Stake Casino - A conta do jogador foi bloqueada.

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 problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please clarify why has the casino closed your account?
• Do I understand correctly that you are unable to access your crypto account?

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,

Attila

Hi Atila, my account was closed or blocked because I couldn't provide the details of my last three crypto deposits, which I no longer have because I lost access to my crypto wallet. However, I provided all the other information they requested. I don't believe that missing three deposits should prevent verification. I have money in the account that I need, and I deposited...

Hola atila, me cerro o bloqueo la cuenta porque no pude pasarles los ultimos 3 depositos en cryptos, que no poseo porque perdi ingreso a billletera de cryptos, pero les pase toda la otra informacion que me solicitaron no creo que por 3 depositos uno no pueda verificarse, tengo dinero que necesito en la cuenta misma y que deposite

Thank you for your reply. Could you please forward all your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, could you please clarify the reason behind losing access to your crypto wallet?

Thank you for your patience and cooperation.

I already replied to the email address you posted in this thread. I sent screenshots of our conversations and explained why I couldn't access my crypto wallet. I also have all your personal information and offered to do a video call and provide any documents you request.

Ya le conteste por el email que puso en este hilo, mande las imagenes de las conversaciones y la razon por la que no pude ingresar a mi billetera en crypto, y tambien dispongo de todos los datos personales y ofreci hacer video llamada y documentos que me soliciten

Thank you for the provided information. Could you please clarify the reason you are unable to access your crypto wallet?

I look forward to your reply.

Hi Attila, I explained it in the emails I sent you, everything is there.

Hola atila, se lo aclare en los mail que le mande por correo, ahi esta todo

Thank you for your response.

I have reviewed the attached communication; however, it does not address the core of my question regarding the reason you are unable to access your crypto wallet.

Please understand that the casino is required to verify account ownership, particularly in a situation where a player requests a change to the email address associated with the account and certain verification documents have not yet been provided.

Could you please explain specifically why you lost access to the crypto wallet used for the deposits? Additionally, are you able to provide any evidence that the crypto wallet from which the deposits originated belongs to you? For example, this could include wallet screenshots, transaction records, or any other documentation linking you to the wallet address used for the deposits.

I look forward to your reply.

Dear Ggrchedman,

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,
Attila
Casino.Guru