Stake Casino - Račun igrača je zatvoren i sredstva su odložena.

First, my problem began around April 28, 2025, when I wanted to withdraw some of my funds, but I was denied permission. The reason Stake.com gave at the time was that they required verification of the third stage, which they stated could not exceed 72 hours. Because I trust support and Stake.com, I didn't hesitate to do anything and follow the instructions. I left many other places and sites because I saw your credibility and transparency, and I didn't want you to betray this trust...

I waited seven days, not 72 hours as they stated, and contacted them again. They told me there was no problem with the third stage for me, no problem with the withdrawal, and no problem because the third stage was not mandatory for me now.

I repeat, support told me seven days later that the third stage was not mandatory for me in any way, and that I could withdraw, deposit, and operate my account normally. I have all the conversations and screenshots with me...

I tried dozens of times and was unable to withdraw, so I sent them a screenshot telling me to contact support via email. I contacted them, but no one resolved the issue. They told me the same thing.

My account is working normally, and I'm not obligated to go through the third stage. Everyone was stalling for no reason.

But nothing changed. I contact them daily with the same words from all parties. Note that I sent the required documents for the third stage, which are not mandatory. It is my birth certificate, as they requested. It is included in the list of acceptable documents required by the site. I verified my account with a passport, photo, phone number, and all legal procedures. I activated it and didn't violate the law or the site even once. I adhere to all legal casino standards here at Stake.com...

Is this because I made profits and didn't lose, or what? I have screenshots from April 22nd to this day; I have my money, my account, and everything I need to access... The problem persisted until they sent me a message stating that on Monday, May 19th, 2025, my issue would be resolved.

That date was still approximately 5 days away...

On the specified date, my account was closed without my knowledge. I repeat, without my knowledge and without consulting me. On May 19, 2025, there were 6.88 ETH in my account. I sent them a message at the same time stating that my account contained funds and that they should be preserved. I hold them fully responsible for the account and the funds. They sent me a message stating that my funds were safe and that there was no need to worry. So far, I have been unable to access my account normally. They keep contacting me and asking me to log in. I log in to the account for a maximum of 10 days, and then they force me to log out again without my knowledge. I contacted them to verify the situation, but no one responded after that. I sent them a message. A message stating that they would never lift the restrictions on my account. They would never lift the restrictions on my account unless I sent them a written message on paper and took a photo of myself next to it to confirm that no one had tampered with my email and account. However, they either did not implement what I said or deliberately ignored my words. I say this intentionally, and I have a screenshot to prove it...

So far, the account recovery team has refused to help me, refused to respond, and refused to reopen my account, even though I have verified my account with all the documents they requested...

They asked for a photo of my passport, my phone number, a photo of my username, today's date, and my passport. They asked for the last transfer to the site from my wallet, my passport number, and a change to my email address. They asked for my account balance and all deposit transactions.

They asked for my IP address and the type of device I use to log into my account. I did everything exactly as they asked. I sent them everything they asked for, and they still stall. I hold them fully responsible.

Before they contacted me, my account contained 6.88 ETH, equivalent to $17,128 at the time. I have snapshots of my daily activity for a month, and everything is documented. I want Stake.com management to intervene and resolve my issue now.

I want a transparent investigation into this matter. I know that Stake.com will not tolerate this issue and will take fair action. Stake.com will not tolerate anyone who tarnishes its reputation, especially if it is one of its employees. Stake.com is a major casino site, and that is my issue in a nutshell.

Thank you. Best regards.

Dear elzanatykhalifa9999,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with your account. To assist you effectively and better understand your situation, could you please provide the following information?

• What specific information did you receive when you were initially denied permission to withdraw your funds?
• Can you confirm the exact date you submitted the required documents for the third stage verification? Have you submitted any proof of address to your casino profile?
• What communication have you received from Stake.com regarding the status of your account since May 19, 2025?
• Have you received any specific reasons for the closure of your account, aside from the request for additional verification?

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.

Welcome back. There was a contradiction in the conversation from the website. At first, they said I had to authenticate the third stage. When I submitted a document from the bank, they said they wanted another document that was no more than six months old. So, I sent them my birth certificate, which is from a government source. They wanted more. They said the order would take 72 hours from July 2, 2025. This took a long time. When I contacted live support, they told me it was not necessary to authenticate the third stage now. I was not obligated to do it. So, I told them I did not have the ability to withdraw, and the website did not want to complete the withdrawal with me. I sent them a screenshot. This is what prevents me from withdrawing. The first screenshot is the one that appears when withdrawing. This is the one with the yellow color.

This is the second screenshot. After I submitted the birth certificate, it appeared to me in this form, and it has the same content.

