Bitcoin Forum

As english is not my 1st language, ive had help with ChatGTP to clean up my wording.

What happened::
Stake.com suddenly requested a new round of KYC verification, which I accepted and complied with fully. Despite submitting all required documents, including stamped payslips and bank statements for Level 4 verification multiple times, they decided to permanently close my account. I have not breached any of their Terms of Service and have only bet on major sports leagues. Now, they have stopped replying to my emails, and my wallet has been closed, preventing any withdrawals. I am at a loss for what to do next. I am a fair player who, unfortunately, had a significant amount of money in one casino account, and this situation is financially devastating for me. Is there anyone who can help me resolve this issue? I am prepared to upload any necessary documents I have previously sent to Stake.com to demonstrate my full compliance and transparency.

Scammers Profile Link:
[Provide the profile link here]

Reference Link:
[Stake.com]

Amount Scammed:
$17,000 USD

Payment Method:
[Crypto deposit]

Proof of Payment:
[At this time I do not want to dox my self.]

PM/Chat Logs:
[https://imgur.com/a/SIfdduS]

Additional Notes:
I am a fair player who, unfortunately, had a significant amount of money in one casino account. This situation is financially devastating for me. I am prepared to upload any necessary documents I have previously sent to Stake.com to demonstrate my full compliance and transparency.

There surely is something wrong about you.
In no other "scam accusation" or complain posts you opened/wrote in recent months ( and there were some, Bitsler, Trustdice, Rollbit, ... ) you mentioned using a software to post here.
Your other posts also sound pretty well written, and they don't really sound like a translation software to be honest. So why suddenly using one now??

Many sites "withheld" your money before as you wrote it yourself several times. Though it seems it all got resolved. Still there seems to be a pattern to it and unless you show more that verifies your story (chatlogs and so on) there is nothing the community can do for you anyway.
Just another site added to your list to complain about so it seems.

Im baffled over your reply, and honestly do not know what to say.
Ive used GPT this time, as the ammount is large. Ive also had it help me as this is quite the same complaint ive sent their liscense holder and AskGamblers.

I have no trouble uploading screens of my chatlogs, but I would ask you why I would come here with this claim if it was not legit? I am not looking for sympathy, im looking for someone from Stake to talk to me, and release my hard earn money.

My 3 other complaints have all been legitimate, and solved. I do not see a problem with any of those?

Ive now uploaded 3 screenshots from chat and my verification page.

Link in 1st post and here: https://imgur.com/a/SIfdduS

Hi, you're not the first and only who got their previously-verified KYC revoked and required to re-perform it. It seems stake is revamping their KYC system and it might be one of the undesired side effect.

I understand that you're more than willing to re-perform Level-4 KYC and that you're previously passed them without any issue? Thus, ideally, you'll be easily pass this one too, if they give you a chance to do that?

Stake's representative are unfortunately not attending to any of accusation raised against them, but they have a staff that constantly monitoring this board and forwarding it to their team. Hopefully, with this, they will prompt their security and compliance department to re-open your KYC process.

I dare not to PM them, given they explicitly ask me to not send them any more PM. But I'll mention them here, just in case they use the notification bot and/or this case does not come to their awareness. Symphonized, do you mind to notify the compliance team and perhaps get this case re-visited? Giving OP another chance to perform SoW-level KYC?

I am reuploading your images for better understanding, and it might be wise to drop your stake username here, just in case.

https://talkimg.com/images/2024/05/27/LNhwg.png (https://talkimg.com/image/LNhwg) https://talkimg.com/images/2024/05/27/LN1Yv.png (https://talkimg.com/image/LN1Yv) https://talkimg.com/images/2024/05/27/LNL8H.png (https://talkimg.com/image/LNL8H)

Even though I haven't taken a side yet, you should file a complaint with Askgamblers ASAP. Some these Stake KYC cases have gone on for months. Because of the amount, I feel that this one will be another.

I see more cases appearing day after day with Stake Casino regarding the rejection of documents during the KYC process. However, each case is always handled by the team either by giving another chance, or at least given a valid reason for the permanent account disable.
In your case, this is not the first time you have encountered this issue with multiple other casinos, we can’t understand the reason yet. For me as a gambler in many casinos, I rarely even go through the KYC process. However, when I do get a request to upload my documents, even if one of my documents is rejected, the casino team always give me more chances and explanations to upload another document.

