Complaint #161 Stake Sportsbook

Account suspension and withholding of funds username

By Esme

2 months ago

"I am filing this complaint against stake.com regarding a permanent account suspension and the confiscation of my $3,000 balance. I successfully completed Level 1 and 2 verification. For Level 3 (Proof of Address), I submitted a comprehensive package of my last 3 months of residency documentation as requested.
Despite my full cooperation, the casino summarily closed my account and informed me via email and live chat that the decision is permanent and my funds will not be released. No specific breach of terms was cited. I am requesting the reopening of my account or, at minimum, the withdrawal of my legitimate balance of $3,000."

Disputed sportsbook Stake Sportsbook

Reason Verification issues

Discussion

AskGamblers

• Support Team

2 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Esme

2 months ago

I categorically deny providing misleading information. I provided my legitimate documentation for the last three months as requested. If there is a perceived discrepancy, I deserve the opportunity to clarify it. Simply citing a general clause to withhold $3,000 without specifying the error is predatory. This is including my deposit, this is not right, I
suspect my documents were flagged because I combined them into a single file for convenience.

Stake Sportsbook

• Representative

2 months ago

Dear Esme,

As previously communicated by our Support Team, following a thorough review of your account and the submitted Know Your Customer (KYC) documentation, we have determined that the information provided was misleading.

In line with our Terms of Service (Clause 4.7) and our regulatory obligations, it is essential that all KYC documentation be accurate and truthful in order to protect the integrity and security of our platform.

The submission of misleading information constitutes a serious breach of our Terms of Service. As a result, and in strict accordance with Clauses 4.19 and 4.21 of our Terms, your account has been permanently restricted and the associated funds have been withheld.

For further details, please refer to our Terms of Service: https://stake.com/policies/terms

We appreciate your understanding of the importance of compliance with our policies and the role it plays in maintaining a safe and secure community.

Dear AskGamblers Team,

We have sent you an email in relation to this case.

Kind regards,

Stake Sportsbook Complaint Stats

Resolved 6 / 6

Avg. Amount $25

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Stake Sportsbook Complaints

See all complaints for this sportsbook

Deposit amount has not been credited

I had made a deposit of 4000 inr,
Through upi on 10:48pm on 21st may,
It hasn't been credited to wallet yet,
I have been raised enquiry after 24 hours of transaction, yet I didn't get any reply or amount hasnt been credited yet,
I have contacted support team to, they aren't responding properly, I have shared all the details,
Please help me get my money back.

Resolved

₹4,000

Deposit not credited and Stake refusing the human support

I deposited INR 2,500 into my Stake account. The amount was successfully debited from my bank account, but the deposit was never credited to my Stake wallet.
I have tried multiple times to contact Stake support. Email support has been completely stopped, and live chat only provides automated bot replies with no option to speak to a human agent. I am being refused proper assistance and no refund or resolution has been provided.
I have full proof of payment including bank statement, transaction ID, and screenshots. Despite this, Stake has failed to investigate or credit my funds.
This is unacceptable customer service and effectively denial of service after taking my money.

Resolved

Stake does not want to give me my bonus

On November 11, 2025, Stake sent me a personalized email addressed to my username “dammyayomm” offering a $60 bonus if I wagered $60+ per day on sportsbook events for 5 consecutive days.

I completed the exact requirements stated in the email:

- Started within 2 days

- Wagered only on the sportsbook

- $60+ every day for 5 straight days (screenshots attached)

The email contained no mention of VIP level, previous activity, or any other condition.

Support now refuses to credit the bonus and claims “Marketing handles it” with no further explanation.

I request AskGamblers’ assistance to have the $60 bonus credited as promised in the personalized offer.

Resolved

$60

Rejecting all KYC docs and asking for the impossible

I recently hit Diamond VIP and Stake requested lvl 3+4 KYC, which shouldn't be an issue as I can provide everything needed. They rejected countless bank statements saying I needed to produce something more. They rejected both my old and new lease agreements. They rejected proof of my bank transfers matching my rental payments. I have no way of producing a utility bill in my name as its paid for by the landlord, and I showed correspondence with the landlord stating this very clearly, that although it can be produced it would be in their name as stated on the rental contract, yet Stake insists that I come up with 3 months of utility bills in my name+bank transfers proving it. They keep demanding a council tax bill when that is impossible to produce as I don't own real estate.

In order to satisfy level 4 KYC I have shown bank statements proving my sale of old crypto investments and a larger bank transfer which was the result of an inheritance. They have rejected all of this, demanding payslips from my employer, a letter from my employer, and bank statements matching these payslips. These are impossible to produce as I am self-employed, but they insist I must have payslips and there is no other way to resolve this.

As you can see they are completely unreasonable and have no intention of unbanning my account. There is nothing wrong with any of my documents, yet they just keep asking for what is impossible to provide. According to them I have to be a landowner and have an employer with a high level of income just for the privilege of losing money on their site. I want to remind you that there has been 0 mention of breaking any TOS, this is simply impossible KYC that they are demanding.

Resolved

Deposit not credited and no from Stake support

USDT Deposit Not Credited, No Response from Stake Support

Complaint Description:

On May 8, 2025, I deposited 50 USDT to my Stake.com wallet via the BSC (BEP20) network. The transaction was fully confirmed on the blockchain with thousands of confirmations.

Here are the key details:

Transaction Hash (TXID): visible on the screenshot

Stake Wallet Address Used:visible on the screenshot

Network Used: Binance Smart Chain (BEP20)

Amount: 50 USDT

Date/Time: May 8, 2025 – around 05:29 PM UTC

The funds were sent from Binance and confirmed successfully, but Stake has not credited the funds to my account. I have contacted their support multiple times and attached full screenshots (which I am also submitting here), but I have received no reply at all for over 24 hours.

This is extremely concerning, and I believe this should have been resolved automatically or at least manually by their team by now.

I request that Stake.com either:

1. Credit the 50 USDT to my Stake account immediately, or

2. Refund the amount to my originating Binance wallet.

Thank you for your help in resolving this issue.

Resolved

$50