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Good day! My account was blocked (temporarily as stated in the profile), I honestly do not understand why the blocking occurred, I deposited money in different cryptocurrencies XRP, USDT (currently the balance is in XRP and USDT) remained, withdrawal of funds is not available!

I don't understand the logic, why and for what reason I was temporarily blocked if my account has a turnover of 267 thousand dollars, but the point is that I am in the minus on the account (that is, I did not receive any extra millions to think that I am somehow dishonest in terms of bets)

(I place bets on sports more often, and sometimes I win, sometimes I lose, as I said above, I am in the minus on my account)

Please help me solve this problem and withdraw funds (and unblock the account itself so that I can continue playing)

Добрый день! Мой аккаунт был заблокирован (временно как указано в профиле), в связи с чем произошла блокировка я честно не понимаю, закидывал деньги в разных криптовалютах XRP, USDT (сейчас баланс в XRP и в USDT) остался, вывод средств не доступен!

Не понимаю логику, за что и по какой причине я был временно заблокирован если у моего аккаунта оборот 267 тыс. долларов, но еще суть в том что я в минусе на аккаунте (тоесть я не получил сверх миллионы какие-то, чтобы думать что я какой-то не честный в плане ставок)

(Я ставлю чаще ставки на спорт, и то выигрываю, то проигрываю, как я сказал выше, я в минусе на своем аккаунте)

Прошу помочь решить эту проблему, и вывести средства ( и разблокировать сам аккаунт чтобы я мог продолжить игру)

Dear juarasatust21,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Stake Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise if you played casino games (slots, live casino, crash) too? Or has it been solely sports betting?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  
• The information on the screenshot you shared states that you can contact accounts@stake.com to get more details regarding the block of your account. Have you contacted the casino at this email address?
• You said that your current balance is negative, but you want to withdraw funds. Can you clarify it? Have you lost your full balance during gameplay? Or you have some pending withdrawal requests?

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

Best regards,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

1) I played sports betting more often, and casinos as well.

2) Yes, I had level 2 verification, after which they asked for level 2 verification again, I don’t know why, I passed it again, and now they are asking for level 3-4 verification.

3) No, the winnings were from my personal funds.

4) Yes, I contacted them, they asked to pass verification of the 3rd and 4th levels, I sent them a lease agreement at the 3rd level (since I do not live at my registered address in Lugansk, since there is a war going on there, I live in another city where I live on lease, I sent them the agreement, they said it is not suitable because it is written by hand (in handwriting), but that is how the document was filled out.

5) Balance is not negative balance 15000 USDT and 1300 XRP.

1) Я играл чаще в ставки на спорт, и казино так же.

2) Да, у меня была верификация 2-го лвла, после чего они запросили еще раз верификацию 2-го лвла, почему это не известно мне, я ее повторно прошел, и теперь они просят пройти 3-4 лвл верификацию.

3) Нет, выигрыш был с моих средств личных.

4) Да, я связался с ними они просят пройти верификацию 3-го и 4-го лвла, я на 3-й лвл скинул им договор о аренде ( т.к я не живу по прописке в Луганске, т.к там идет война, я живу в другом городе где живу по оренде, я отправил им договор они сказали он не подходит потому что там записано от руки (рукописью) но так заполнялся документ.

5) Баланс не отрицательный баланс 15000 USDT и 1300 XRP.

I attached you a photo of the apartment rental that I attached to pass level 3, I don't understand why they cancelled it and didn't let me pass level 3.

Я прикрепил вам фотографию оренды квартиры который я прикрепил для прохождения уровня 3, я не понимаю почему они его отменили и не дали пройти уровень 3.

Dear juarasatust21, thank you for your response. Is this lease agreement the only document that you have to confirm your current address? Do you have any other documents, like a bank statement or any confirmation from work, in which your address can be stated?

This document you shared doesn't have any signatures therefore the casino can have questions about its validity.

Could you please also forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Dear juarasatust21,

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,
Natalia
Casino.Guru