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Letsgetit

VIP Enemy (Opinions needed)

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At this point, I feel like a enemy to stake, not a VIP.

Going on close to 2 weeks ago, I broke my phone, which had my telegram account on it and the email account that was registered to my stake account.

I had a old phone that I used to log into my stake account, and I asked support for my VIP managers telegram username so that I could add him on my temporary telegram account, and they did no problem. I added him to my telegram and that was that.

THEN, once I asked my VIP manager about receiving a bonus, he then stated that he was unable to due to support flagging my account, and that I needed to contact them. So I did, and apparently since I contacted them asking for his telegram account name, along with having "different sessions" then normal (despite that I made it aware that I broke my phone that I normally accessed stake on, and was using a different phone, of course the session is going to be different) they decided to flag my account.

With my account now "flagged" I was made aware that I could no longer receive any bonuses to my account, including the reload bonus. 

To have my account reinstated they wanted me to verify ownership of the account by sending a email to their support from the email account that was registered to my stake account. I was not able to access the email account as it was on my broken phone, and on that phone I had 10 or so email accounts, so most of them I could not remember the full email name.

I talked to at least 3 different  support people plus my VIP manager, and they all made it very clear that the only way to reinstate my account was to send the email to them as requested.

After a little over a week, I was able to get a new phone with my old phone number on it, and so I was able to regain access to my email account and as well as my telegram account. I immediately sent the email that was requested from me to verify my account, and I then contacted support once again to let them know.

I was then replied to by Milan this message:

You need to confirm ownership of the account on site, please.

Follow the procedure and provide us with some documents needed here:

https://stake.com/settings/verify

 

 

I for one, am having a extremely hard time understanding why they need me to upload personal identification documents. This was NEVER stated by any of the multiple people. The only thing that was ever needed to be done was for me to verify that I owned the account. Uploading personal documents does not in any way verify ownership of my account.

 

I am a VIP Platinum level 3, and with having deposited a little over 3 BTC in the last couple of months, I have put a lot Into my account, and some of the main reasons being is because of the bonuses/reloads/etc that stake states all VIPS are always entitled to, and yet they decided to take this away from my account.

It would be slightly more understandable if they had some sort of system that automatically detected suspicious activity on accounts, and then a account get flagged. That is not the case tho, they have decided to take away what I have earned because I contacted them about a completely reasonable situation, and support had very very bad judgment and made a situation that was clearly not even there. And then of course for it to keep continuing on as it is, well it makes one start to wonder what stakes real intent is here by revoking my bonuses/reloads very soon after I reached platinum level 3.

 

Any opinions or thoughts by any one, please, would be appreciated. Also, thank you for taking the time to read my post. 

 

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I agree with Stake on this one. The fact that you didn't save your email username and password, and had 10 accounts on your phone is a red flag already. You should have access to the email address associated with your account.

With the personal info they requested, I don't think they would have needed this if you had access to your email account. This was negligence on your part, so I think Stake followed the appropriate procedure in this case.

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Posted (edited)

Did you read the whole post?

I do have access to the email account, and I sent them the email from my email account that is registered to my stake account as they requested.

They asked for the personal documents AFTER I did this.

Edited by Letsgetit

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I'm a bit confused here.  Platinum VIP and this is your first forum post ??

You explain that  you deposited 3 BTC  so as you could be entitled to all the bonus'  given to VIP's.  But you don't seem to indulge in some of the many giveaways (some of which are more than VIP reload bonus). 

Sorry If I come across  as sceptical, and may be wrong regarding the giveaways.  But I'm curious as most of these require you to have 10 forum posts, of which you have only One..

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As part of our gambling license, we are now required to gather KYC for clients that meet specific criteria. This has nothing to do with a personal attack on you, and we are not trying to alienate you in the community. Sadly once certain conditions are triggered, we are required to gather legal documents so that we can continue offering you a service.

Yes, this is new, it's not exactly something we are happy about, but its what we are required to do to comply with certain regulations imposed on us by the people who license our product.

I imagine we will continue to see more and more posts like this in the coming months.

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This procedure “account recovery” is always such a pain. Even if you’re standing next to support member, nope, you still have to email them :D Maybe ‘secret word’ would solve it, like banks do. 


For a topic starter I strongly recommend to refresh mind and not store all vital info on a one phone (omg).

Moreover, being a vip(any kind) doesn’t gives you any privileges in support, they’re handle with every member equal and fair. 

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44 minutes ago, Dan said:

As part of our gambling license, we are now required to gather KYC for clients that meet specific criteria. This has nothing to do with a personal attack on you, and we are not trying to alienate you in the community. Sadly once certain conditions are triggered, we are required to gather legal documents so that we can continue offering you a service.

Yes, this is new, it's not exactly something we are happy about, but its what we are required to do to comply with certain regulations imposed on us by the people who license our product.

I imagine we will continue to see more and more posts like this in the coming months.

It would be much better if you stated out the "Specific Criteria", rather than springing it up on users out of the blue.

