Stake Casino - Nalog igrača je trajno zatvoren.

I made a single 5k usdt depo and played some dice. Very low risk as I am new to the site. My username is Jord****. Then some hours later I received an email saying my account had been temporarily suspended. I found this very strange and after following up was told my account had been permanently closed due to deceiving KYC, which is completely nonsense!

I did KYC up to level 2 before depoing just to be safe, and they confirmed it to be accurate and approved my KYC level 2. Only after I made a big depo did they retract my KYC and permanently closed my account and stole my money without even providing a valid explanation. If there were something wrong with the KYC documents, they should have told me so before I made a deposit (which was the whole reason why I did KYC2 in the beginning before making a depo!). Now I cannot even withdraw my original deposit which I have barely played with! If this is not a scam then I don't know what is.

https://imgur.com/a/A8xgbF0

Hello smith666666,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stake Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account Level2 verified?
• Did the casino which document was incorrect?
• When was the last time you spoke to the casino and what was it about?

If possible, please forward the documents which you have sent to the casino before they blocked your account to nikolas.b@casino.guru for further review.

Looking forward to your answer.

Regards,

Nick

1. It was verified when I first opened the account, before I made my first deposit, around 1-2 weeks ago
2. They successfully verified me to KYC level 2 before I deposited. Did not say anything was wrong was the documents.
3. The last time was when I emailed them about why I was banned, and they replied as in the image above. They refused to provide any further clarification.

Hello smith666666,

Please forward the previously requested documents to nikolas.b@casino.guru for further review.

Regards,

Nick

Hey sorry, which documents are you referring to? The KYC documents?

To reiterate, they accepted my KYC level 2 which included basic information and id verification and approved my account as KYC level 2 verified. This is all before I made a depo.

After my first depo and barely playing is when they banned my account permanently.

Hello smith666666,

The documents which you have forwarded before they have blocked your account as most likely, the documents you have forwarded to them as last are the reason for blocking your account.

Awaiting your response.

Regards,

Nick

Hi,

I have emailed the KYC documents to you.

Thank you smith666666 for all the information provided so far. As we need to gather additional information from the casino, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello smith666666,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help. Could you please confirm whether you have submitted only your Aadhaar card to the casino for the KYC process? Additionally, do the personal details you provided in your casino account align with the information on your Aadhaar card?

We would like to invite Stake Casino to join the conversation.

Dear Stake Casino,

Kindly provide me with any evidence supporting the claims that the player provided you with deceiving information at michal.k@casino.guru

Dear Michal,

We have sent you an email regarding this case.

Kind regards,

Dear Stake Casino,

Thank you for your email, I have responded back with some additional queries and am awaiting your reply.

Dear Michal,

Thank you for your message. We have sent you additional information regarding this case.

Kind regards,

Dear Stake Casino,

I appreciate your email. I have sent a response with a few more questions and am looking forward to your reply.

Dear smith666666,

Have any of your family or friends created an account at Stake Casino? If so, have you been playing the same or similar games at the same or similar times as them, perhaps during a visit?

Hello,

No one in my family that I am aware of has an account at Stake. I accessed stake through a well known VPN, which I am pretty sure is not against their TOS.

Thank you for the provided information and evidence, Stake Casino team.

Dear smith666666,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions. During the thorough verification process, which is generally engaged once there is a withdrawal request, certain discrepancies were found. The findings indicate multiple accounts linked to your account from the same or very similar IP addresses and devices. There were also crypto wallet connections and identical or very similar gameplay patterns, which cannot be considered as just a mere coincidence. The casino enforces a strict policy on cases involving multiple accounts used in this manner. It is quite an industry standard that each individual is permitted to maintain only one account, which should be accessed and played on their personal device exclusively. Additionally, there have been some questions regarding the validity of the documents submitted and whether you are indeed the legitimate holder of the casino account. While we do not entirely concur with the casino team's perspective in this, it does correlate with prior violations of the established rules. The casino team has acted in accordance with its terms and conditions, as previously communicated to you.

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, and we will try our best to help.

Best regards,

Michal

Casino Guru