Stake Casino - Pelaajan tili on suljettu.

Hello, I have been unable to access the wallet section to my account and hence withdraw the amount i wanted off stake. This happened after i did a 2500 usdt withdrawal, and they said they suspected a breach of their terms and conditions. Following a lengthy period where they asked me proof of address and proof of funds, and liveness checks, which i provided and got rejected multiple times under no explanation given. I have provided 3 months of utility bill, and bank statements to no avail. It has been 3 months since this situation is like this. They now just say that my account has been suspended and i will not be able to withdraw the remaining 4073.93 usdt on it. This whole experience has been nothing short of stressful and genuinely frustrating to not be able to withdraw my own money.

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Hello,

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 confirm whether you currently still have access to your account?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Q. Could you please confirm whether you currently still have access to your account?

Yes

Q.Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Blackjack and some Sports and Esports.

Q. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Okay check your mail

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear chris211,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Stake Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Stake Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear chris211,

In accordance with our regulatory obligations and Clause 4.7 of Stake's Terms of Service, it is a mandatory requirement that all KYC (Know Your Customer) documentation provided is accurate, truthful, and meets the necessary standards. Unfortunately, our review found that your verification submission did not meet these critical standards, which constitutes a direct violation of our terms.

As a result, and in strict adherence to Clause 4.19 and 4.21 of our Terms of Service, we have been compelled to permanently restrict access to your account and withhold the associated funds.

We appreciate your understanding of the importance of compliance with our policies and the role it plays in maintaining a safe and secure community.

Dear Samuel,

We have sent you an email with further explanation regarding this matter.

Kind regards,

Hello everyone,

thank you both for your cooperation throughout this complaint.

Dear Stake Casino,

thank you for providing the additional confidential information and supporting documentation regarding the circumstances of the account restriction.

I have carefully reviewed the information and screenshots you provided. While I cannot publish or disclose the specific evidence in this thread due to its sensitive and confidential nature, I have reviewed the relevant materials and found them consistent with the explanation provided by the casino.

Based on the evidence available to me, I consider the casino's concerns regarding the KYC documentation to be sufficiently supported. The submitted document contains indications of alteration that are relevant to the verification process, and I therefore understand the casino's decision to take action against the account in accordance with the cited Terms and Conditions.

Dear chris211,

I understand that this is not the outcome you were hoping for. However, after reviewing the casino's explanation together with the confidential supporting evidence, I do not have sufficient grounds to conclude that the casino acted incorrectly in restricting the account and withholding the associated funds.

Unfortunately, I am also unable to disclose or publish the confidential evidence provided by the casino, as doing so could compromise sensitive security and verification procedures.

Based on my assessment of all the available information, I consider the casino's action justified in this case. I will therefore proceed with closing this complaint as Rejected.

Thank you both for your cooperation and understanding.

Best regards,

Samuel

Casino Guru