What Happened
A player says Stake froze their account for over a month, so they couldn't play, deposit or withdraw. Support said the block would lift once they passed four KYC levels, which needed signed and stamped papers, and the player says they finished all four. After that, the player says, Stake went quiet and then called the account permanently restricted for misuse.
How It Developed
- Complaint opened: after the KYC checks, Stake promised an email answer within 72 hours, but six days went by with nothing.
- Stake said it had sent the mediator a new email.
- The player said Stake now claimed a breach of its terms and a permanent restriction. They denied doing anything wrong and asked Stake to look again.
- Stake said it had emailed AskGamblers and pointed the player to its earlier messages.
- AskGamblers reviewed both sides, found Stake had followed its terms, and closed the case. It pointed the player to a regulator or an ADR service (an outside dispute body).
Rejected
AskGamblers found Stake followed its terms and the account was not reopened, though the page lists the case as Resolved.
What Has (and Hasn't) Helped
Nothing worked. Passing KYC didn't reopen the account, and the mediator accepted Stake's reasons, which aren't public. If this happens to you, ask the casino in writing which rule you broke, then take it to the casino's regulator or an ADR service.