Complaint #546 Stake Casino

Closed my account and do not approve the withdrawal of my funds

By Mohammed.com

1 year ago

As you suggested in the email that I submit my complaint again after sending more screenshots as you requested, I would like you to accept my request this time and explain my problem again. Thank you.

First, my problem began around April 28, 2025, when I wanted to withdraw some of my funds, but I was denied permission. The reason Stake.com gave at the time was that they required verification of the third stage, which they stated could not exceed 72 hours. Because I trust support and Stake.com, I didn't hesitate to do anything and follow the instructions. I left many other places and sites because I saw your credibility and transparency, and I didn't want you to betray this trust...
I waited seven days, not 72 hours as they stated, and contacted them again. They told me there was no problem with the third stage for me, no problem with the withdrawal, and no problem because the third stage was not mandatory for me now.
I repeat, support told me seven days later that the third stage was not mandatory for me in any way, and that I could withdraw, deposit, and operate my account normally. I have all the conversations and screenshots with me...
I tried dozens of times and was unable to withdraw, so I sent them a screenshot telling me to contact support via email. I contacted them, but no one resolved the issue. They told me the same thing.
My account is working normally, and I'm not obligated to go through the third stage. Everyone was stalling for no reason.
But nothing changed. I contact them daily with the same words from all parties. Note that I sent the required documents for the third stage, which are not mandatory. It is my birth certificate, as they requested. It is included in the list of acceptable documents required by the site. I verified my account with a passport, photo, phone number, and all legal procedures. I activated it and didn't violate the law or the site even once. I adhere to all legal casino standards here at Stake.com...
Is this because I made profits and didn't lose, or what? I have screenshots from April 22nd to this day; I have my money, my account, and everything I need to access... The problem persisted until they sent me a message stating that on Monday, May 19th, 2025, my issue would be resolved.
That date was still approximately 5 days away...
On the specified date, my account was closed without my knowledge. I repeat, without my knowledge and without consulting me. On May 19, 2025, there were 6.88 ETH in my account. I sent them a message at the same time stating that my account contained funds and that they should be preserved. I hold them fully responsible for the account and the funds. They sent me a message stating that my funds were safe and that there was no need to worry. So far, I have been unable to access my account normally. They keep contacting me and asking me to log in. I log in to the account for a maximum of 10 days, and then they force me to log out again without my knowledge. I contacted them to verify the situation, but no one responded after that. I sent them a message. A message stating that they would never lift the restrictions on my account. They would never lift the restrictions on my account unless I sent them a written message on paper and took a photo of myself next to it to confirm that no one had tampered with my email and account. However, they either did not implement what I said or deliberately ignored my words. I say this intentionally, and I have a screenshot to prove it..
So far, the account recovery team has refused to help me, refused to respond, and refused to reopen my account, even though I have verified my account with all the documents they requested...
They asked for a photo of my passport, my phone number, a photo of my username, today's date, and my passport. They asked for the last transfer to the site from my wallet, my passport number, and a change to my email address. They asked for my account balance and all deposit transactions.
They asked for my IP address and the type of device I use to log into my account. I did everything exactly as they asked. I sent them everything they asked for, and they still stall. I hold them fully responsible.
Before they contacted me, my account contained 6.88 ETH, equivalent to $17,128 at the time. I have snapshots of my daily activity for a month, and everything is documented. I want Stake.com management to intervene and resolve my issue now.
I want a transparent investigation into this matter. I know that Stake.com will not tolerate this issue and will take fair action. Stake.com will not tolerate anyone who tarnishes its reputation, especially if it is one of its employees. Stake.com is a major casino site, and that is my issue in a nutshell.

Thank you. Best regards.

Disputed Casino Stake Casino

Reason Other

Amount $17128

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review of valid information and proof presented by Stake Casino management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

Inactive user

1 year ago

Dear AskGamblers Complaints Team,
I apologize for repeating what I wrote and sent to you. This was a technical error on my part. Please accept my apology for this repetition.
Thank you.
With all due respect.

Inactive user

1 year ago

Dear AskGamblers Complaints Team,
I want to clarify two very important points.
If the Stake Casino team, as they were saying to me, misled you, as they did, that there were no funds in my account on May 19, 2025, and that the funds in my account were in Vietnamese currency, as they claim, then this is absolutely untrue. This is a false claim, and I will prove it to you now, as they use this as an excuse and a pretext in their conversations and claims with me before.
I say to you, dear AskGamblers Complaints Team,
Look at these screenshots with the date mentioned below in the screenshot.
These screenshots were taken on the same day, and if you look closely, you will see that the difference between them is only a few hours, but they are the same date and the same day.
In the first screenshot, my funds were in Euros, and in the other screenshot, from the same day, my funds were in Vietnamese currency, as the casino representative claims. I tell you that The game is what determines this within the site, or they as a site do that. It was something imposed on me as a player. Changing currencies was determined by them based on the game I was playing. This does not mean that my account did not have funds; rather, my account did have funds. This confirms that my account contained my funds until May 18/19, 2025. If you look at the screenshots, you will find that the funds were present on May 10, 2025, on the same day. The difference in numbers is simple. It will be the same number and the same funds. Because the ETH currency fluctuates over time, this was the only reason for the slight change between the two numbers. This means that my account contained funds, and their claim is incorrect, as they told me before. I think it is reasonable for the same funds and the same numbers to appear on the same day. I just wanted to clarify this important point to you, because I have other screenshots from the same day and the same numbers, with a different currency name above. However, it is certain that my funds were last. Something on May 19, 2025
$17,128 is equivalent to 6.88 eth on that date.
Please see the screenshots with the date. The same money in euros and the same money in the other currency, as claimed, on the same day and date. If you need anything else, there is a screenshot of the conversation with me and the date.
Thank you.
Best regards.

Inactive user

1 year ago

Stake Casino Complaint Stats

Resolved 47 / 52

Avg. Amount $12,125

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

Stake Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 23 out of 25 complaints in this category have been resolved.

This operator's average complaint duration is 11 days, while the average duration across all operators is 8 days.

Stake Casino Complaints

See all complaints for this casino

3 withdrawals on hold since 28 October with no timeline

Hello,

I'm writing because the last few days have been really hard for me, and I hope you can help.

Three of my crypto withdrawals from Stake have been on hold since 29 October (times in UTC+8, as shown in my screenshots):
1. 29 Oct 2026 03:45, 13,400 USDT, BNB Smart Chain
2. 29 Oct 2026 17:06, 10,000 USDC, BNB Smart Chain
3. 29 Oct 2026 21:49, 29,999.15 USDC, Ethereum

All three are going to my own wallet (0xe4CC...31E5). They still show "Preparing Withdrawal" (step 2 of 4), with no transaction hash. An earlier withdrawal of 15,014.01 USDT to the same wallet on 28 October arrived normally.

I want to be fair to Stake. I don't blame them for checking my account. This may be exactly what they need to do, and the support staff have always been polite to me.

I have contacted live chat every day since then. They told me this is a standard security check and that no additional information is needed right now. No one has told me that I broke any rule.

What is so hard is waiting with no end in sight. Every time I ask, I am told there is no time estimate and that support cannot see the review team's process. This is big money, and I have been very, very anxious. I keep checking for news, and every day without an answer weighs on me more. I could cope with a long wait if I only knew how long it might be.

During this time, my deposits kept working normally, while these three withdrawals stayed on hold.

What I'm asking for is simple: please help me get these three withdrawals paid out. If Stake needs anything else from me, I will gladly provide it.

Thank you for reading this.

89h left

$53,400

Verification process cannot be completed and funds withheld

Hello,

I am submitting this complaint regarding Stake.com, which has suspended my account and prevented me from accessing or withdrawing my funds.

Stake temporarily suspended my account due to suspicions that I may have violated its Terms of Service and subsequently requested additional verification documents to restore access to my account.

I have fully cooperated with the verification process and successfully completed the first three verification stages. However, I am currently experiencing difficulties completing the fourth stage, which requires proof of income.

I am currently a student and unemployed. Therefore, I do not receive a salary or have a regular employment income. It is simply impossible for me to provide payslips or documents proving a regular income that I do not have.

I have also submitted my available bank statements, but they were not considered sufficient to complete the verification.

I want to emphasize that I am not refusing to cooperate with the verification process. I have successfully completed all previous verification requirements. However, I am now being asked to provide proof of income that does not exist in my circumstances, without being offered a practical alternative.

Furthermore, I have not received a sufficiently clear explanation of the specific reason why my account was initially considered suspicious, nor have I been provided with a reasonable solution to complete the fourth verification stage.

Throughout this process, my account remains suspended, and I am unable to access or withdraw my funds.

I understand that Stake has legitimate security, KYC, and AML obligations. However, I do not believe it is reasonable for my funds to remain inaccessible indefinitely simply because, as an unemployed student, I cannot provide salary documents that do not exist.

I am requesting one of the following resolutions:

Allow me to complete the fourth verification stage using reasonable alternative documentation appropriate to my circumstances as an unemployed student, and reconsider the restrictions placed on my account.

