Stake Casino - Das Konto des Spielers wurde geschlossen und auf die Gelder kann nicht zugegriffen werden.

I had a verified account at Stake with a balance of $36,494.73 worth of Solana (SOL). On 21s September 2025, while playing Blackjack on Pragmatic Play, I suddenly encountered errors when trying to play in the SOL/USD pair.

I contacted Stake support multiple times to resolve the issue. The support agent confirmed I should still be able to play, and even encouraged me to continue using EUR or other coin pairs while they investigated. However, only a few minutes later, my account was suddenly disabled without warning, and I was locked out of withdrawals.

I immediately asked why my account had been closed. Support (Nikola and Viktor in chat) told me that by the provider’s decision I could not use SOL/USD, but that I could continue in other currencies. Shortly after, my entire Stake account was disabled.

They directed me to email gameplay@stake.com for more information.

I have since sent over 10 emails to the requested address, but I have not received a single reply. My funds remain inaccessible and I am completely locked out of withdrawals.

Account balance at time of closure: $36,494.73 in SOL

No bonuses were in use

All gameplay was standard Blackjack on Pragmatic Play

My account was fully verified prior to these issues

I have never breached Stake’s Terms & Conditions

I believe Stake has unfairly closed my account and is refusing to pay my legitimate winnings. I am asking Casino.guru to step in and help me recover my funds. I can provide full chat transcripts and screenshots as evidence.

Thank you.

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Dear player,

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.

Have you made any successful withdrawals before?

Were there any specific terms mentioned by the support agents during your chats that led to the account closure?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

I haven't withdrawn with them before. I was playing blackjack, and apparently Pragmatic Play didn't allow me to play with SOL/USD pair anymore, but said SOL/EUR was okay. A few minutes later, Stake bans my account and disables withdrawals.

I have sent you the full transcript per email as well. The issue started with not being able to play Blackjack, but developed into them saying Pragmatic Play banned me from playing SOL/USD but SOL/EUR would work. Then a few minutes later, Stake bans my account and does not let me withdraw my money.

Dear player, have you managed to get any more details from the casino about why your account was disabled? Was there any specific reason or explanation given for the account closure, other than the issue with SOL/USD?

Dear thoken121,

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,
Dominika
Casino.Guru