suspended because they suspected I may have breached their terms and conditions, and they needed my verification. I thought,"No problem, they just need verification, I will send them everything they want."After a while, my sister and my flatmate came to me, as we were all home that day, and they both said Stake had suspended their accounts too. We all thought,"Oh,no worries,they just need verification"
Firstly, they asked us to hold our IDs in our hands with our usernames and take a selfie. We all sent them, and they were accepted instantly. After a while, it was proof of address they wanted. I live in Nova Scotia, Canada, and according to what I know, utility bills only come under one person's name. My sister has that bill under her name, so she submitted everything before my flatmate and me, as we were still gathering our documents.Then, I was shocked; my sister called me and said they permanently restricted her account. I asked,"What, but why?" She replied,"I think Stake made a mistake, I will talk to live support." However, live support told her that it was a final decision and her account was permanently restricted, freezing her $17,000 CAD.
I started looking for answers on Google as to why Stake did this, because Stake was not giving any of us a proper reason. Google said that when you all share the same IP address and there are different accounts related to that one IP address, Stake sometimes believes that maybe one person has three accounts. Then I asked Google why they permanently banned my sister's account, and it said that her decision was made in isolation because she was the only one who submitted all of her documents first while the others were still gathering theirs. I figured that once we sent our verifications, everything would be okay.
The next day, I started gathering all my documents from the list of accepted documents. Firstly, I sent the highest level of proof, which is a GOVERNMENT TAX LETTER. They rejected it, saying only,"Sorry, it was not accepted."That is the only thing they said. Secondly, I submitted my bank statements.They rejected them, saying,"Sorry, it is not enough proof. Kindly send a bank reference letter along with the statement." I ordered a letter, but since it takes some days to arrive, I went to the bank and asked them to print a reference letter I had ordered a few months prior, so they gave it to me with a new stamp. I went home, took pictures, and sent it to them.
After a while, they rejected it. They said,"It looks like a photocopy because it is black and white." I went to the bank again asking for a colored print. They told me,"The document we provided you is the real document, and it only comes in black and white." I messaged Stake about this and also sent them a screenshot from Google showing the exact same thing the bank said—that they only provide them in black and white. Then they said,"Okay, you can submit it," so I submitted it, and again they rejected it. They said,"The validity of the date is questionable."I called my bank and ordered a completely new reference letter with a fresh date. I went to the bank again, got the letter, submitted it again, and it was rejected yet again with a reason saying, "The authenticity of the document is under suspicion."I asked them,"Could you talk to my bank and ask if it is real or not?" because it was incredibly frustrating.
Then I jumped to an employer letter my address. My employer wrote it and sent it to me with her proper signature. I requested my employer if she could sign and stamp it, but she said, "We only do signatures, as we do not have stamps." I told the exact same thing to Stake before submitting, and they said it was okay. I then submitted my document, and this time when they rejected it, they also gave me a warning saying, "If you submit this document again, we will permanently restrict your account." I was so shocked that all of this was happening.
I talked to my flatmate about all of this, and she said they are doing the exact same kinds of things to her. She even has a tenancy letter under her and my sister's name, and they rejected that for her too, freezing her $4,000 CAD balance.
I am heartbroken. We are just three people using the same Wi-Fi. Why is it such a big deal? We just share an apartment, and that's what people do when they live together they share Wi-Fi. I came to Casino Guru with all my hopes, begging you to help us, please. We have all the screenshots and all the documents, and we are completely ready to cooperate. We did not break any rules, please help us. We also have our funds stuck. I have $8,000, my sister has $17,000, and my flatmate has $4,000