If Stake is unwilling to lift the restrictions on my account, I request that my account be closed and my remaining balance returned to me.

I am not asking to bypass or be exempted from verification requirements. I am simply requesting a fair and achievable verification process or the return of my funds.

I respectfully request AskGamblers' assistance in mediating this dispute and helping reach a fair resolution.

Thank you.

20h left

$4,027

Wont let me withdraw and ignoring my messages

Hello Stake and Ask Gamblers Community.

I'm opening this complaint because I recently tried to make a withdraw on my Stake account, but it has yet to go through.

The withdraw status has been pending since the 9th of October, which was 4 days ago as of writing this message.

Since then, I have messaged Stake, emailed, and got no proper response.

I have been given no reasoning to why this has happened, and am now being ignored.

The total withdraw amount is just below 48,000 in USDT.

Last time I heard from stake was when they told me to email them, and I'm yet to receive any update or reasoning yet following up multiple times, all they say is to wait for an email that is yet to arrive, and I doubt it will.

I hope this can clear things up, I can't have money tied up in my account like this, it's unfair, and I trust that this can help resolve the issue.

All I'm asking for is a reason why and how I can help solve this issue swiftly, which is why I'm here, since I haven't heard back from Stake yet.

I have attached screenshots to this complaint, proving the withdraw attempt, and showing Stake's support messages.

Thank you, looking forward to hearing back.

Resolved

Missing 10 USD email deposit bonus

I am filing a complaint against Stake Casino regarding a targeted email promotion I received on July 9, 2026. The promotion explicitly stated that if I deposited any amount within 48 hours, I would receive a $10 bonus credited within 48 hours.

I acted on this offer and successfully made a deposit well within the required 48-hour timeframe. However, the 48-hour window for the reward to be credited has now passed, and the $10 bonus has not been added to my account. I am requesting that Stake Casino honor the terms of their promotional email and credit the missing $10 bonus to my account.

Rejected

$10

Account suspension KYC proof of address problem

My Stake.com account has been suspended due to alleged "Terms of Service violation".

Account Details:

Username: < removed and sent to the casino >

Registered Email: < sent to the casino >

Problem:

I am a player from mainland China. For more than 3 months, I have been trying to complete the KYC verification, especially Proof of Address (Level 3).

Main Issues:

All my official documents are in Chinese. I have uploaded them multiple times, but Stake support does not accept them or keeps rejecting them without clear explanation.

I live in a rented apartment, so I cannot easily provide utility bills or bank statements in my own name as proof of address. I have tried providing rental agreements, translated documents, and other alternatives, but they are still not accepted.

The system now shows the message: "We have temporarily suspended your account for a suspected breach of our terms of service. Please contact [email protected] for information on how to resolve this."

I have contacted [email protected] and support multiple times as instructed, but the issue remains unresolved after 3 months.

Requested Solution:

Immediate manual review and acceptance of my Chinese documents (with translations) or suitable alternatives for rented housing.

Lift the account suspension OR return the entire balance to my original deposit wallet address.

Provide a clear written explanation of the exact Terms of Service violation.

I have attached:

Screenshot of the suspension message

All previous support conversations

KYC documents submitted (including Chinese address proofs and translations)

Please help resolve this matter urgently.

Best regards,

Resolved

Stake blocked my account and holds over 9000 usd

Stake blocked my account and holds over 9000 USDT! They told me to send an email to the relevant department, which I did on 4th of May. The second email was sent on 10th of May. Today (16th of May), I still haven’t received any answer from them.

I contacted live chat around 5 times, and each time they told me that I have to wait longer and that they can’t do anything. Of course, my account is frozen and I can’t withdraw my money.

Please help me! Screenshots attached!

Resolved

$9,000

Verification Stake

The bookmaker asked me to contact him by mail. [email protected] on the website itself, the upload documents button that I am ready to provide for some reason does not work. I wrote to them a week ago, but the bookmaker has not responded in a week. As a result, I cannot simply pass verification due to the bookmaker's negligent attitude towards the players. In addition, I would like to note that when withdrawing funds, the bookmaker writes that only the withdrawal mode is available, but I cannot withdraw money.

Rejected

Holding myfFunds and ignoring emails

I have a verified account on Stake.com. After placing a winning bet 04-05-2026 , my account became restricted. I can no longer place bets, access my funds properly, or use the account normally.

I contacted live support multiple times, but they only tell me to contact support by email. I have already sent several emails and have not received any real response for over a week.