If this issue is appearing with you for the first time, it means you either broke one of the casino’s rules or you are on a blacklist in their KYC system.

@OP, There is lack of professionalism from Stake live support agent in your case. They should have stated the exact reason for closing your accounts permanently instead of asking you to read the whole terms. BTW, if we look into the terms of Stake, then we can see that

• Terms 4.19, 4.21 & 4.22 (https://www.talkimg.com/images/2024/05/27/LEZTm.jpeg): There are several things mentioned in these terms, including the 'source of funds verification'. It also says about withholding funds and suspending user account.
• Terms 8.12 (https://www.talkimg.com/images/2024/05/27/LEwIT.jpeg): Says about withholding and blocking user account. It is related to money laundering.
• Terms 12.7 (https://www.talkimg.com/images/2024/05/27/LEuAo.jpeg): Says about withholding and blocking user account permanently. It is related to bonus abuse.

I guess your issue is related to the combination of terms 4.19, 4.21 & 4.22. Askgamblers is suitable place to get help for your issue as Stake representative doesn't give reply here.

When I read your story I bet you were a sport bettor, after looking at your post history it seems I was right. So I guess you've also mainly used this casino for its sportsbook. To be honest, I would be surprised if they've really revoked your KYC because of a revamp of their system. Contrary to what some people say on the Gambling board, fully completing the KYC procedure before depositing funds and starting to gamble doesn't prevent this casino to lock your account if they spot you as a bettor making profits. They will just revoke it and never approving it again.

This is one of the reasons why i cant comprehend to any casino who don't allow to re-verify your KYC docs after failing it especially if you completed the level 3 KYC and now only for "Source of funds" docs. They don't even give a detailed answer despite of your available balance which is a huge amount to consider.

I suggest to bring it to AskGamblers just like others mentioned, i hope your case will be resolved soon.

I was previously verified lvl 1-3 as they never asked for level 4. Before they suddenly revoked my lvl 2 and 3 and asked me to resubmit my documents, including now level 4. I have sent them official documents, from my employer, bank and electricity company. I have nothing to hide. I have not breached any of their TOS, as they say I have. Level 4 has not been required for numerous withdrawals in the past for my account neither.


Askgamblers rejected my complaint, saying that this is something i have to take with the regulator (liscensing) I have sent them an email, but not received any response.

As of now I see no more paths to take, as it seems like i cant get an official response from Stake in any way? My money is now locked with no proper explanation. Nor proof.

Is there anyone here able to help me? I have no idea what more I can do.

I've replied to your PM regarding the staff that monitor this section of the forum, but just in case they can't do much or refuse to escalate and forward your situation to Stake compliance team... I'd like to invite and bring this matter to btcgosu's attention.

OP, I'll repeat, I'd really appreciate if you can drop your username here or PM me that info. If efialtis decide to lend his hand on this matter, he will definitely need that piece of info from you.

---

efialtis, do you happen to have someone from Stake on your contact that you can reach and get them to re-review OP's case?

If what happens to OP is the whole true story here, I believe it's a simple misunderstanding that can be sorted out through re-opening KYC for him, something that Stake can do rather easily and wouldn't take them long.

I don’t understand why only new users are defending the accusers. I have seen this happen hundreds of times so Iam not surprised, this is happening where new accounts are created just to support the accuser who is also using a new account to create a case. This raises suspicions about the story of the OP , and doing this makes you seem more guilty rather than increasing your chances of getting help by other users.

However, I never take sides in cases against casinos. I just read the complaint and reply to the details provided by the OP. If I had seen more evidence that the accuser did nothing wrong, I would step in his side to help him and how to find a solution to get another chance for doing KYC process.

What more can I do? I am a person, who have sent in all the documents they have requested. I own the apartment they want to verify i live in. I work where I say I work. I have several posts on this forums, where every problem with other bookies has been with the same account name and ID (This I can also prove)

Stake is saying ive deceited their KYC, wich I do not understand. I even had to go get my payslips stamped and signed by the payroll staff. I will gladly send them a verification from my state (Norway) that I own the apartment they asked me to verify trough utility bills as well. What more can I do? Take selfies outside/inside my apartment? Selfies with my boss?