When I contacted support, they told me My account is working normally and I am able to withdraw at any time as you can see, but when I withdraw, the withdrawal is not made.

When I withdraw, this message appears to me as shown in the screenshot for you.

This is regarding your request and your first question, and I will provide you with the rest of the details.

Welcome back.

Regarding your request No. 2, the deadline for submitting the document for the third stage was April 29, 2025. The first document they requested, which was rejected, was from a bank. It was rejected because it was six months old.

The second document, a birth certificate, was accepted and the website approved it. It was submitted on May 3, 2025, and it was accepted.

These documents are my personal address. I provided them with a photo of my passport, along with a photo of myself, my username, and today's date for verification and documentation.

Look at the discrepancy in the screenshots. They say there is no problem, but the website asked me to verify it for the third stage.

Yes, I received reasons from them now. They say they don't want to remove 2FA because I had changed it before.

And when they told me that I had bet my money, which was 6.88 eth, I told them they had to send me proof of their words, such as my IP address and how my account was accessed.

This is another reason I'm looking into.

Welcome back.

If you look at this screenshot, you will see that they say my money is safe. How is that possible when I am unable to access my account? My money is inside the account.

Here he says that he will not cooperate with me, and this is because I hold them responsible for my money and accuse them of having been defrauded by the site. Therefore, they do not want to reopen my account so that I do not see what was done to it on the site.

They say all of this, and when I try to log in to my account, it doesn't work, as you can see.

Could you please explain in more detail why you decided to change your player's email address? Are you suggesting that someone else hacked your casino account and spent the money you had in it?

Hello again.

The site asked me to change my email address urgently in order to complete the 2FA removal process.

I sent you a screenshot of this.

And I was following the instructions as he told me.

Thank you.

Hello again.

 In the first screenshot, you will see that they asked me to change my email address. As you can see, it was an official request from the stake.com website, and I did as they asked in order to cooperate with them in resolving my issue.

In the second screenshot, when the new email address was confirmed as requested, they began tampering with me. They closed and then opened my account. They closed and then opened my account. They enabled 2FA without consulting me. I have screenshots of all of this. I blocked them several times because my account contained money. I held them responsible for every message.

Please forward me the original emails you received regarding the requests to change your email address at veronika.f@casino.guru. Thank you for your cooperation.

Hello again.

I have sent the requested information to the email address provided, veronika.f@casino.guru.

Please note that I have included the original emails in my previous posts here, and I have more.

Best regards to all of you.

Thank you for your messages. I apologize for the misunderstanding, but I need the entire emails you received from Stake regarding the request for a new email, not just screenshots. Please forward me the entire emails you received from the casino at veronika.f@casino.guru.

Thank you for your communication and interest. I have sent you everything you requested via email. Please confirm with me that you have sent it. I have sent you the entire conversation, and I have more conversations available. Best regards.

Please forward me the emails in EML format, not screenshots. If you fail to provide me with the requested evidence, I will be forced to reject this complaint.

How to Download Gmail Emails in EML Format & Forward

1. Open Gmail in your web browser

Go to https://mail.google.com and log in.

2. Open the email you want to download

Click on the email you want to save and forward.

3. Click the 3-dot menu (More) in the top-right corner of the email

This is located next to the Reply button (not the browser menu).

4. Select "Download message"

• This will save the email as a .eml file to your computer (usually in the Downloads folder).

5. Open your email client or Gmail again

• Start a new email to the person you want to send it to.

6. Attach the .eml file

• Click the paperclip icon to attach a file.
• Locate the .eml file you downloaded and add it to the email.

7. Write a message and click Send

Hello again.

Yes, I understand what you mean and I know what you want.

But you're asking me for messages from the old email address

which was previously linked to the account.

Now, this old email address has been closed for some time, since the date I requested to change it to the new email address and transfer the account to this one, which works with me now.

All I have are screenshots of the old email address. I only kept them from the old address because it was permanently closed. At the time, the site asked me not to use it again. They said it was unsafe. How could I keep it? For fear of damaging my account, it was locked away from my computer.

So, I closed it and I don't know how to access it again now.

If you want messages from the new address in the same way you want, that's no problem for me, because the new address is working normally for me now.

I hope you understand what I mean and that you understand me well.

The messages related to changing this email address are on the email. Old

This old email has been closed and I am unable to access it.

This is to clarify for you.

Because the site understands and convinces me that it is not secure.

If you want screenshots, I have them with me. I have all the screenshots from this email in case of any problems. And because I always document conversations with this site.

So if there is any other way, please let me know. I am ready for anything.

Thank you.

Best regards.

Unfortunately, we won't be able to further assist you with your complaint.

If you believe that your account was hacked and your balance misused by a third party, this falls under the jurisdiction of the police and your bank, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino. 

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika