Stake Casino - La cuenta del jugador ha sido cerrada sin pago.

I made a deposit of $4999, of which I lost $999, and there was $4000 left on my account. I was asked to go through verification, I went through 3 levels and uploaded documents confirming the funds at level 4. At the same time, I was asked to go through verifff by mail, which I successfully did on the same day. About 2 hours later, my account was deactivated and they won't let me withdraw my money. All the requested documents were provided, verification was easily passed, but they simply decided not to pay me. Please help me

Я сделал депозит 4999$ из них проиграл 999$ на аккаунте осталось 4000$. Меня попросили пройти верификацию, я прошел 3 уровня и загрузил документы подтверждения средств на 4 уровне. Параллельно меня попросили пройти verifff на почте, что я успешно в тот же день сделал. Спустя примерно 2 часа после этого мой аккаунт деактивировали и не дают вывести деньги. Все документы запрошенные были предоставлены, верификация с легкостью была пройдена, но они просто решили не платить мне. Прошу помочь вас

Dear abuba5658,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stake Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

1. I created an account on February 20th and on the same day they requested KYC

2. I received a letter in the mail

3. I think I made a bet on sports and lost it. I can't say for sure because I can't log into my account and it's been about three weeks

4. I didn't receive any bonus. All the money on the balance is my deposit.

5. They disabled my account access, so I can't download the chat conversation, that's where it all happened. This is what I have in my email, I'm attaching screenshots

1.я создал аккаунт 20 февраля и в тот же день запросили kyc

2.мне пришло письмо на почту

3.по-моему я сделал ставку на спорт и проиграл ее. Не могу точно сказать потому что не могу войти на аккаунт, и прошло около трех недель

4.никакого бонуса не получал. Все деньги на балансе это мой депозит

5.они отключили мне доступ к аккаунту, по-этому не могу загрузить переписку в чате, именно там все происходило. Вот что есть на почте, прикрепляю скриншоты

Dear abuba5658,

Could you please explain which documents you provided?

From the response of the casino the documents weren't clear enough. Have you provided documents that were of good quality to the casino?

Could you please share with me the documents you submitted? Send the information to my email at tomas@casino.guru

Good day. I sent them bank statements with card transactions and salary crediting. I sent them utility bills with my address and payment on them. I sent them confirmation of my address from the bank. I sent them the rental agreement. I sent them pay slips and confirmation of their crediting to the card. They accepted and checked all of this. And after they had no arguments left, they simply closed my account.

I sent you all the documents by email.

Добрый день. Я отправил им банковские выписки с операциями по карте и зачислением зарплаты. Я отправил им коммунальные квитанции со своим адресом и оплату по ним. Я отправил им подтвержением моего адреса из банка. Я отправил им арендный договор. Я отправил им расчетные листы и подтверждение их зачисления на карту. Они все это приняли и проверили. И после того как у них не осталось аргументов они мне закрыли просто счет.

Все документы отправил вам на email

Thank you very much, abuba5658, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 abuba5658,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Stake Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Stake Casino,

Could you please provide a detailed explanation of this case, including the reasons for the closure of the player's account? Additionally, I kindly ask you to share any relevant evidence of the player's violation of the Terms & Conditions by sending it to my email address at jakub.m@casino.guru.

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

We would like to inform you that an email regarding this case has been sent to you. Additionally, the user was previously informed, at the beginning of March, that their account was permanently restricted and the reasons for this decision.

Kins regards,

Dear Stake Casino,

Thank you for providing the details regarding this matter.

Dear abuba5658,

After carefully reviewing the evidence submitted by the casino, I must conclude that the decision to close your account was justified and in line with their policies and industry standards.

The Know Your Customer (KYC) process is a crucial security measure that ensures compliance with anti-money laundering regulations, helps prevent fraud, and maintains a secure gaming environment. As part of this process, players must verify their identity independently, without third-party involvement, as stated in the casino’s Terms & Conditions. Any breach of these rules, especially third-party participation in verification, is a serious violation of KYC policies.

In this case, the casino has presented clear and sufficient evidence confirming that a third party was involved in your verification process.

Given this, I must unfortunately reject your complaint as unjustified.

I understand this is not the resolution you were hoping for, but the provided evidence strongly supports the casino’s decision. While I regret that I couldn’t offer a more favorable outcome, please know that our team is always here to assist you with any future concerns regarding this or any other casino. Should you need any further support, feel free to reach out through our Complaint Resolution Center.

Thank you for your understanding.

Best Regards,

Kubo