I have done nothing wrong, but they have decided to close my account with no apparent proof. Its quite a large sum of money, and its made me stressed and depressed since the day this all started.

Mind you, I have done several deposits and withdrawals over the years. They have accepted my verification years ago. Nothing has changed since then, other than that I have changed occupation. And maybe electric company, as we in Norway get some "bonuses"for changing them quite regularly.

I've given your Stake username to efialtis just recently, let's hope we can sort this out. For the time being, I am asking you to exercise a little bit of patience while efialtis and his Stake contact comb through everything necessary.

Tamadeus, why do you use Stake when you can use Betfair in Norway?

Umm... didn't mean to be rude, but... how is this helpful? Why don't he use Rollbit? Or Sportsbet? Or BC? Betcoin? Hell, why not Norsk Tipping? (https://lottstift.no/en/gambling-in-norway/) Still doesn't change the fact that he placed his bets on Stake and this mess knocked his front door and made itself home.

Because betfair does not offer crypto deposits and withdrawals I assume.
If it's not about crypto there are many far better sites for sports betting such as pinnacle ( which does even offer crypto ), bet365, betfair and others. These sites offer FAR better odds than stake and several other crypto bookies.

Stake is only good for fast deposits/withdrawals and crypto in general. So I guess this must be the sole reason.

Stake confiscated over 1.5M USD from me and its been many months. Your amount is much smaller but based on my experience once they close the account and stop communication it means they've made their final decision about you.

https://i.ibb.co/StdqKjF/withdrqal.png (https://ibb.co/Byr8gp0)

In my case I was betting on soccer matches and some matches were later discovered to be fixed or manipulated which I did not know about I just follow suspicious bets trackers and follow the money movement to place my bets. Good luck OP, don't forget to post on TrustPilot so that people see your negative experience at least. That's what I did.

Aha, many months huh?
That's a bit strange isn't it? I mean, didn't you some weeks ago post hilarious screenshot from stake wit your "big win" "cashout" . I mean, the cashout was bs anyway, we all know that. They would never offer you 50% of the whole parley win when a game with odds of over 3.5 is still missing. But hey, you got your attention.

Seems like you are crafty with photoshop, good for you.

You should work on your stories though, since they are here for everyone to read and saying here you have this problem for many months is clearly a lie. Attention seeking at it's finest.

Never heard his case before, and looking at his post history told me why: because he made his "complaint" across many threads instead of having his own official complaint. Seems like a half-hearted attempt to get his "rights", IMO, especially if we judge from the number.

Napkins, you're free to raise your own thread if you have legit case of your own, but please don't pollute other's dispute process with your own.

Thanks again Holy for helping me out.
Ive yet to hear anything from anyone yet, but il practice patience.

The credit should be given to efialtis, I didn't do much other than asking him to ask his Stake contact on your behalf. All the efforts, if it bear any fruits, is because of him.

As for the lack of news, I am somewhat sure that efialtis had been in touch with his contact and give his best to ask for another review for your case. If there's still no update from stake, though, then I'm afraid they are final with their decision. Or hopefully, they are currently in the middle of reviewing it.

This looks rare to me for hearing something like this, i don't think there is a complete information on what happened between the two of you, you're not the only one using this platform and what applies to others applies same to you, then i see no reason why yours should be on an exceptional if you had adhere strictly with their rules, wits more better if you can tag their representative or refence this thread to their announcement thread and make your request, other experience users will as well engage you and see to the condition, but am very sure, there is something more phishy from your end you're not saying.

I will guess that you're not reading the thread carefully. All the information from OP's side are there, explained within 20 posts in page one, as well as that whole tagging their representative and linking this thread on their ANN. Do us a favor and read before you post?

I can already see some development on your complaints in Casino Guru. Stake representative has said this on your complaint:


Stake representative has mentioned that it is their final decision. Now you have a very little chance there to reverse the decision. You have to provide your KYC documents to Casino Guru team, then they will verify whether those documents are genuine or not. They have taken the decision based on one of those terms which I have described in my previous post:

As promised, I reached out to my contact and it looks like they responded, as Mahdi shared. Even though this doesn`t look great for OP, let`s see what comes out of it when both sides share the docs.

I wonder the ingenuity of the information being provided that they were referring to was the situation of your occupation, tamadeus? Do you mind to perhaps clarify that matter to them?

For those who follow this case and seemingly [yet understandably] lost the context, OP supplied me with additional, seemingly mundane at that time, information when he gave me his username through PM, that he changed job and this fact was not updated [a mistake from his side, as he forgot to do so] on his Stake account. I wonder if what they refer as incorrect documentation [especially given the documentation being referred here is the level-4 KYC, Source of Wealth] was that your payslips said that you get your wealth from a source that's completely different from what you previously stated.

What I don't understand is, at KYC level 4 you don't make any statements about your employment or whatever, you simply upload documents that prove where your funds are coming from, that's all.

https://www.talkimg.com/images/2024/06/04/cABhD.png

There is no window or whatever where you fill out additional information such as employer or job description.

You provide that piece of information during your level-1 KYC.

https://talkimg.com/images/2024/06/04/cAOk9.jpeg

I am level 2 verified and I never filled out any occupation as you can see in the picture. So this was, at least in the past, not mandatory.

Maybe they added that later, I don't know. Who are they to ask anyway what occupation players have, never filled that out anywhere anytime so I see this for the first time.

https://www.talkimg.com/images/2024/06/04/cAloT.png

Failing KYC because of a changed job, which happens all the time, would be the biggest joke of them all. It's not like he provided a wrong name, date of birth or anything.
Jobs as well as an address to change is the most common thing ever.

I honestly think this cannot be the issue here. They are talking about "misleading documentation constitutes a significant violation of our terms of service", I think a different job is nowhere close to that.

One more example, my address changed 2 years ago, I never updated it on stake. I asked my VIP host if I should do the update and even she told me it's not really necessary. Just for my own safety I now screen shotted this conversation with her about that subject.  ;D

I was thinking the same and took a quick search on the net, trying to find old article with this occupation field being exist, I initially thought that was added when they revamped their KYC system [the now mandatory to perform KYC prior to any play, and those suddenly revoked verified status], but apparently they've been around since at least one year ago.

https://talkimg.com/images/2024/06/05/cZAzH.jpeg
https://www.casinokrypto.com/en/review/stake-casino/

Another image showing that field was also provided [accidentally] by a redditor who posted around three months ago.

https://talkimg.com/images/2024/06/05/cZHcg.jpeg
https://www.reddit.com/r/Stake/comments/1bjpurr/verification/?rdt=36013


I am in agreement with this.

Previously, with my post about having the occupation info supplied during level-1 KYC, I wanted to say that I guess if the root of OP's case is indeed this simple problem, it tells us that Stake does not only check if our fund come from legit source, it also confirms whether it matched the information we gave previously, which a bit inconvenient [an understatement, I know], if such minor misunderstanding can grant for our account being completely locked, given people change occupation from time to time, and not strictly speaking the nature of their employer, but can also cover a wider scope of change-of-occupation as in the field that they work for.

Thanks for all your help.


Stake and I now have sent in all required documentations. So im very curious to what they deem me to have deceited them with, as I have no idea what they are even talking about.
Hopefully they will treat me fairly and let me withdraw my money.

I will keep you posted.

Casino Guru finished the investigation. " After thoroughly reviewing the case and all the evidence provided by the casino, we have decided to reject this case. While the casino has chosen not to disclose the specific reasons for the account closure, I can only share that the documentation submitted by the player exhibits signs of inaccuracy and lack of integrity. Unfortunately, this case is too complex for us to resolve conclusively. Given the substantial evidence, we are compelled to uphold the casino's decision."

To be fair, they rejected it due to [from what I think happened] the complexity of the case and the lack of verifiable proof from Stake's side. I think CG consider themselves unauthorized to make the final ruling and suggested OP to reach to the licensor. The complete final words from CG was,

I don't think so, let's look into this part of CG staff post


It means, they are not sure whether the submitted document of the player is legit or not. Which gives a hint that there might be something wrong with the provided documents of OP.  However, it is pretty clear that OP's account was closed for the inability of Stake to verify the 4th step (source of funds) of KYC documents.

How they can verify the documents if there is really "exhibits signs of inaccuracy and lack of integrity"? I had highlighted some clauses (https://bitcointalk.org/index.php?topic=5497907.msg64134707#msg64134707) from Stake terms on my first post here which could be the cause of this inconvenience. Looks like the decision was taken according to terms 4.19, 4.21 & 4.22.

Oh my... I stand corrected. I initially thought that Stake won't disclose their specific evidence. I must have somehow misread CG's final words yesterday, not sure how [though I think having half of my mind elsewhere contributed to certain degree], given it's clearly very far from what I understood.

tamadeus, will you give us any more information? Did you receive the funds? Or are you back to Norsk tipping?

OP was online today, but seemingly have no intention to address his case further by replying this thread. As such, I am abiding CG's findings and will mark this as resolved as well on my list.

OP, I hope you can get better resolution through their licensor. Please update us when or if they made a ruling that's different from what CG gave.

CG rejected the case. Stake didn't tell CG what rule the OP broke.

CG's final verdict is to take favor in Stake. They uphold Stake's decision and perceive it as the one that's likely to happened. I understand you're trying to say that I shouldn't mark the case as resolved on my list? Then, do tell, what status should I wrote it and why?

Could go either way but it's your thread and I don't have a really strong case against. Your call is fine by me.

No, no, don't stop here. Please, by all means. My thread [and I] is not authoritarian, it's open for public and at no time all of its content is my call just because it's my thread, as I stated in the intro of my thread,


So, you seems to have an opinion that the case shouldn't be marked [be it by CG or me] as what I proposed I will. The room is yours.

nah, I'm done disagreeing. You put a lot of time into this stuff so I shouldn't be so critical. Time to watch the rest of England/Switz and then Netherlands/Turkey.

Im sorry for the late reply. I had to get away, as this is quite a large amount for me to be taken from me..

I dont really know what to say. Im very disapointed in CG, as they deem it to complex, to even tell me why my funds have been seized.

I was sure that a serious bookie as this would try to cooperate with me and solve this. I have provided every document they have asked. If need be, il take a selfie with my boss? 

As I see it ive exhausted any possibility i know. Stake has not tried to talk with me or solve this, nor provided any proof for what they allegede ive done to deceive them in any way.

I can also provide screens or what is needed for them to see that im fully verified at several other large bookies.

So.. I dont know what more to do. I will for sure never keep any more than 1000 usd at any crypto bookie that seizes customers funds at will any more. As I see it, they answer to no-one (As their licensholder still haven`t responded to my email)

As this is a KYC problem (I think) I dont know what more I can do. Ive provided everything, and I am who I say I am. Wich they could probably comfirm trough a video interview for instance..

So ive lost 17k usd without any proof nor a fair attempt from stake to resolve this. Not the best way to start my summer vacation.

Is this  casino guru?
Casino Guru have a good reputation in solving issues between sportsbook and their customers. Obviously you will need to tell them your side of story and the other party will show their documents too.

Yep, he is talking about Casino Guru. They have already made their final decision regarding this complaint and suggested OP to reach the licensing authority. I would like to quote the key fact here again which I had highlighted before (https://bitcointalk.org/index.php?topic=5497907.msg64263150#msg64263150)


They have already tried to verify the documents of OP, but found those signs. Stake has taken the decision according to their terms of such situation.

You can still escalate to their licensor, like CG suggested. It's very far less transparent than mediator, as they [far as I know] will review your complaint, reach to the casino, inquire basis and proof from that casino, and return to you with their final verdict. So, [again, far as I know], they won't ask you for supporting documents to debunk the casino's claim if they deemed the other party has a better proof, and for this reason, I think you better prepare the strongest and best explanation.

Luckily though, they're with antillephone. IIRC they're the best from four Curacao Master Licensor.

You're going to drop $17,000 like that without doing anything more? If you are not a cheater and the real player who deposited funds, played and won those bets you shouldn't give up. Sending an e-mail to Curacao authorities costs nothing, they can ask Stake what is going on, or help/explain you how to sue them in the courts of Curaçao. I guess there are special procedures for foreigners not living in the country. You can either contact Dutch authorities to get help, since Curacao belongs to the kingdom of the Netherlands AFAIK.

Sorry for the very late reply. This case really ruined my mental health.
I have tried contacting their licensholder, without any reply. Could anyone point me to the correct email address?

According to their Terms of Service, Stake operates under a Curacao license issued to Antillephone. The site's gaming license number is 8048/JAZ2021-027.
I think you can send your complaints and enquiries to complaints@antillephone.us. If you are accessing Stake from some of its other country-specific domains, check out https://stake.com/licenses for more information about the regulators.

Thank you for the swift response. I have sent them an email.


This has been one terrible life experience for me, please dont ever hold serious cash with these books..

Are you a winning or a loosing customer?
I dont understand why they would treat a loosing customer like this..

I believe the rule of thumb is to never gamble more than you can afford to lose.

OP, kindly update us when you've heard back from antillephone. If I am not wrong, basically the procedure of raising a complaint to a licensor is you have one shot at describing your situation best you can, with proper and as many supporting evidences supplied, and the licensor will then move with their investigation by reaching the casino and get to the bottom of it rather privately.

You'll only heard back when they've reach their final verdict [or perhaps they needed more details from you]. At least that's what I understand this far. I'll appreciate if you can give us your first-hand experience in dealing a dispute through master license holder. For my future reference.

And uhh... for the time being though, unfortunately I'll still have to adhere to CG's ruling as a status of your case on my list, resolved, given you both initially agreed to their ruling.

Their License provider has not responded to any of my 2 emails..

There seems to be no interest from Stake to even try to solve this, so it seems that they rather confiscate my 17k usd than work with me for a solution (For instance a video-call?)

Are there anyone here able to try to help me one last time?

I might repeat my self but, the account is mine, in my name etc. I own the apartment its registered to, and i can provide any legal document that is required and possible to get from my country about who I am etc (Norway)

I read the entire thread and from what I conclude is that the decision was final. The casino and Casino.Guro agree that you provided documents that have some kind of flaw or are not true. Now you did not say in this thread how much money you deposited in the casino, how much money you played and won and lost during the game. Why is this important?

It is important to know because if you deposited a lot of money, something like $50,000 and played a few times and then wanted to withdraw $170,000 then the casino system could be detecting signs of money laundering for that reason they asked you for KYC and by providing false documents it would confirm the casino's suspicion and in that case their decision would be final.

There would also be another scenario in which you deposited a small amount of money, something like $1000 and won $17,000 and the casino system suspected cheating and by asking you for KYC and you providing false documents, the casino confirmed that they are dealing with a cheater and made the final decision.

That could mean that they deemed the case as baseless and in favor of the casino, that they deemed the casino has taken the correct course of action.

Remind me again if I'm wrong because I do have to re-read the whole thread [of which I only skim through them], but you've escalate to CG [or was it AG?] and they reached a conclusion that the action taken by stake is within what's applicable their ToS? And now that their licensor didn't respond to you, we've [so far] exhausted: me giving you the account of the staff who monitor this board [of which I suppose you PMed her], efialtis reached his contact to get things in motion, attempted ADR by CG, and now their licensor silence?

This sums it up nicely. CG did tough not rule in Stakes favour, they just said it had to be taken up with their license holder.. And they have not responded nor shown any interest in helping me out with Stake just stealing 17k of my money.

Ive only played on their sportsbook (Atleast 99% of my wager) Im quite certain im up a fair bit, but i have done numerous deposits and withdrawals over the year. The account is atleast 4 years old, if not more.

Actually, they do.

Though they can't be conclusive due to the complexity of the situation [which I assume your change of occupation plays some role on this], they were compelled to rule in casino's side,


Have you PM Stake's staff who monitor this board? Ask her to ask her team to reconsider KYC? That's the only way left that I can think off.

It's sad to hear that, it's the license provider duty to check if the casinos using its licenses are respecting their requirements, but I don't understand why this platform which is one of the largest casino in the world and certainly the biggest one incorporated at Curacao is still using the old license system while its contestants are already using the new one. I guess you should be able to report your case to the new Curaçaoan Gambling authority though.

