Stake Casino - プレイヤーのアカウントが予期せず閉鎖されました。

I have been a player since 2024 with a Platinum 4 level and have verified up to level 3. However, suddenly, I can no longer play, withdraw my money, or contact support directly. No explanation has been provided regarding this situation, which is unacceptable. Additionally, my documents for levels 3 and 4 have been refused without justification.

Please inform me of the reasons for this situation and advise me on the steps to take to resolve it.

Thank you in advance for your assistance.

Dear Diyapatel,

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.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you previously withdrawn winnings from the casino?
• Were you in contact with casino support via email since the issues began? What responses have you received?
• Which documents have you uploaded for the proof of address before? What is the format of the document you provided?
• Are you able to submit any alternative documents to satisfy the conditions of the casino?
• Could you please share with me your communication with the casino? 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

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

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

Stay cautious and contact us directly if you have any doubts.

1) I've played casino games such as dice for fun, but I haven't won anything. My main activity is sports betting, and I've won a few times.

2) I haven't used any bonuses

3) yes ,i withdrawal 3 or 4 time

4) Hello,

Unfortunately, the documents you

sent were able to be verified,

Our KYC Team has provided feedback on

how to complete your KYC verification on

the KYC section of your account

Regards,

5) i have already submit each document 4 to 5 times and i submit my utilities bill , credit card statement, bank statement and also submit bank referral letter with bank stamp includ date but every time reject

6) yes i have submit my all document 20 to 25 time alternative but every time

Please sir help me i want to my money back sir because i deposit my all savings and college fees and stake didn't give me withdrawal options so how i withdraw my 9550 cad so please help me

Hello sir

I just want my money back sir because is my college fees i want to pay my college fees next week so please help me sir

In my account total balance is 9549.45 cad and 86.57 BTC AND i am Platinum 4 i am in silver level is buy mistake typ platinum 4 and i am since 2025 on stake not 2024 sorry sir is my mistake to typing





And i have already send my all chat transcript with stake representatives on your email address so please check and help me sir

I want just my money back sir so please help me

I have already passed level 1 and level 2 verification before 1 month but i am win my sports bet is amount around 7852.5 after my account lock and after

Documents i have provided: for level 2 selfie with passport in my hand and paper with my nickname and date.

for level 3 it were gas bills for last 3 months and proof of payment from my banking.

for level 4 i sent document that i have a real estate and tax bill from tax office for this property, plus added proof of paymnt of this bill. I believe it was the last documents i uploaded but all time my all document reject so please help me

Any update sir please help me i want to pay my college fees on next Friday sir Please is last day for pay my college fees sir please help me

I email from them, but there’s nothing new—they keep asking for the same documents: a passport or driving license, I have alread submit government issues my original driving license and passport.

The problem is, they accepted this same ID when I created my Stake account. Shortly after, I was asked to provide proof of address and proof of funds, along with several other documents.

Shortly after, I was asked to provide proof of address and proof of funds, along with several other documents.

I complied and submitted every document they requested, but everything I send is being rejected without any clear reason. Every time I submit a document, they reject it and ask for something else, only for that to be rejected as well

I complied and submitted every document they requested, but everything I send is being rejected without any clear reason. Every time I submit a document, they reject it and ask for something else, only for that to be rejected as well

They’re fully aware of my situation, yet they’re still blackmailing me and holding my 95549.45 CAD Funds for the past month. It’s clear they’re trying to scam me.

Please help me sir i want just my money back because i Want to pay my college fees sir Please help me account is not reopen so its ohk but i want my money back sir please sir i am student and i want to pay my college fees next Friday so i need sir Please help me .please sir understand my situation please sir 🙏🏻

Sir I have already send you my utilities bills and proof of payment on your mailing address please help me sir

Thank you very much, Diyapatel, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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 Diyapatel,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Stake Casino representative to join this conversation and participate in resolving this complaint.

Dear Stake Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

No sir no any comments

But Please help me sir i want just my money back because i Want to pay my college fees sir Please help me account is not reopen so its ohk but i want my money back sir please sir i am student and i want to pay my college fees next Friday so i need sir Please help me .please sir understand my situation please sir 🙏🏻

Dear Stefan and Diyapatel,

The complainant contacted our support team concerning their Level 3 document submission. The last submission was rejected as the provided document did not contain all the required details: It included only their SIN number and was issued in 2023. Please note that all documents must have been issued within the last six months.

To complete Level 3 verification, we request that the user upload the reference letter from their bank or university.

It is also important to note that the letter must be signed and stamped by the issuing authority.

For Level 4 verification, please upload a recent payslip and bank statement covering the past three months. It is essential that the salary figures on the payslip are consistent with and verifiable against the transactions shown in the bank statement. They can also submit the following documents.

- Gift letter

- Inheritance

- Lottery Winnings

- Loans

For security and efficiency, all documents must be uploaded directly through the user's Stake.com account via this link: https://stake.com/settings/verify. In order to streamline the process, we kindly request that all necessary documents be compiled into a single, unlocked PDF file.

Please keep in mind that we require original documents to be submitted as photographs. We do not accept photocopied or scanned documents, as well as documents in digital format.

Kind regards,

Hello dear Stefan and stake representative

I have already submit my bank referral latter correctly 3 time but aging reject my document. I don't no what happened i need your help stefan so please help me i have send you my document on your email address so please check whats problem on my document and please help me sir please

Hello sir

Today again i was going on bank and again i request bank manager give me original referral latter but bank manager said is original latter she said she don't have color format latter she have just black and white format and she give me new latter also give me 2 latter one regular and 2 letter is she highlight my name and address and account number with signature and bank stamp all so and i have already submit both latter but stake reject my document again so please help m sir

I have to send your mail address so please check sir and help me please

And level 4 i have my last 3 month payslip but i don't have my last 3 month bank statement so i have already request bank so bank already send me so i will receive within 7 to 10 business day so after i receive i will submit on stake and also i will send you sir

Hello stefan i have already submit my job offer letter but aging stake reject my document i don't what stake want i need your help sir pl help me sir i have send you my employment letter sir pl check and i already send you all documents stake rejected already so please check what's problem on my document sir i have already send you please help me sir thank you







I have already submit again my job offer letter before 72 hours but still pending and i have already message customer care but he/ she didn't not respond my messages so please help me sir i want to need back my money sir i have medical emergency so please help me sir please understand my problem sir

Hello stefan and stake representative

I have already successfully verified all level 1 to 4 but stake didn't activated yet so please help me

Dear Stake Casino,

It appears that the player passed the verification. Is there any reason why he cannot request a withdrawal?

I'll be awaiting your reply.

I have already withdraw my all amount sir and thank you for your helping sir thank you stefan and casino guru thank you so much 🙏🏻

Dear Diyapatel,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru