Stake Casino - Pelaajan tili on suljettu.

Made a deposit of 6000 USDT, played some low risk limbo to test out the site, and did not even get to do anything else yet before I got an email saying my account has been suspended. I then found I couldn't withdraw, so I emailed back and was told my account had been permanently closed. This is an absolutely ridiculous situation as I had done nothing wrong to break the terms of service. I didn't take on any deposit bonus and barely did anything with my deposit. All the KYC information I submitted was correct, and I am willing to provide more information to verify my identity but never was given the chance to. Now the deposit which is my own money has been forcibly taken despite doing nothing at all.

Dear Avery691,

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 clarify how much money you had in your casino account before it was closed?
• Do I understand correctly that your account has not been verified yet?
• Have you received any explanation from the casino regarding the blocked account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

• I deposited 6000 USDT and at the time of account closure 5927 USDT.
• Wrong, my account was successfully verified to KYC level 2 which included ID check. It is only after I made my deposit that they said my KYC was wrong.
• 0 explanation and communication besides saying my KYC was bad, but I don't understand how this is possible because the account was fine before I made the deposit. Now they are holding my money that I deposited which is absurd.

Thank you very much for your reply, Avery691. Do I understand correctly that this was the only message you received regarding this issue?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi Kristina,

I can confirm this is the only communication I have received from Stake. All I did was make 1 depo and played their originals on low risk. Stake just straight up stole my depo and permanently banned my account for nothing. They claimed my KYC is falsified but have 0 proof to back it up, whereas I can submit any documents necessary to prove my identity. This is a clear case of theft if they don't give my money back.

Thank you very much, Avery691, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Avery691,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Stake Casino representative to join this conversation.

Dear Stake Casino, could you please provide more information about this case?

Looking forward to your reply.

Dear Katarina,

Please be advised that we have sent you an email concerning this matter. Furthermore, the user has been informed of their account status.

Kind regards,

Dear Stake Casino,

thank you for your email.

Dear Avery691,

please provide a copy of your government-issued photo identification, displaying both sides. In addition, kindly submit a selfie holding your identification card close to your face. You can send it to my email: katarina.d@casino.guru

I sent the documents and selfies to your email.

Dear Avery691,

thank you for your email.

Could you please forward the email in which you received this card? Ideally, a video clearly displaying the email would be helpful, followed by forwarding the email itself. My email address is katarina.d@casino.guru

Hi,

I am confused what you mean by "the email in which I received this card". I sent you selfies I took myself with my ID. I did not receive any email? Did you not get the email I sent you? Please clarify what it is you want.

Dear Avery691,

As per my understanding, Indian citizens can expedite access to their Aadhaar number by downloading an e-Aadhaar (a digital copy) from the UIDAI website once their Aadhaar is generated. Have you already downloaded your e-Aadhaar? Did you receive your identification via email and subsequently print it? If so, will you be able to send it to my email katarina.d@casino.guru?

Looking forward to your reply.

I have sent you the email.

Dear Avery691,

thank you for your email. I have followed up with an answer.

Hi,

The documents were received as a physical copy, not via email.

Dear Avery691,

Thank you for your patience and for providing all the information.

Following further communication with the casino and a very thorough review of the documents and evidence, I unfortunately have to reject this case. The decision is based on suspicious activity related to your player account. Please accept our sincere apologies, but we have reached an impasse in mediating this complaint. Due to the complexity of the issues and our lack of legal authority over certain aspects, we are unable to proceed further. We regret that we cannot provide a resolution in this matter.

I understand this is likely disappointing news, and I sincerely apologize that I cannot assist you further. As a next step, I recommend submitting a formal complaint with the authority that licenses the casino. This may provide an avenue for further investigation.

I recommend you contact the Curacao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Katarina