At the moment, my funds are stuck, my account access is limited, and Stake.com is ignoring my requests for support and withdrawal assistance.

I am requesting immediate assistance and a proper resolution to this issue.

Resolved

$6,150

Forever in verification

Start playing on Stake.com on 14/02/2026.

Made deposits and withdrawals without any problems. Account VIP status GOLD. Account minus -12000 USDT. I was playing slots, a little bit of sportsbook.

11/03/2026 I placed bets of 1500 USDT on a basketball match, won 1400 USDT. When I try to withdraw money i received a notification that I need to submit verification again from LEVEL 2 to LEVEL 4.

But now I need to send for a LEVEL 2 selfie with documents and paper with nickname and date.

LEVEL 3 - proof of address LEVEL 4 - bank statement and payslips.

I made it! Load documents for LEVEL 2 - COMPLETED, LEVEL 3 - COMPLETED, LEVEL 4 - reviewing. The next day, I wrote again to support and asked why it took so long to review LEVEL4. They ask me to check my mail. In my mail was a letter «please confirm verification by link…»

I also completed this verification by linking it was third party verification service, not stake.com! By the way i made it.

After all this i wrote again to Stake.com support. They told me that I need to wait. After it i received a letter from someone from stake again with requirements to complete another verification with a new link. I wrote to support and ask what this is. They answered me that I need to wait and update my page when the results are in.

So I read a lot of complaints and understand that the current situation is in forever verification.

So I ask you to help me to solve it and to get my money back from this suspicious website.

Rejected

$1,400

Account suspended and Stake rejecting notarized legal affidavit and bills

I am writing to formally request a thorough review of my account (Username: < sent to the casino >), which has been frozen despite my providing extensive and legally valid verification documents. I recently experienced a successful streak in sports betting, which brought my account balance to approximately $6,000.

Unfortunately, I am currently unable to access these funds due to the Level 2–4 verification requirements imposed on my account, but since they have right to ask for KYC anytime I am happily cooperating with them.

I am 18 years old, a full-time student, and reside with my family in Uttam Nagar, New Delhi, India.

I tried sumbitting Level 2 and after multiple reupload and a verrif verifiction it was finally confirmed.

For level 3, I was asked to provide the bills in my name even though I mentioned that I am a student.

In India, it is very common for students to live with their parents, and therefore, all utility bills and residence-related payments are naturally under the parent’s name. In my case, all official bills for our residence are registered under my father’s name, Vedpal Singh.

I tried to tell chat support about this and happily they understood and asked me to upload my father's bill and a signed and notary document claiming that I am a p art of that community

To comply fully with Stake’s verification requirements, I have submitted the following "Standard" documents:

Father’s Utility and Financial Documents: I provided his Airtel DTH bills alongside his State Bank of India (SBI) bank statements for the past three months, proving active household payments.

Notarized Residency Affidavit (e-Stamp Certificate No: IN-DL73853644033532Y): This legally sworn affidavit confirms my current residence and explicitly establishes my connection to my father. I obtained this official document at my own expense specifically upon request from your support team.

Official Domicile Certificate & OBC Caste Certificate: Both government-issued documents clearly display my permanent address, further confirming my residence at my family home.

My Aadhaar Card: My National ID matches the exact address on all the above documents, establishing perfect consistency.

Despite submitting this overwhelming amount of legal and government-issued proof, my account verification continues to be stalled and rejected for different reason everytime. The recurring automated feedback asks for utility bills in my name, which is impossible given my circumstances:

Electricity: In Delhi, households consuming less than 200 units per month receive a 100% subsidy and do not generate a standard payable electricity bill.

Water: Our family uses a common submersible pump system, which does not generate individual municipal water bills.

Both of these are very common in INDIA, especially in DELHI region since its modern household.

I am not claiming that stake is doing it on purpose, but I just want to convey them that there must be a verification loop that I am stuck in that is causing this all since I want to emphasize that I have provided all available legal and government-issued proof to establish both my identity and my physical residence. These documents carry severe legal weight in my country and they can be verified too digitally and should satisfy any reasonable verification requirements, yet the account freeze remains.

I kindly request that Stake's higher management urgently review the documents I have submitted and lift the freeze on my account, allowing me access to my legitimate winnings. I have acted in good faith, fully complying with your process, and this situation has caused significant stress.

Thank you very much for your attention and understanding. I sincerely hope that this matter will be resolved swiftly since as a 18 year old student, I am not able to focus on my studies due to this and spent most of time collecting documents just to get them rejected for unknown reasons.

Sincerely,

Rejected

$6,000