Stake Casino - Player’s account functionality is restricted.

My account is freezed from last few days . I am not able to withdraw my money or deposit or play any bets.

As it shows "‘withdraw only mode ‘ please contact support" but i am not even getting a good response from them too. Please help me resolve my issue . I'm haven’t even got any response from them after i mailed them and even my verification is not being reviewed.

please help me.

Dear mohanronaldo722,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you sent your identity documents for verification but they have not been approved yet?

When exactly did you send your documents to be verified?

Have you received any notification about the reason why your account has been frozen? Is it just a temporary or a permanent measure?

Have you accumulated your winnings with or without an active bonus?

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

Best regards

Veronika

Yes you are correct that I have sent my documents but still it haven't approved. Atmost a month passed since I have sent my documents , I haven't received reason about this issue but I have received a notification from them which I will attach below

Yes you are correct that I have sent my documents but still it haven't approved. Atmost a month passed since I have sent my documents , I haven't received reason about this issue

Could you please specify which documents have you provided for your Level 2 verification?

For the level 2 verification I have provided my driving licence as a proof , but here a new update they have asked for a selfie for verification process and I have sent that too and they have banned my account for no reason please solve my problem and they are asking for INR 2000 for unblocking my account

Dear Veronika,

We would like to inform you that the user's account has been verified and this complaint has been resolved.

Kind regards,

But still my account is not unblocked and they are asking for a security deposit of 1000 INR for unblocking

Dear Stake Casino representative, thank you for getting in touch with us and explaining the situation.

Dear MohanRonaldo722,

Could you please provide more details about your inability to access your account? Have you checked the email address from which you received the security deposit request? It could be sent from some fraudulent account that has nothing to do with the official casino. Please note that casinos never asks for a security deposit to unblock your account.

stake.comsupp0rt@gmail.com from this mail I have received a mail that to unblock your account you have to pay a security deposit of ruppes 1000 , I don't know what to do , and my account is blocked right now , I can't access my account , and I am not sure that weather is mail is official or not but still I haven't payed that security deposit . My account was blocked by stake, please help me with this and unblock my account please

This email is not official. The casino never operates with a Gmail account. The official email address of customer support can be found directly on the Stake Casino's website. The official email of customer support is support@stake.com. Please do not send money to third parties and suspicious addresses, and wait for the resolution of this complaint. We are doing our best to help you, so kindly be patient.

I haven't send any money to them please kindly help me to solve this problem , I have to withdrawn my funds from my wallet over there , over 4000 INR have been inside it . I have to withdraw my funds from it kindly help me out in this issue

Are you still unable to access your casino account and request a withdrawal?

Yes , still I can't able to access my account

Thank you very much, mohanronaldo722, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Greetings all,

Dear mohanronaldo722,

I am sorry to hear about your trouble. I will ask the casino for an update and try my best to resolve the issue as soon as possible. However, before I do it - since I saw the update from the casino above, I will require from you the following:

It would be appreciated if you could load the casino website - https://stake.com/ - on a PC, but maybe a phone could be enough too, and use another device/phone to record a video of these steps - loading the casino website, logging into your disputed account by writing your email address associated with the disputed account and password (could be covered or you can turn the camera somewhere else while writing your password if it is not remembered/auto-filled there) into respective fields (if you use logging into your account via Google, please, show your account details after logging into it), navigate to verification (scroll down if needed), and if the verification is completed, go to the cashier section and request a withdrawal via preferred payment method.

Feel free to send me the video to branislav.b@casino.guru, or upload it on Google Drive and send me a link.

Thank you in advance. Looking forward to hearing from you.

I have sent a record video through that mail , I can't access my account , it's always shows that invalid credentials...

. Kindly please help me with it

Thank you for your email and the video, mohanronaldo722. Did you try to reset your password by choosing the option "Forgot Password", below the fields with credentials?

If not, can you try this option to restore access to your casino account? Can you let me know if that worked, and if not, why?

Yahhh , I have tried a couple of times , that doesn't work for me , once I click forget password , they are telling that , that they have sent a recovery mail , but I haven't received any of them , soo I can't able to assess soo please kindly help me in this

Dear Stake Casino Team,

Considering your post above - can you please confirm the email address the player used as his email assigned to the disputed account for submitting the complaint is an existing account? If so, can you provide him with instructions on how he could gain access to the account? Or, do you know about any technical issues on the casino's side?

If you can see the attempts to reset his password, can you confirm the emails with instructions were successfully sent to the email address?

Dear Branislav, 

We would like to inform you that we have sent you an email regarding this case.

Additionally, we would like to reiterate that there is no issue with the platform or the user's account. The complainant requested an email change to ayush********@gmail.com, which may be the reason they are unable to log in to their account.

Kind regards, 

Dear mohanronaldo722,

Players can update their emails at online casinos only after verifying the ownership of their accounts. The email associated with the disputed account was updated to a different one, by the owner of the casino account.

And why does the casino send emails to someone named "ayush"? Because the owner of the account requested that and verified himself as the owner.

In the screenshot below, you can see a direct connection between your disputed account and the complainant on another forum who confirmed his issue was successfully resolved (available HERE), some time ago. In addition, the user's last withdrawal was processed at the end of May 2024, before the restrictions took place, and it looks like the account owner is accessing his account without issues, and enjoying playing.

Based on the above-stated, we are rejecting the complaint. I really do not know what this was about...

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

If you have been the victim of a cyber attack, your personal data/documents have been stolen, and your account has been misused by a third party, I recommend that you contact the relevant institutions in your country, because, unfortunately, we cannot help you with cybercrime.

Thank you very much, Stake Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru