Stake Casino - プレイヤーのアカウントは閉鎖され、資金は没収されました。

I am a long term VIP player on Stake. Made the account on Oct 4, 2024 and have since wagered 13 million USD and have reached VIP rank Platinum 6.

Before never had any problems until Feb 22, 2025. Suddenly my account was suspended after some sports bets (note I played many other games on the account too prior to this and never had any problems). I actually lost overall in those sports bets, but my account was locked from withdrawing. It's around 45k USDT locked in the account, all from my own deposits. I actually deposited more than 60k that day and my sports bets lost which is why I had only 45k left in the account before they locked it.

Since then, they have asked for numerous KYC documents which I all complied. They kept asking for the same documents over and over and even requested video verification, which I all complied with.

Just this week, they told me my KYC is falsified and permanently banned my account, scamming me out of 45k.

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 advise how long you were a player at the casino and when exactly your account was blocked?
• 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?
• When was the last time you were in contact with the casino regarding the issue?
• Could you please share any recent communication between you and the casino discussing the issue?
• Could you please share the documents you submitted to the casino during the verification process for review? Send the information to my email at tomas@casino.guru

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 you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

As seen in one of the screenshots, I have been a player since October 4, 2024.

All on the casino side, mostly blackjack.

No, no bonus. As mentioned previously, I actually deposited more than the current balance and lost. All of the balance is from my deposits.

July 9, 2025. They informed me my account is permanently closed.

For some reason, the screenshot is not uploading properly, I will email you my final communication with them along with the documents you asked.

I will send you the video they asked me to complete and email them.

Thanks for your patience.

I checked the information provided.

In the screenshots you shared, the email asking you to provide a video was sent in May, while the date on the video is from a day almost one month later.

Could you please explain this discrepancy?

• Have you sent a detailed photo of the document to the casino on previous occasions?
• Was the information on the documents you provided previously legible and of good quality?

Please let me know.

I did not see the request for the video until much later as I wasn't checking this email much. I did not even realize they had sent me that email until much later when I messaged their live support. I was just trying to pass the KYC that was requested on their website. In my reply to stake, the email was only a day or two after the video was taken. So there is no discrepancy.

Yes, I have followed all the instructions stake had given me for the documents even though they asked for the same thing 4 or 5 times and kept denying my docs even though I had followed their instructions carefully. It seems to me just a delay tactic from them to avoid paying out.

Thanks for the explanation.

Could you please share the ID document you previously submitted to the casino during the verification?

Send the information to my email at tomas@casino.guru for review. I apologize for the inconvenience.

hey just sent an email with the ID

Thanks for your reply and provided information.

After reviewing the information, we concluded that your documents don't appear to be genuine and therefore the complaint will be closed and your Casino.Guru account will be banned.

Please note that online casinos might require a verification of your documents, in which case you should only provide genuine, verifiable documents. Failure to do so might cause you will be unable to complete the verification process and your funds will be confiscated.

Best regards,

Tomas

Casino.guru