Stake Casino - プレイヤーのアカウントは引き出しが制限されています。

My account was placed in "withdrawal-only" mode with $6,500 in it (even though I cannot withdraw). I was initially told I needed to verify to Level 4 because they believed I had violated the terms of service. I completed Level 2 verification by submitting a selfie, a piece of paper, and my passport in the same image, which was approved quickly. I then submitted Level 3 verification and reached out to support, only to be told that my account was restricted due to being "related to another account."

I have never used Stake before this, nor have I ever created an account with my identity. Stake is now requiring me to email them from this other account, which they claim was created previously in order to withdraw my funds.

I was told Stake was legitimate, but after reading about similar issues and now experiencing this myself, I’m questioning whether they are deliberately withholding my money or if they allowed someone else to use my stolen identity in the past. Any help would be greatly appreciated, as they have told me their decision is final and that I must reach out using this other email they say exists.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stake Casino BR.

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?
• Were you able to submit level 3 documents to the casino? Which payment method have you used to deposit and request withdrawals?
• Could you please share with me your communication with the casino regarding the need to contact the casino using a different email address? 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Thomas,

Thank you very much for your response to my issue. Please find the requested information below:

• I only ever bet sports on the account.
• I did accept the rakeback bonus and offers when I leveled up for the first time but did not have any signup bonus.
• I submitted level 3 as requested but they are still shown as being in review. The only payment method I deposited and withdrew from was Ethereum.

Thank you,

Omri

This is what they were originally saying when I first reached out after not being able to bet or withdraw. Once I started updating documents is when they changed their stance and start making up false claims about some other account.

Also, I didn’t have the option to select Stake.com when making this complaint so I put it as Stake Casino BR. If you could change it to the regular Stake.com that would be extremely helpful.

Thanks for the detailed explanation of the situation.

Please understand that if you primarily placed bets on sports and your account has been blocked, the casino likely detected activity that requires further investigation. Many players use multiple-account strategies focused on sports betting. Since we lack sufficient insight into this area of online gambling, we cannot accurately interpret the casino's investigation results or their explanations, and thus cannot fairly judge this case. We do not believe your complaint is unjustified; we simply cannot evaluate the issue properly. We genuinely want to help, but unfortunately, it is impossible for us to do so at this time.

After gathering all the necessary information, we are forced to reject this complaint. Sorry, we couldn't assist you with this matter, but please do not hesitate to contact us in the future if you encounter issues with any online casino. We will do our best to help.