What Happened
A player who says they had been a high-level Stake VIP for over three years had their account restricted in late 2024, soon after a final deposit. Stake then asked for verification levels 1 to 4, which the player says took over a month. The player says the frozen balance, listed as $230,000, is their own money rather than winnings, and wants to withdraw it.
How It Developed
- Complaint opened: after passing level 4, the player was told to wait for the compliance team, and live chat was switched to email only.
- Stake said it restricted the account because outside authorities asked it to. It said its compliance team had contacted the player in November 2024 with a contact for questions, and that it could not lift the restrictions yet.
- AskGamblers asked Stake for a full explanation, evidence and the exact rules broken, and warned that silence would mean closing the case as unresolved.
- Stake said it had sent the mediator an email about the case.
- AskGamblers closed the case as unresolved because the outside investigation could take an unknown time. It asked Stake to reopen it once the investigation ends and told the player to cooperate with the authorities.
Unresolved
Stake says outside authorities asked for the freeze and it couldn't lift it yet. No payout is shown.
What Has (and Hasn't) Helped
Nothing could be settled here. Stake said outside authorities had asked for the freeze, and a complaint site can't overrule that. If you're told the same, reach out to the contact the casino gives you, answer the authorities, and keep copies of all your verification and chat records.