Stake Casino - La cuenta del jugador ha sido cerrada.

I deposited 4000USDT on the stake website, and I didn’t even make any bets, but they blocked my account and asked me to complete KYC certification, and I couldn’t log in to my account, causing me to lose 4000USDT. I have no way to log in to my account, and I don’t even know how to solve it.

Hello,

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 you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Did the casino support explain how are you to submit documents required for verification?
• Have you completed Level 1 verification by submitting the personal details in your player's profile?
• Which documents did the casino request from you?
• 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I haven't been in the casino for more than a month. My account was blocked on January 21. I didn't know that my account was blocked by contacting online customer service. Yes, online customer service asked me to provide KYC authentication. I did as they required, but they still blocked my account for no reason. I can't even log in to my account now.

It's been almost a week, and I haven't received any reply. Who can solve my problem?

Thanks for your reply.

• Could you please explain when you provided documents the casino requested?
• Could you please list which documents you provided to the casino for review, and when was the last time the casino last responded to you?
• Forward the emails you received from the casino so that the sender and the recipient are identifiable.

My email is tomas@casino.guru

The earliest time is January 21, and the latest reply is July 21. I have forwarded all the emails to you.

When can my problem be solved?

Thanks for your patience.

• Could you please share the documents you submitted to the casino for verification of your account? (requested on January 13th )

- Level 2: A clear selfie with an identification document (both sides) along with a piece of paper with your username and today's date written on it.

- Level 3: Utility bill and proof of payment for the past three months.

- Level 4: A recent payslip and a bank statement covering the previous three months. Ensure the salary figures on the payslip correspond with and can be verified against the transactions in the bank statement. 

• Could you please specify when you provided these documents to the casino?

Forward the documents to my email at tomas@casino.guru for review. I apologize for the inconvenience.

Dear tauber197555,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru