Stake Casino - Spelaren begär en återbetalning för förlorade pengar efter kontoproblem.

My first account atl****000@gmail.com was frozen by the account manager on November 27, 2024. On February 22, 2025, I couldn't help but use an account that I registered about 11-12 weeks ago but had not used much to log in, and used the same KYC information to complete the second-level certification on the same day, successfully recharged and lost all the more than 10,000 USDT. Now I hope that responsible gambling platforms can take this opportunity to refund my recharge of more than 10,000 USDT

Dear atlaschan000,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify why the account manager froze your first account in November 2024?

Has your first account been fully verified, meaning that you passed all 4 stages of the verification process?

Have you created your second account after your first one was blocked? Did you fill out any personal information during the registration process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for you reply.

Best regards

Veronika

Hello dear commissioner.

Last year, I proactively told my VIP manager that I had become addicted and squandered all my assets. Upon receiving my message, she immediately froze my account.

Both accounts have completed Level 2 authentication.

If you need chat records with the VIP manager, I can provide them.

Thanks again!

Additionally< CasinoGuru@consultant.com >I have already replied to the email, thank you.

Please STOP communicating with CasinoGuru@consultant.com, this is not our official email address. They are scammers who are trying to steal money from our customers.

Thank you for reminding me

Could you please forward me the emails between you and your VIP manager from November 2024 when you informed the casino of your addiction and requested to be self-excluded? My email address is veronika.f@casino.guru.

Could you also kindly specify when exactly you created the second account in this casino?

I forgot the registration time for the other account, it should be at the end of 2024,

The chat records with the manager have been sent to the email address you specified

Thank you for the chat transcripts.

Could you please specify which documents you submitted to the casino for your Level 2 verification? Was it a driver's license, national ID, passport, or some other document? Have you used the same document for both accounts?

Use national ID.

Yes,I used the same document for both accounts.

Thank you very much, atlaschan000, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello atlaschan000, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. For starters, could you please confirm that:

• you are no longer communicating with scammers from CasinoGuru@consultant.com
• you have used the same documents for the KYC on your secondary account and was still able to keep playing?

Meanwhile, I’d like to invite a representative of Stake Casino to join the conversation and participate in the investigation of this case as well.

Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. Any sensitive information can be sent directly to me by e-mail at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

1.you are no longer communicating with scammers from CasinoGuru@consultant.com

NO.

2.you have used the same documents for the KYC on your secondary account and was still able to keep playing?

NO.

But,I just tried logging into my second account and found that I received over 4000 USDT deposited into the vault, which should be a refund from Stake

Yes, I received an official email from Stake confirming the refund, and now the case can be closed. Thank you!

Dear atlaschan000,

I am glad to hear that your issue has been resolved! We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej Lawson

Casino.Guru