Stake Casino - Problem sa povlačenjem igrača ostaje nerešen.

Hello,

I’ve contacted the support team multiple times, but my issue regarding the 3-month suspension of Japanese Yen withdrawals has not been resolved.

Since this matter has resulted in serious financial loss due to the absence of proper communication and failed expectations, I would like to escalate this case to the higher management or compliance/legal team.

Please treat this as a formal request for escalation. I require a written response from a supervisor or executive-level person.

Regards,

yuukimits123

Dear Ame_no,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and facilitate a resolution, could you please provide us with the following information:

• What specific reasons were provided to you for the 3-month suspension of your withdrawals?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• Have you passed the full KYC verification?
• Have you experienced any similar issues with withdrawals in the past?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Re: Withdrawal Issue – Response to Follow-Up Questions

Dear Veronika,

Thank you for your response. I appreciate your willingness to assist with this issue. Please see my answers and additional details below:

• What specific reasons were provided to you for the 3-month suspension of your withdrawals?

Stake.com only stated that "Japanese Yen withdrawals are temporarily unavailable," but this "temporary" suspension lasted over three months and continues as of now.

No clear reason, timeframe, or alternative method was provided, and I was never updated proactively. As a result, I was left in a position where I could not withdraw my funds in any usable form.

This prolonged inaccessibility directly caused me to spend the funds on the platform instead of being able to safely withdraw them. I did not intend to continue playing, but I was effectively prevented from exiting due to the lack of a working withdrawal method.

There is a clear causal relationship between the prolonged withdrawal suspension and the loss of my funds. Had I been able to withdraw at the time, I would not have used the funds.

• What types of games did you play?

I mainly played live casino games such as baccarat and blackjack. No sports betting.

• Did you accumulate your winnings with or without a bonus?

All winnings were accumulated without any bonus or promotional offers.

• Have you passed the full KYC verification?

Yes, I successfully completed the full KYC process including ID and address verification.

• Have you experienced any similar issues with withdrawals in the past?

No, this is the first and only time such a serious issue occurred.

To reiterate, the Japanese Yen withdrawal method has now been suspended for over three months, and I have received no meaningful resolution or update. I sincerely hope this matter can be escalated to ensure accountability and a fair solution.

Lastly, in the event that any compensation or reimbursement is offered, I would kindly request that it be issued in Solana (SOL), as it is currently the most accessible and preferred option for me.

Please let me know if you need any supporting documents or further clarification.

Sincerely,

Ame_no

[player ID hidden by Casino Guru]

[email hidden by Casino Guru]

Unfortunately, since you lost your balance during regular gameplay, we are unable to assist you any further.

I understand that waiting for the resolution of a payment provider issue can be very frustrating. However, during such times, it is vital to resist the urge to continue playing and risk the entire balance. We generally recommend using one of the other available payment methods or discussing the possibility of a manual withdrawal directly with the casino’s financial department.

Due to the reasons mentioned above, this complaint will now be rejected. Thank you for your understanding. I'm sorry we could not be of more help on this occasion. Please don’t hesitate to contact us again if you encounter any issues with this or any other casino in the future.

Best regards,

Veronika