Stake Casino - Заявката за теглене на играча е блокирана.

I am writing to file a stake.com (operating as Stake, website:stake.com), a licensed platform 

my account has successfully completed KYC2 identity verification on Stake. I have never engaged in any illegal operations,r behaviors that violate the platform's terms and regulatory rules.

When I entered the game on this platform, they only asked me to submit KYC2 verification before letting me play. I simply cannot accept such sensitive verification as KYC3, which requires showing my identity. I only started playing because Stake allows normal deposits and withdrawals after submitting KYC2.

However, when I made some profit, they prevented me from continuing the game. The page also informed me that my account could only be withdrawn, but when I tried to withdraw, I was not allowed to. If they asked for KYC3 and KYC4, I have the right to choose whether to provide them. I also have the right to choose not to continue playing Stake if I don't want to provide them. But before that, Stake should let me take my money. But they didn't do that. They shouldn't be normal when users deposit, lose, or make small withdrawals, but once it reaches several thousand dollars, they suddenly require higher-level verification without prior notice. Everyone has the right to accept or not accept. If I accept, I can submit and continue playing; if I don't accept, I can stop playing, but users should have the right to withdraw their funds.

Recently, I submitted a legitimate withdrawal application of 5450 USDT, but Stake directly blocked my withdrawal without any prior notice and reasonable justification, refusing to process the withdrawal solely because I only completed KYC2 and unilaterally forcing me to complete higher-level KYC verification.

This behavior of Stake seriously violates the anti-money laundering regulatory standards and fair gaming rules formulated by Curacao eGaming. KYC2 verification is a complete identity verification, and the platform has no right to arbitrarily block users' legitimate withdrawal rights or impose additional unreasonable verification requirements.

I hereby request your regulatory team to:

1. Launch an official investigation into Stake's illegal act of blocking user withdrawals without reason;

2. Hold Stake accountable for its irregularities in accordance with relevant regulatory regulations.

Attached are all valid evidences:

1. My Stake account information(Username: VrcMrDcco, Registered Email: [email protected]

2. KYC2 verification completion screenshot

3. Withdrawal application rejection screenshot

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

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 confirm you filled out your player's account with the accurate personal information?
• Could you please confirm you intend to comply with the casino's verification requirements?
• 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?

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

Dear VrcMrDcco,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru