Stake · Brazilian market · 18+
Complaints about Stake: balances, support, and deadlines after the ban
Stake complaints: how to recover balances after the 2026 Brazilian ban, support channels and the response time stated in Colombia.
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If you had a balance on a betting platform after October 5, 2026, the Brasil sem Bets portal advises waiting for automatic refunds by banks between October 9 and 14, 2026. If the amount does not arrive within that window, the guidance is to contact Caixa Econômica Federal starting October 14. Information about support channels and complaint response times varies by jurisdiction, as the Brazilian operation ceased activities while the Colombian one remains regulated by Coljuegos.
Unwithdrawn balances after the shutdown in Brazil
The Brasil sem Bets portal states that, since September 25, 2026, sports betting and online casinos have been prohibited in Brazil. Platforms were required to keep their sites online and allow withdrawals until 23:59 on October 5, 2026. Those who did not withdraw by that date will have their balance automatically refunded by the banks that operated with the platforms, between October 9 and 14, 2026. If the amount does not arrive within that window, the portal's guidance is to contact Caixa Econômica Federal starting October 14. This mechanism deals exclusively with balances that remained on the platforms, and the portal does not detail the handling of withdrawals that were already in transit before the shutdown.
Different jurisdictions, different rules
Support channels indicated by Stake
An archived copy of the Stake Brazil help center (ajuda.stake.bet.br) listed two support channels: live chat and email. There is no public data on the average response time for that operation, and the help center has been inactive since the shutdown. In the Colombian operation, managed by Stake Colombia S.A.S. headquartered in Bogotá, the declared channels are also chat and email. If a withdrawal transfer does not arrive within 72 business hours after confirmation, the Colombian help center advises you to contact support via email or chat. The timeframe refers to internal processing; the time until the money appears in your bank account may vary depending on the payment method and financial institution.
Response times and provider issues
Stake Colombia's terms and conditions state that the company acknowledges receipt of a formal complaint and provides the resolution timeframe, which cannot exceed 15 business days. Stake Colombia S.A.S. operates under Concession Contract C2226 of 2025, expiring on December 29, 2030. We did not find an equivalent documented timeframe for the Brazilian operation. For technical issues with game providers in the Colombian operation, the guidance is that you note the time of the incident, the game name, and the bet ID, and then contact Stake's support. Evolution Gaming, specifically, offers live assistance for errors or disputes in its titles.
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| Item | Brazil | Colombia |
|---|---|---|
| Support channels | Live chat and email (archived copy) | Chat and email |
| Withdrawal processing time | Not documented | Up to 72 business hours |
| Maximum complaint resolution time | Not documented | Up to 15 business days |
| Procedure for game errors | Not documented | Record time, game, and bet ID |
Check the linked bank account
Verify whether your balance was automatically refunded by the bank that operated with the platform. The timeframe set by the Brasil sem Bets portal runs from October 9 to 14, 2026. The refund is handled by the banks themselves, with no request required.
Contact Caixa Econômica Federal
If the amount does not appear in your account by the end of that period, contact Caixa starting October 14, as advised by the Brasil sem Bets portal. The portal does not detail which documents will be required or the procedure at branch offices.