Stake Casino - Račun igrača je zatvoren i sredstva zadržana.

Dear Guru Casino Complaints Team,

I am filing a formal complaint against Stake for unfairly banning my account and refusing to process my $18,260 withdrawal request. I have fully complied with their verification process, submitted all required documents, and adhered to their terms. However, Stake suddenly disabled my account without a clear explanation, raising serious concerns about their transparency and fairness.

Verification Process Issues

I submitted all the required verification documents, and while they were still under review, Stake sent me a Veriff verification link for further identity confirmation. I followed their instructions, submitted a photo of my passport, and completed the live facial verification process.

After successfully submitting the verification, I contacted Stake’s support team to check the status of my document review. Instead of receiving an update, I was suddenly informed that my account had been permanently banned.

Shocked by this decision, I tried multiple times to communicate with Stake’s live chat support, but they repeatedly refused to provide any clear explanation. Left with no other option, I emailed account@stake.com seeking clarification. Their response was that my submitted documents were deemed "deceiving," leading to the permanent closure of my account.

I want to make it absolutely clear that all the documents I submitted were 100% genuine and valid. There was no deception or falsification of any kind. However, Stake informed me that this was their final decision, offering no opportunity for further appeal.

Concerns and Impact

Lack of Transparency – Stake never provided a clear reason for the account ban or explained why my documents were rejected.

Unjustified Account Ban – I followed all verification procedures correctly, yet my account was permanently disabled.

Withheld Funds – My $18,260 remains in my account, and Stake has not provided any method for me to withdraw it.

Unfair Decision – Despite my multiple attempts to clarify the issue, Stake has refused to offer any proper explanation or resolution.

Requested Resolution

I kindly request Guru’ assistance in:

Ensuring that Stake provides a clear, detailed explanation of why my account was banned and why my documents were deemed "deceiving."

Facilitating the immediate release of my $18,260 funds.

Investigating Stake’s account banning and verification practices to prevent other players from facing similar unfair treatment.

This situation has caused me significant distress, and I hope to resolve it fairly and as soon as possible.

Thank you for your time and attention to this matter.

Dear zhendehennan,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the email you received from the casino informing you that your account has been closed? My email address is veronika.f@casino.guru.

Also, kindly forward me the documents you sent to the casino for verification.

What types of games did you play?

Did you accumulate your winnings with or without a bonus?

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

Dear Veronika,

Thank you for your response.

I have forwarded the email I received from the casino regarding my account closure.

I have also attached the verification documents I submitted to the casino.

I placed bets on both sports and slot games.

My winnings were generated purely from my own deposits, without using any bonuses.

I appreciate your assistance and look forward to your support in resolving this issue.

Best regards,

Thank you very much, zhendehennan, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear zhendehennan,

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 comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Casino Guru Team,

I would like to further elaborate on my concern regarding Stake’s justification for restricting my account if it is based on regional limitations.

The reason I registered and placed bets on Stake was due to my son's recommendation. He has been a registered user on Stake for over four years. Despite accumulating a net loss exceeding $600,000, he continues to have full access to betting, deposits, withdrawals, and membership benefits. He has always praised Stake’s platform for being convenient, trustworthy, and efficient, which ultimately led me to sign up and place bets myself.

If regional restrictions are truly the reason for my account's limitation, I would like to ask: why has my son's account—despite incurring over $600,000 in losses—not been restricted at all? He is still able to log in and place bets without any issues. This clearly demonstrates inconsistent enforcement of your policies and a clear case of unfair treatment.

This feels like nothing more than an unjust and arbitrary application of Stake’s rules, selectively enforcing restrictions when it benefits the platform financially. I am extremely frustrated and find this practice to be highly unfair.

Below, I have attached my son’s loss records as evidence.

I look forward to a fair and transparent resolution to this matter.

Best regards,

Dear Kubo, 

We would like to inform you that the complainant was notified on February 20th that their account was permanently restricted due to a failure to meet verification standards.

Additionally, we have sent you an email with further details regarding this case.

Kind regards,

Dear Stake Casino,

Thank you for providing the details regarding this matter.

Dear zhendehennan,

After thoroughly reviewing the evidence provided by the casino, I must conclude that the decision to close your account is justified and appropriate.

The Know Your Customer (KYC) process is a fundamental requirement for online casinos, ensuring compliance with anti-money laundering regulations while preventing fraud and identity theft. By verifying player identities, casinos promote responsible gambling, protect minors, and enhance overall security, fostering a trustworthy gaming environment.

During registration, players agree to abide by the casino’s Terms & Conditions and complete the verification process independently, without any third-party involvement. The presence of a third party in the verification process raises serious concerns regarding the integrity of the account and constitutes a direct violation of KYC policy.

In this case, the casino has provided sufficient evidence confirming third-party involvement in your verification process. Therefore, I must regretfully reject this complaint as unjustified.

I understand this is not the outcome you were hoping for, but the evidence clearly supports the casino’s position.

Thank you for your understanding. I regret that I couldn’t provide a more favorable resolution in this instance. However, if you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center - we are always here to assist you!

Best Regards,

Kubo