I had a fully verified account at Stake with a balance of $36,494.73 in Solana (SOL). While playing Pragmatic Play Blackjack, I suddenly encountered errors when using the SOL/USD pair. I contacted support, who confirmed I should still be able to play and even encouraged me to continue using EUR instead. Minutes later, my account was disabled without warning, and all withdrawals were blocked.
Support agents (Nikola and Viktor) instructed me to contact
gameplay@stake.com for more information. I have now sent multiple emails but received no reply. My account remains closed, and my funds are still locked.
Key points:
- Account balance: $36,494.73 in Solana
- No bonuses were active
- My account was fully verified
- I have not breached Stake’s Terms & Conditions
- All gameplay was standard Blackjack on Pragmatic Play
Stake has failed to provide an explanation or any form of resolution. I am requesting assistance to recover my funds, which are being unfairly withheld. I am able to provide chat transcripts and screenshots as evidence.
Before I could say anything, have you considered that you don't engaged in any suspicious activities that could have led to this, it may be that you don't even know this by yourself.
Also, since they have already mentioned that you should contact the support agent responsible for this, why not be more patient in waiting to see them react towards your request, since you have contacted them on it already, am sure they must have been running some checks to see or know what is going on before getting back to you.
The only thing I did was deposit Solana from my Binance to Stake, and play blackjack. Literally this. I don't use VPNs, proxies, or anything like this. I am playing on my home network, from a non prohibited jurisdiction. I have absolutely no idea what could be suspicious about this.
It started with me playing Blackjack with SOL/USD. Then I started getting issues where I couldn't open the game. I asked support, they told me this:
The team in charge has finished checking the issue in question and have provided us with the following update regarding this:
The team has let us know that by the provider's decision you would not be able to participate in the game in question in the SOL + USD coin pair, but you would be able to participate in other coin pairs without issues.
This comes as a direct decision of the game provider, and we sadly aren't able to have it appealed.
If there is anything we can do to help, please do not hesitate to let us know.
No idea why, but it seems like Pragmatic did not allow me to play SOL/USD anymore, but BTC/USD, SOL/EUR and any other pair were working. I did not continue playing after this issue with SOL/USD. I went out for a bit, and when I got home, the entire account on Stake.com was banned (not game provider), and withdrawals disabled.
I don't know how to attach images, but I can show the screenshots of the chat transcript.