Stake Casino - El jugador solicita acceso a la cuenta únicamente para retiros.

Dear Escalations Team,

Thank you for your response. I would like to clarify that I am not asking to reopen my account for gameplay. My request is only to disable 2FA and provide me access for withdrawal purposes only, so I can safely withdraw my funds.

It feels unfair to keep my funds locked when I am not requesting to gamble. I fully respect your responsible gambling policies, but I believe players should always be able to withdraw their balance.

Please allow me at least a one-time 24-hour withdrawal window or set my account to "withdrawal-only mode" so I can access my funds without gameplay.

I trust Stake as a platform and do not believe this aligns with your usual fairness to players. I kindly ask for your urgent help in resolving this matter.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify why you are unable to access your casino account?

Has the casino blocked your account, or did you request that your account be closed?

Why do you wish to disable 2FA?

Have you passed the full KYC verification?

What is the real-money balance in your casino account that you're unable to access?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello Veronika,

Thank you for your response and for assisting me. Please find my answers below:

1. I am unable to access my account because I accidentally self-excluded after losing. I was frustrated and clicked on it, but I did not intend to permanently close my account.

2. The casino blocked my account after I clicked self-exclude. I did not request a permanent closure.

3. I wish to disable 2FA because I deleted my Google Authenticator and cannot log in anymore. My only request is to regain access for withdrawal purposes only, not for gameplay.

4. Yes, I have passed full KYC verification and can provide my ID again if necessary.

5. My account had both funds and unclaimed rewards. I deposited $400 and wagered over $50,000 in a single week. I reached VIP Silver but did not claim my $50 reward. Based on my wagering, my weekly and monthly rewards should also be over $100 and $200+. Altogether, this is money that rightfully belongs to me, and I should be able to withdraw it.

To clarify: I am not requesting to play again. I fully respect responsible gambling policies. However, I believe that self-exclusion should place my account in withdrawal-only mode, not block my funds completely. I am simply requesting fair access to withdraw what I earned

Thank you very much for your help in resolving this matter

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear STAKERUSHBD,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika

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

The player added the following details:

I am very disappointed with Stake’s support.

After self-excluding my account, the Escalations Team confirmed that my account is in withdrawal-only mode. This is exactly what I wanted — I respect self-exclusion and do not want to gamble. I only want to withdraw my balance and unclaimed rewards.

However, because I lost access to my 2FA (Google Authenticator deleted), I cannot log in. The Recovery Team refuses to reset my 2FA, claiming "no security changes can be made on self-excluded accounts." This makes no sense because the account is already withdrawal-only, and resetting 2FA is not gambling — it is only for me to access my rightful funds.

Now, the Recovery Team has stopped responding to me altogether. My money is effectively locked for six months, which feels unfair and against the principle of responsible gambling. Self-exclusion should protect players from playing, not trap their balances.

I am fully KYC verified and ready to provide any documents needed. I kindly ask Stake management to step in and resolve this issue fairly

Would it be possible for you to install Google Authenticator again, so that you do not need to reset your 2FA?

Could you please specify if you had any real-money balance in your account, excluding bonuses and rewards? We need the exact amount of real money you had in your account prior to self-excluding.

Also, kindly forward me the communication between you and the casino regarding the withdrawal of your remaining balance at veronika.f@casino.guru. Thank you for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear STAKERUSHBD,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika