BitStake Casino - Dobitke igrača konfiskuje kazino.

Bitstake just stole my money after having excuses for more than 6months to not pay out my money.

Can i send the chat transcript so you can see for yourself.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Eirik,

Thank you very much for submitting your complain. I’m sorry to hear about your problem with Bitstake regarding the withdrawal of your funds. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• What was the amount you requested for withdrawal?
• On what date did you make the withdrawal request?

Additionally, if you’d like to share any relevant communication, including the chat transcript, please feel free to forward it to jean.s@casino.guru. Thank you very much in advance for your reply.

Best regards,

Jean

Hi Jessica this case is o old and i have tried withdrawing my money for many months now the verification was never the issue.

my account was foully verified, the issue was always that they never had any payment methods they said.

And i can not longer access their website because now it is shut down already.

I will forward all the chat logs to your email.

I do not remember if i played with a bonus or not since it has gone many months now.

I forwarded emails to jean.s@casino.guru

From the emails you forwarded, here is the timeline I have gathered so far, along with a few points that still need clarification to understand your case fully:

• March 23: no-reply@bitstake.com sent you a confirmation of your withdrawal request.
• March 24: Svyatoslawa K informed you that, for the withdrawal to be processed, you needed to complete your profile information and provide a list of required documents.
• March 25: You sent your documents (ID, selfie, and electricity bill) to 1216376558@tickets.helpdesk.com.
• March 26: Helpdesk support replied that the documents must be sent specifically to KYC@bitstake.com.
• April 22: You contacted live chat support (Naomi), who stated that the casino had already closed and that email notifications regarding the required withdrawal actions were sent on March 30 and April 3. She added that the project was closed on April 6–7 and that your funds could not be refunded because you did not contact support within the required timeframe. She advised contacting support@bitstake.io for any further assistance.

I understand how difficult and frustrating this situation is, especially after your repeated efforts to complete the withdrawal and verification process.

To move forward and see whether any additional steps can still be taken, please confirm the following:

1. Did you send your documents to KYC@bitstake.com after receiving the instruction on March 26?
2. If you did, did you receive any reply or confirmation from the KYC team? Please forward any emails related to the verification process.
3. Have you contacted support@bitstake.io as Naomi advised? If yes, please share any responses you received from them.

Once we have these details, we will be able to assess the situation more accurately and determine the next possible steps.

I have sent my documents multiple times to them they keep asking for it again because they have no clue of what they are doing.

This verification has been going on since last year.

here is my email with my documents on 26th

I have done everything i can from my side for many months now sent them all requested documents keep contacting them on live support but they just tell me the same send the documents to kyc i said i did they say they will get back to me on email but never do and this is repetead for months!!

You sent the documents to KYC@bitstake.io but you never got a reply from them.

You added an image of the email with documents that you sent on the 26th. However, the image is small and blurry. Please upload it as an attachment instead of pasting it directly to your message.

Have you contacted support@bitstake.io as Naomi advised? Please forward the response from support@bitstake.io.

Bitstake.com is already closed. So Naomi, live chat support, advised you to contact support@bitstake.io. Did you contact them? Please forward the email that you sent to support@bitistake.io along with their response to jean.s@casino.guru. Please do not post a screenshot of the email sent in the complaint thread as sometimes the image can be blurry and not readable.

Hi Jean,

yes i have been contacting them through live support and emails for more than 6-7 months.

They keep saying the same thing all the time and request the same documents all the time.

They have no structure at their company i told them so many times that they already received the documents they requested I have now forwarded the emails to you so you can see for yourself that i sent the documentation for verification 01.12.2025 already still they keep asking for it again and again like they dont even check their emails.

I know you were in contact with support@bitstake.com but since Bitstake.com had already closed, Naomi told you to contact support@bistake.io. Did you contact support@bitstake.io? Please keep in mind that bitstake.io is different from bitstake.com.

We can only proceed depending on the reply from support@bitstake.io if they are in any way related to the old Bistake.com Casino.

Dear Eirik,

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,
Jean
Casino.Guru