What Happened
A player says Stake emailed them that their account was suspended and then asked for level 4 KYC. They say they finished every KYC level and were told they could use the account normally. Their next withdrawal, they say, sat on hold for 15 hours and was then cancelled, leaving $18,990 they could not take out.
How It Developed
- Complaint opened after the cancelled withdrawal and, the player says, 12 hours of live chat that went nowhere before being sent to another team by email.
- Stake said it had emailed more details about the case to the mediator.
- The player asked whether a permanent restriction meant even their deposits were lost, and said Stake had not said how the rest of the balance would be handled.
- AskGamblers reviewed the information, found Stake had acted within its terms and closed the case. It pointed the player to the regulator or an outside dispute service.
Rejected
AskGamblers found Stake followed its terms, although the thread is labelled Resolved. Nothing shows the player got the $18,990.
What Has (and Hasn't) Helped
Nothing worked. Stake's reasons went to the mediator by private email and were never posted, and the mediator sided with the casino. If that happens to you, the next step is the casino's licensing regulator or an independent dispute service.