 

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8 minutes ago, TheGreenTree said:

It would be much better if you stated out the "Specific Criteria", rather than springing it up on users out of the blue.

 

If we disclosed that kind of information, our only other option would be to KYC everyone.

Something we are trying to avoid currently. I'm certain you understand.

This is also certainly not out of the blue, it's existed in our terms of service for a very long time.

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2 minutes ago, Dan said:

If we disclosed that kind of information, our only other option would be to KYC everyone.

Something we are trying to avoid currently. I'm certain you understand.

But how is it any different? I mean if some person who has made quite some deposits in stake account is one day informed... " Now give Id else, no Funds for you".

Atleast, people should know this kind of information before hand.

We all know 1xbet does this kind of thing all the time to prevent people from withdrawing. 

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1 minute ago, TheGreenTree said:

But how is it any different? I mean if some person who has made quite some deposits in stake account is one day informed... " Now give Id else, no Funds for you".

Atleast, people should know this kind of information before hand.

We all know 1xbet does this kind of thing all the time to prevent people from withdrawing. 

Any user who is found to be in breach of our licensing regulations, has never had an issue withdrawing their funds. We do not follow similar trends in the industry to other providers.

You are trying to find an enemy within the wrong scope. We do and continue to offer the most reasonable and fair resolution for our players. We do not hold funds of suspended players and probably never will unless certain certain extreme circumstances were ever to arise (which haven't yet fortunately.)

@TheGreenTree I suggest you read what restrictions are currently in place for the user. They mention it in the last paragraph. 

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1 minute ago, Dan said:

Any user who is found to be in breach of our licensing regulations, has never had an issue withdrawing their funds. We do not follow similar trends in the industry to other providers.

You are trying to find an enemy within the wrong scope. We do and continue to offer the most reasonable and fair resolution for our players. We do not hold funds of suspended players and probably never will unless certain certain extreme circumstances were ever to arise (which haven't yet fortunately.)

I am just basing the reply on your response above. Stake's reasonable, I get that. But internal changes which are happening, and users aren't being notified.

 

1 hour ago, Dan said:

As part of our gambling license, we are now required to gather KYC for clients that meet specific criteria. This has nothing to do with a personal attack on you, and we are not trying to alienate you in the community. Sadly once certain conditions are triggered, we are required to gather legal documents so that we can continue offering you a service.

Yes, this is new, it's not exactly something we are happy about, but its what we are required to do to comply with certain regulations imposed on us by the people who license our product.

I imagine we will continue to see more and more posts like this in the coming months.

"Specific Criteria"

 

1 hour ago, Dan said:

I imagine we will continue to see more and more posts like this in the coming months.

And this...

 

2 minutes ago, Dan said:

Any user who is found to be in breach of our licensing regulations, has never had an issue withdrawing their funds.

So what you are saying is, if a person is in breach of your terms, can still withdraw their funds(Winnings+Balance).

 

So, the user who made this forum post, the ID was required to allow them to play at stake, or to allow them access to funds?

 

4 minutes ago, Dan said:

You are trying to find an enemy within the wrong scope.

I am not trying to find enemies, I am just trying to understand.

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1 minute ago, TheGreenTree said:

I am just basing the reply on your response above. Stake's reasonable, I get that. But internal changes which are happening, and users aren't being notified.

 

"Specific Criteria"

 

And this...

 

So what you are saying is, if a person is in breach of your terms, can still withdraw their funds(Winnings+Balance).

 

So, the user who made this forum post, the ID was required to allow them to play at stake, or to allow them access to funds?

 

I am not trying to find enemies, I am just trying to understand.

Is specifically states the user was not eligible to claim bonus or coupon until KYC was completed. 

Feels like you are looking to create an enemy out of stake without even reading the original post, you jumped on the opportunity to have a go at our policies.

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2 minutes ago, Dan said:

Is specifically states the user was not eligible to claim bonus or coupon until KYC was completed. 

Oh ok, I missed that bit.

The person's talking about getting their account reinstated. So, I thought stake limited access to their funds.

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Just now, TheGreenTree said:

Oh ok, I missed that bit.

Be careful my friend, cancel culture mentality is not healthy, let's be proactive and productive towards building a better future for everyone. 

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1 minute ago, Dan said:

cancel culture mentality

I have no clue what this means, I will read about it.

11 minutes ago, Dan said:

Feels like you are looking to create an enemy out of stake without even reading the original post, you jumped on the opportunity to have a go at our policies.

This was hardly my intention. I like stake, why would I do that.  One of the good casino's thats around.

My reaction was solely based on this...

The poster talks about getting their account reinstated.

And, you mention 3 things, "Specific criteria", "More cases are likely to arise" 

and 

this.

1 hour ago, Dan said:

Yes, this is new, it's not exactly something we are happy about, but its what we are required to do to comply with certain regulations imposed on us by the people who license our product.

If this new, how my questions in any way suggest that I am having a go at your policies?

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