Self exclusion request not fulfilled after over 2 years

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.

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.

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,

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.

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.

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,