Stake7 Casino - La cuenta del jugador ha sido bloqueada.

Hello.

I paid a total of 441 euros at this casino. With the last deposit I was able to at least somewhat reduce my losses. When I paid out I was asked for documents and the next day I was told that I already had a closed account.

Of course, I was not aware of this when I registered, and I know that no winnings will be paid out in such cases.

But now comes the hammer, I would like to be reimbursed 31 euros even though I deposited 441 and still have 410 remaining credits (no bonuses used). For my understanding, the part of my deposits that is still available must be refunded, that is theft what you try to do with me there.

Incidentally, the whole thing was already 11 days ago, the option to pay out is blocked and of course I was not asked for an account number or something, how would you like to reimburse something at all?

Hallo.

Ich habe bei diesem Casino insgesamt 441 Euro eingezahlt. Mit der letzten Einzahlung konnte ich meine Verluste zumindest etwas schmälern. Beim Auszahlen hat man mich nach Dokumenten gefragt und am nächsten Tag sagte man mir, dass ich bereits ein geschlossenes Konto besitzen würde.

Das war mir bei der Anmeldung natürlich nicht bewusst, und ich weiß dass man in solchen Fällen keine Gewinne ausbezahlt bekommt.

Jetzt kommt aber der Hammer, man möchte mir 31 Euro erstatten obwohl ich 441 eingezahlt habe und noch 410 Restguthaben (Keine Boni benutzt) besitze. Für mein Verständniss muss der Teil meiner Einzahlungen der noch vorhanden ist zurück erstattet werden, das ist Diebstahl was man dort versucht mit mir zu machen.

Das ganze ist übrigens bereits 11 Tage her, die Option zum Auszahlen ist blockiert und nach einer Kontonummer oder so hat man mich natürlich auch nicht gefragt, wie möchte man so überhaupt etwas erstatten?

Dear Lukas,

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. Do I understand it correctly that your account was blocked because you have self-excluded from this casino in the past? From a screenshot of your cashier history I understood that all your deposits were €442 (8 x €49 + €50), is that correct? How much was your active balance when your account got suspended?

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

Hi Petronela.

It has been a big misunderstanding due to wrong information given to me by the live chat support.

The 31 € "refund" have been added to my remaining balance which in sum equals my total deposits and this is what I now have been able to withdraw.

So this case can be closed, Stake7 did nothing wrong they acted very fair.

Thank you very much, Lukas, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Dear Lukas,

Have you received your withdrawal? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Yes I got my complete deposits back, thank you very much.

I dont know how I can close this complain, please do it for me.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much Lukas for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru