Stake Casino - Pelaajan kotiutus viivästyy asiakirjan hylkäämisen vuoksi.

I registered 10 days ago, played, managed to win, and out of nowhere they restricted my account asking me for many documents.

I sent my ID card, it was accepted and approved.

I sent a selfie with a paper with the date of the photo, it was accepted and approved.

but at level 3-4 where they ask for documents to prove my home address, I have sent more than 4 different documents and they reject them all, they invent absurd reasons like the document cannot be verified and ask for another one, then the same thing and they are like that all the time, in the end I used up all the documents I have in my name and I only have those 4 that I uploaded.

I have no way to withdraw my money, I also uploaded my payroll and bank statements for the last 3 months, which are also always rejected.

This casino is a robbery, their excuse for keeping the money is the constant rejection of documents, please help me.

me registre hace 10 dias atras, juge, logre ganar y de la nada me restringen mi cuenta pidiendome muchos documentos

envie mi cedula, fue aceptada aprobada

envie una selfie con un papel con la fecha del dia de la foto, fue aceptada y aprobada

pero en el nivel 3-4 donde piden documentos para acreditar mi direccion de domicilio, he enviado mas de 4 documentos diferentes y todos los rechazan, inventan razones absurdas como que el documento no se puede verificar y piden otro, luego lo mismo y asi estan todo el tiempo, al final agote todos los documentos que tengo a mi nombre y no me quedan mas que esos 4 que subi

no tengo como retirar mi dinero, tambien subi mis liquidaciones de sueldo y mis extractos bancarios de mis 3 ultimos meses, tambien rechazados siempre

esta casino es un robo, su excusa para quedarse con el dinero es el rechazo siempre de los documentos, solicito ayuda porfavor

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided to verify your home address?
• Have you provided all the required documents in the correct format?

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

Best regards,

Kristina

I sent the last 3 bills for my home water bill to my name.

I also sent the electricity bill for my home in my name, the last 3 bills.

and I have sent a bank statement which also shows my address.

All of them were rejected by arbitration, without even reviewing them, because they took a minute and were rejected. All in PDF format.

envie la cuenta de agua de mi domicilio a mi nombre las 3 ultimas facturas

tambien envie la cuenta de luz de mi domicilio a mi nombre las 3 ultimas facturas

y he enviado un extracto bancario donde aparece tambien mi direccion.

todas fueron rechazadas de manera arbitral, sin siquiera revisarlas, por que tardaban 1 minuto y rechazaban. todas en formato pdf

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello josemilece04,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Stake Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Thank you very much. I clearly see that stake.com is making it difficult for me to withdraw my money. I sent a selfie and it was approved. I sent both sides of my photo and it was also approved. However, when I send documents to verify my address, they always reject my request.

If you want, you can send me a letter with a code to my address and verify that my account is real and everything, and you're not playing tricks to avoid paying me my money. Bet365.com does it that way, they send you a code to your address.

muchas gracias, aqui claramente veo que stake.com pone trabas para yo poder retirar mi dinero, he enviado la foto con selfie y fue aprobada, envie mi foto por ambos lados tambien aprobada, y cuando envio documentos para verificar mi dinero de domicilio, todo el tiempo rechazan.

si quieren me pueden enviar una carta con un codigo a mi domicilio y comprueban de una vez que mi cuenta es real y todo y no se andan con engaños para no pagarme mi dinero, bet365.com lo hace de esa forma, te envian un codigo a tu domicilio

Dear josemilece04,

We completely understand your concerns regarding the requested documentation and wish to assure you that our top priority is maintaining a secure and fully compliant environment for all users.

As previously communicated, your Level 3 verification was unfortunately rejected 12 days ago, and no additional documents have been submitted since. After consulting with the relevant team, it was noted that there were concerns about the validity of the documents provided. Furthermore, these particularities were brought to your attention both at the time of the initial rejection and again five days ago, when our team reached out to offer further assistance. Unfortunately, you responded by rejecting our help and refusing to proceed with the verification process. Please note that your continued refusal to comply with our request will result in your account remaining restricted.

To possibly resolve this, for level 3, we kindly ask that you submit a utility bill issued within the past three months (showing your full name, address and bill details), along with proof of payment for that utility bill for each month.

Alternatively, you may submit one of the following documents (signed and stamped):

Council tax bill

Municipality bill or government-issued tax letter

Social insurance statement

Official letter from your employer or educational institution confirming your address

Tenancy agreement

Bank reference letter

For Level 4 verification, an authenticated and signed annual income tax statement issued more than six months ago is required.

Once these documents are uploaded in accordance with the requirements, our team will promptly review them to expedite the verification of your account.

Please ensure that all submissions are original photos or unlocked PDFs of the full document—screenshots or digitally altered files cannot be accepted.

We sincerely appreciate your cooperation and prompt attention to this matter and remain available to assist you through every step of the process.

Kind regards,

Dear josemilece04,

In order to proceed with this case, I would like to ask you to upload the requested documents.

Thank you in advance for your cooperation.

Best regards,

Attila G.

Attila and Stake, I have uploaded the documents more than 15 times, they are always rejected. In fact, in the long conversation I sent you, all the attempts I made clearly appear.

I uploaded my water, internet, electricity, and cable bills, and they were all rejected.

Then I explained to them that I have no more documents in my name, I have already used up all the ones I had.

What do I do? Check my uploaded document history. I've already used up all the ones I had to upload. In the end, this page always makes the excuse that they don't have a way to authenticate the document.

is that my fault?

Also, they don't want to let me withdraw 8000usd just to verify my address?

Send a letter with a code to my address and that's it, just like bet365.com does and my address is verified.

attila y stake, he subido los documentos mas de 15 veces, siempre son rechazados, de hecho en la conversacion larga que les hice llegar, aparece claramente todos los intentos que hice

subi factura de agua, internet, luz, cable y todos rechazados

luego les explique que no me quedan mas documentos a mi nombre, ya agote todos los que tenia.

que hago ? revisen mi historial de documentos subidos, ya agote todos los que tenia por subir. al final esta pagina siempre se excusa que no tienen como autentificar el documento.

es mi culpa eso ?

ademas, no me quieren dejar retirar 8000usd solo por verificar mi direccion ?

envien una carta con codigo a mi direccion y listo, asi tal cual lo hace bet365.com y ahi queda verificado mi domicilio.

Dear Stake Casino,

We understand that KYC is a very important and essential process. However, in order to proceed with this case, we would like to ask you to clarify the reason for rejecting the documents submitted by the player. Furthermore, could you please suggest a way of proceeding with the verification process, considering that the player has already submitted all the documents at his disposal?

Thank you in advance for your cooperation.

Best regards,

Attila G.

Dear Attila,

The user has been informed that their account has been permanently restricted, in accordance with Clause 4.19 of our Terms of Service.

In addition, we have already sent you an email containing all relevant information and supporting details regarding this case.

Should you require any further clarification or additional documentation, please do not hesitate to contact us. We remain at your disposal for any further assistance you may need.

Kind regards,

They've only sent me an email informing me that my account has been closed and my money confiscated, with no right to withdraw it, even though I presented all the original documents.

taking the selfie with the app they sent.

This page is a scam, a real rip-off.

Please, if you can approve my negative rating that I left so that other users are aware of not operating on this website.

You have already seen the case, and you can see the robbery that has just been committed against me.

solo me han enviado un correo indicandome que mi cuenta fue cerrada y confiscado mi dinero sin derecho a poder retirarlo. aun presentando todos los documentos originales.

tomandome la foto selfie con la aplicacon que ellos enviaron.

esta pagina es una estafa, un verdadero robo

favor si pueden aprobar mi calificacion negativa que deje para que otros usuarios esten alerta de no operar en este sitio web.

ya ustedes vieron el caso, y pueden darse cuenta el robo que me acaban de hacer

By the way, I still don't know the reason why they closed my account, I think it was just because I won.

So, do I have to lose to continue participating?

and I haven't received any email telling me the reasons, in addition to losing the money I earned, they also stole the money I deposited, which is more than 3000 USD, they are stealing everything from me.

Can you guide me on how to proceed with a larger request please? I really won't rest easy. In this forum, I've seen many other users with similar cases to mine where they request documents and reject them, and then they keep the money from your account.

I want to file a large lawsuit against this company.

por cierto, aun no se la razon por la cual han cerrado mi cuenta, solo por que gane creo que fue.

entonces, debo perder para seguir participando ?.

y no he recibido ningun correo indicandome los motivos, ademas de perder el dinero que gane, tambien me robaron el dinero que deposite que son mas de 3000usd, me estan robando todo.

me pueden orientar para seguir con una demanda mas grande por favor, de verdad no me quedare tranquilo, en este foro vi muchos otroso usuarios con casos similares al mio donde stake solicita documentos y los rechaza y luego se quedan con el dinero de tu cuenta.

quiero colocar una demanda grande a esta empresa

Dear josemilece04,

I can confirm I have received the casino's mail, along with the corresponding evidence.

After reviewing all available information and the casino’s explanation, we must conclude that the casino’s decision appears justified.

We have reasonable grounds to believe that you were engaging in manipulation of the documents, that is why we are unable to provide you support in this case. Please note, that without satisfying casino's verification requirements, it is not possible to successfully withdraw money from any online casino.

If you disagree with our decision, feel free to contact the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila G.