Could you point me in the right direction to where i can submit this report? I am truly devastated by how little Stake wants to solve this. This could have been sorted in minutes if they set up a video call or something like that.

I'm a bit unclear yet about these new regime, so there is a very huge chance my information is wrong, and I welcome corrections, but...

This topic of Curacao with their new gambling license regime was first brought to my attention perhaps around the end of last year or earlier this year, and I didn't pay much attention to it, as at that time, it's still rather vague, so only gave them a quick glance, summarizing that they will implement a new system that will make the old one [the one with four master license holder and their sub-licenses] obsolete once the new system fully take place, that they will gave some grace period for master license holder and sub-licensee to adapt to these new system, etc.

Sometime around this month or one month back, I had a discussion with someone complaining about a case [for different casino, if I am not mistaken, not stake], where they claimed the casino just trying to stall while they applied for their new license. I assumed at that time that they're talking about Anjouan, as many casinos seems to run to Anjouan these days, having both Curacao and Anjouan license, which I assume, was a preparation for Curacao license overhaul.

With this topic being brought back to my attention, and with a quick reading from several pages, to sum it ups, Curacao's Gaming Control Board [GCB] will oversee the transition of the old system to the new one, where every casino and gambling activities, both the B2B and B2C business models, will be directly supervised by one new "master license", the Curacao ministry themselves, under Curacao Gambling Authority [CGA].

For the time being, though, until this new regime fully operational and everything will be supervised by CGA, GCB will handle and ease each parties with the transition. But, a quick glance at GCB tell me that they're not exactly handle mediation.

https://talkimg.com/images/2024/09/21/gEtYI.jpeg

This Curacoan Gaming Control Board will maybe not handle the dispute between the customer and the casino itself, but at least it might ask the master license holder aka Antille Phone why it didn't reply to the customer and didn't manage to handle the dispute.
According to this document Antille Phone master license will expire soon, in 2 months, so it could be an explanation why they don't bother to handle disputes anymore. But the curacaoan authorities should remedy to that.
https://gamingcontrol.spin-cdn.com/media/online_gaming/20240808_07082024_master_license_expiry_date.pdf

Anyway Stake will need  to claim another and more serious license very soon if they want to stay incorporated in Curacaoan islands.
You've forgotten to put the link OP was looking for btw https://www.gamingcontrolcuracao.org/contact

I think, given antillephone will be obsolete in a couple of months, and that [IIRC] by early 2025 as the latest, all of the sub-licesor of the soon-to-be-obsolete master license will be required to acquire their own licensing under GCB [which later will turn into CGA], a better approach will be to tell GCB that stake still have one issues with a player, with a rather large sum of fund involved, and ask GCB to perhaps reconsider granting the license to Stake, given the current situation.

Thank you for your great replies, I will be writing to them this afternoon. Im sorry for being so slow about this, but the amount of money i lost has taken a toll on me.

i've never used stake before but i heard they have great bonuses and stuff, and all the good things lately ... but confiscating funds and closing account without disclosing anything is not something thats uncommon around gambling industry i must say.. i have heard a great share of stories about bookies that are well reputed from bet365 , fanduel all the way to those tendy crypto casinos and trust me, its always either something the user is hiding, winning too much, suspicious aka fixed betting, or just money laundering.. and they love when they catch you doing one of these. But then, there are exceptions.. esp in crypto casinos that holds a very controversial license (curacao) that they might harass you and try their best not to let you withdraw your winnings , considering you didnt do any of the thing mentioned above to break their ToS and you're just a gambling addict being lucky... so if i were you, i'd take this as a lesson, and not to keep enough money to your one of those crypto casino.. and in any case you are a high roller, just use casinos that are available locally or use offline bookies ! i do hope you recover your funds though! good luck!

No, that is uncommon. Reputable gambling platforms [I believe you're quite familiar with at least the big ones here on the forum] will, more likely than not, explain the clauses being breached, either when they first restricted access to the account and the player asked live support or sending an email, or later when they inquired here and the casinos' representative take a look into the matter.

I am not sure from where you got the impression that it's something that not uncommon.