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Dear Casino Guru Team,

I've had an account with Stake.com since 2021. About a year and a half ago, I blocked the account indefinitely.

In April of this year, I wanted to play at Stake.com again and submitted a Return to Play request. After about three weeks, I received a response from Stake. In the email, they asked me to answer five questions, which I did that same day. This was in early June 2025.

I haven't received a response from Stake since. Two weeks ago, I won a giveaway from a big streamer, and he transferred the money to my Stake account.

Even after repeated emails, Stake hasn't reactivated my account, neither for playing nor for withdrawing funds. My requests in the Stake community forum are simply deleted.

Liebes Casino Guru Team,

ich habe seit 2021 einen Account bei Stake.com. Vor ca 1 1/2 Jahren habe ich den Account auf unbestimmte Zeit gesperrt.

Im April diesen Jahres wollte ich dann wieder bei Stake.com spielen und habe eine Return to Play request gestellt. Nach ca 3 Wochen erhielt ich eine Antwort von Stake, in der Mail baten sie mich 5 Fragen zu beantworten, was ich noch am selben Tag tat. Dies war Anfang Juni 2025.

Seit dem habe ich keine Antwort von Stake erhalten. Vor 2 Wochen habe ich dann bei einem großen Streamer ein Giveaway gewonnen, er hat mir dann das Geld an mein Stake Account überwiesen.

Auch auf erneute Mail hat Stake meinen Account noch nicht wieder freigegeben, weder zum spielen, noch zum auszahlen des Geldes. Im Stakecommunity Forum werden meine Anfragen einfach gelöscht.

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 explain how the giveaway prize was transferred to a closed casino account and provide evidence?
• Could you please share with me your communication with the casino regarding the issue? 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

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Stay safe.

Hi Thomas,

Attached are the screenshots from the live stream. Since I can't log in, I don't have a screenshot of the payment being received in my account. However, the Stake account hasn't been deleted, just blocked, so the money can still be transferred to this account.

I have forwarded my email conversation with Stake to you as an email.

Best regards and thank you for your help

Nils

Hi Tomas,

im Anhang die Screenshots aus dem Livestream. Da ich mich nicht einloggen kann habe ich keinen Screenshot des Zahlungseingangs auf meinem Konto. Das Konto bei Stake ist jedoch nicht gelöscht sondern lediglich gesperrt, daher kann das Geld auf diesen Account trotzdem überwiesen werden.

Meinen Mailverlauf mit Stake habe ich dir als Mail weitergeleitet.

Beste Grüße und vielen Dank für deine Hilfe

Nils

Thanks for your patience.

• Could you please clarify whether the prize is directly withdrawable?
• Were there any rules associated with the giveaway to your knowledge?
• When was the last time you received a response from the casino?

Hello Tomas,

1) As soon as I can log in, the winnings can be paid out immediately. There are no further conditions for the payout.

2) No, no rules concerning stake

3) On 12.06.2025 at 14:06 CET

Hallo Tomas,

1) sobald ich mich einloggen kann, kann der Gewinn direkt ausgezahlt werden. Es gibt keine weiteren Bedingungen für die Auszahlung.

2) Nein, keine Regeln die Stake betreffen

3) Am 12.06.2025 um 14:06 CET

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

Hello,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Stake Casino to join the conversation and participate in the resolution of this complaint.

Dear Stake Casino,

Can you please provide an update on the situation? Will the player be able to access their account?

Kind regards,

Adam

Dear Adam,

The user requested a permanent self-exclusion of their account in July 2024, which resulted in the account being fully restricted. Almost a year later, they requested to return to play. While this request is still under review by the responsible department, it appears the user participated in a livestream where they won an amount that was subsequently credited to their account. It is important to note that the user knowingly took part in this "promotion" despite being aware that their account was restricted.

That being said, we have escalated this matter internally for further review in order to assess possible alternatives in this case.

We appreciate your understanding.

Kind regards,

Dear Stake Casino Team,

Thank you very much for your reply. I fully understand that the error is on my side. However, at the time of the competition, I didn't know that the money would be transferred exclusively to my Stake account (I should have known, but I didn't think about it, and at the time I won, I still thought it might be possible to transfer it another way).

However, I would have appreciated better communication from you, as I haven't received any feedback for three months now. A message like "Hello player, we have received your email and are processing it. Due to our high workload, processing your request will take X weeks/months." would have been very pleasing.

Thank you for your help and I hope that the problem will be resolved soon.

Many thanks and best regards

Nils

Sehr geehrtes Stake Casino Team,

vielen Dank für eure Antwort. Mir ist vollumfänglich bewusst, dass der Fehler auf meiner Seite liegt. Allerdings wusste ich zum Zeitpunkt des Gewinnspiels nicht, dass das Geld ausnahmslos auf das Konto bei Stake überwiesen wird (ich hätte es mir denken können aber habe darüber nicht nachgedacht und hatte zu dem Zeitpunkt, als ich gewonnen habe, noch gedacht, dass es vielleicht auch anders überwiesen werden kann.)

Allerdings hätte ich mir eine bessere Kommunikation Ihrerseits gewünscht, da ich nun seit 3 Monaten absolut gar keine Rückmeldung mehr bekommen habe. Eine Nachricht wie „Guten Tag Spieler, Ihre Mail ist bei uns eingegangen und wird bearbeitet. Aufgrund von hohem Arbeitsaufkommens wird die Bearbeitung Ihrer Anfrage X Wochen/ Monate in Anspruch nehmen." hätte mich sehr gefreut.

Ich danke Ihnen für Ihre Mithilfe und hoffe auf eine zeitnahe Lösung des Problems.

Vielen Dank und viele Grüße

Nils

Thank you for your response, Stake Casino.

We will allow more time for the matter to be assessed by the casino internally - are you able to provide an estimate on how much time may be required?

Kind regards,

Adam

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear NilsL,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Adam