Stake Casino - Pelaajan tili on suljettu, joten varoja ei voi käyttää.

On March 5, 2025, my Stake.com account was restricted without explanation, with a balance of $26,370 USDT. This amount was accumulated through fair gameplay.

Before the restriction, I was asked to complete KYC verification, and I submitted all required documents:

   Government-issued ID

   Selfie with ID

   Proof of address

   Proof of source of funds

I had already made successful withdrawals in the past and had never encountered any issues. I have never violated any rules, used VPNs, multiple accounts, or anything that could be considered fraudulent.

After completing the verification steps, my account was blocked and the funds became inaccessible. I reached out to the support and compliance teams, but only received vague and repetitive replies with no real explanation.

I tried to resolve the matter through internal channels and even legal steps — without success. I am now asking Casino Guru to assist me in recovering my balance. I am ready to provide all necessary documents, including:

   Proof of submitted KYC

   Screenshots of communication with Stake

   Balance and transaction history

Requested solution:

To release my full balance of $26,370 USDT to the same wallet used for the original deposit, and close the account if needed.

Thank you for your time and assistance.

Dear kekwat1232,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're facing. To better understand your situation and assist you effectively, could you please clarify the following:

• Which document did you provide to the casino as proof of address? Does the address on this document match the information in your player profile?
• Is the failed verification of your proof of address the reason why the casino blocked your account?

Additionally, please forward the documents you submitted to the casino as proof of address and source of funds to veronika.f@casino.guru.

I hope we can help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear Veronika,

Thank you for your reply.

   As proof of address, I submitted Utility payments, which included my full name and residential address in Kazakhstan.

   Yes, the address on this document matches the one in my player profile.

   I was never informed that my proof of address was rejected. The account was suddenly restricted without any clear explanation, and support never mentioned any document issues.

I will forward the proof of address and source of funds documents to the email you provided.

Please let me know if you need anything else.

Thank you very much, kekwat1232, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello kekwat1232,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Stake Casino representative to join this conversation and participate in resolving this complaint.

Dear Stake Casino,

Could youcomment on the situation?

Thank you in advance for providing the information.

Dear Stefan,

The complainant was informed that their account was under review and that a specific verification procedure was required. However, a detailed investigation revealed significant irregularities in the documentation and the overall verification process.

As the provided documentation failed to meet mandatory requirements, a direct violation of our Terms of Service occurred. Consequently, in accordance with clause 4.19 of our Terms, we have been compelled to permanently restrict the account and withhold any associated funds.

Furthermore, we have forwarded an email to you with additional information regarding this case.

Kind regards,

Hello kekwat1232,

I have reviewed the evidence provided by the casino representative and it appears that you have a match in payment method with multiple accounts. Could you comment on this?

I'll be awaiting your reply.

Dear Stefan,

Thank you for your follow-up.

I would like to respond to the claim made by stake regarding multiple accounts and a violation of their Terms of Service.

In September 2023, I contacted Stake’s support team after receiving a message stating that my account might be linked to others. I asked directly which accounts they were referring to, as I had no idea. Their response was that they "did not have this information" and advised me to confirm which account I intended to use.

I clearly stated that I wanted to continue using my current account (Alohahaha768), submitted the requested documents, and the support team forwarded everything to the KYC department. Shortly after, I received confirmation that my account was fully verified and approved.

   "Верификация успешно подтверждена. Желаем успехов!"

   ("Verification successfully confirmed. Wishing you success!")

More importantly, I also explicitly asked whether I was allowed to continue using this account — and Stake’s support confirmed that I could. Based on this approval and confirmation, I continued to use the account in good faith.

After that, I placed bets with a total turnover of approximately $1,000,000 USD, and during that entire time, Stake never raised any concerns or objections. My account remained fully functional and unrestricted.

It was only six months later, immediately after I made three large deposits totaling approximately $20,000, that Stake suddenly blocked the account — citing multi-account issues,

even though I had fully complied with all prior verification requests and was allowed to continue using the account without restriction for months.

What’s more, I only learned now, through your message, that the reason Stake is using to justify the restriction is multi-accounting.

Until now, I had always believed the issue was related to standard KYC verification, which is what Stake originally requested.

At no point during the process was I clearly told that the underlying problem was multiple accounts. This lack of transparency raises serious concerns about how Stake uses its KYC procedures — potentially not as a genuine identity check, but as a discretionary tool to withhold funds without proper explanation.

I believe this raises a serious question about the consistency and fairness of Stake’s enforcement practices. If there were genuine concerns, why did they approve my verification, allow further deposits, and let me continue playing for half a year?

Furthermore, why was the real issue — allegedly related to multi-accounting — never openly communicated, and instead disguised as a routine KYC process?

If that was the true basis for action, it should have been disclosed from the start, not after months of unrestricted activity and substantial deposits.

I will send full screenshots of the chat and a transcript to stefan.m@casino.guru for your review.

Given the timeline and all the evidence, I respectfully ask that this be taken into account in the handling of my complaint. Even if Stake chooses to uphold the restriction, I believe returning the deposited funds would be the fair and appropriate resolution.

Thank you again for your time and assistance.

Hello kekwat1232,

It appears that you have deposited funds to multiple accounts from the same crypto address, which is strictly prohibited and against the casino's terms and conditions. This behaviour was detected after the communication with live support provided by the email.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

We’ve reopened this complaint at the request of kekwat1232. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Stake Casino,

It appears that the player funded the casino account using a Binance hot wallet, which is the reason why the complaint was reopened. The evidence provided via email doesn't seem very convincing to close the player's account and confiscate the winnings. Would it be possible to verify the player's account by the casino without using the Veriff?

I'll be awaiting your reply.

Dear Stefan,

We sent an email to you regarding the reopened case and provided a full explanation about our decision.

Kind regards,

Dear Stake Casino,

I have responded to your email with further questions.

I'll be awaiting your reply.

Dear Stefan,

We have sent a reply to your email and provided additional explanations.

Kind regards,

Hello kekwat1232,

Could you provide us with the withdrawal hashes from your previous withdrawals? These are not sent into the hot wallet.

I'll be awaiting your reply.

Hello kekwat1232,

Thank you for your response and the information you have provided.

Dear Stake Casino,

I have responded to your email. Please let us know once you respond to the email.

I'll be awaiting your reply.

Dear Stefan,

We have replied to your email with further explanations.

Kind regards,

Hello kekwat1232,

Given that new evidence has been provided, we believe that the casino acted within its terms and conditions and therefore you are not eligible for any refund in this case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan, Casino.Guru