Stake Casino - El jugador no puede depositar o retirar.

I cannot deposit and withdraw.

I have already performed all the procedures that the team asked me to do, but they are incompetent and cannot help me. I've already tested it in browsers: Opera, Firefox, Chrome, Brave, Microsoft Edge. Mobile version is desktop.

Não consigo realizar depósito e retirada.

Já realizei todos os procedimentos que a equipe me solicitou, porém são incompetentes e não conseguem me ajudar. Já testei no navegadores: Opera, Firefox, Chrome, Brave, Microsoft Edge. Versão mobile é desktop.

Dear muraroalex,

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. Have you made any successful deposits or withdrawals before? Could you please confirm that you have passed the KYC verification?

Do I understand correctly that 5,650 R$ (dispute value) is being held in your account because of missing withdrawal methods?

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 was initially only able to make the deposit via a digital wallet here in Brazil, as shown in the following photo:

The partnership between Vcreditos and Stake I was told has ended. Stake does not give me the option to perform KYC verification.

Eu inicialmente só consegui realizar o depósito via uma carteira digital aqui do Brasil conforme foto a seguir:

A parceria entre Vcreditos e Stake foi me informado que terminou. A Stake não me dá opção de realizar a verificação KYC.

Thank you for your reply, muraroalex. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. 

Additionally, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Casino Guru,

After assessing the player's account we have confirmed that the player only has 1,35 R$ on his account and that he has been able to withdraw funds. Just this week the player withdraw 720 R$.

Please let us know if you want us to send evidence to your e-mail.

Best,

Stake

Dear muraroalex,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.