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Subject: Formal Complaint Regarding Unfair Document Rejections and Account Lock

Dear Casino Guru,

I am writing to formally raise a complaint regarding the handling of my account verification and the continued hold on my funds.

My account has been in good standing for a long period, and I believe I have fully complied with all reasonable KYC and verification requests. However, despite submitting genuine documents multiple times, my account remains locked, and my funds are still being held without a clear or consistent explanation.

Below is a brief timeline of events:

1. I created my Stake account approximately two years ago.
2. Shortly after registration, I completed ID verification successfully.
3. At that time, I contacted customer support to ask if any additional documents (such as proof of address) were required. I was clearly told that no further documents were needed and that I could use my account without any issues.
4. Based on this, I continued to use my account for around one and a half years without any problems.
5. On 01/09/2025, my account was suddenly locked by the Security Team, and I was informed that I needed to complete address verification and proof of payment verification. My available balance in the account was immediately put on hold.

Since then, I have cooperated fully and submitted multiple genuine documents, including but not limited to:

1. Bank statements from two different banks (including City Bank and Dutch-Bangla Bank).
2. Official bank reference letters from these banks.
3. A utility bill (electricity bill) in PDF format.

In total, I have provided at least six different types of documents so far. Despite this, every submission has been rejected, and each time I am asked for different or additional documents.

I want to stress the following points:

1. The documents I provided are real, official, and current, issued directly by recognized banks and utility providers.
2. These exact same documents have already been accepted without any problem by multiple regulated forex brokers (3–4 different forex trading accounts) and several other betting platforms, where my accounts are fully verified.
3. Obtaining these bank reference letters and statements required me to visit the bank multiple times over several days (3–4 days), which is not a trivial task.
4. Despite my full cooperation and good faith efforts, Stake continues to reject my documents without a clear, consistent, or reasonable justification, while my funds remain blocked.

This situation is causing me significant stress and inconvenience. It also feels unfair that genuine documents from reputable financial institutions in my country are being repeatedly dismissed, especially when other financial and betting platforms have accepted them for KYC without any issue.

I respectfully request the following:

1. A clear and detailed explanation of why each of my submitted documents was rejected, instead of generic rejection messages.
2. A single, precise checklist of documents that your team will accept for both proof of address and proof of payment, so that I do not have to guess or repeatedly submit new types of documents.
3. An escalation of my case to a senior member of the Security/Compliance team for manual review, considering the full history and the genuine nature of my documents.

A fair and timely resolution, including either:

1. Acceptance of the documents I have already provided and full restoration of my account, or
2. A clear and lawful process to release/withdraw my funds if you decide not to continue our business relationship.

I have always acted in good faith and complied with every request made by Stake. I simply expect to be treated fairly and to have my account and funds handled in a transparent, consistent, and reasonable manner.

Please review my case again as a priority and let me know the exact steps needed to resolve this matter. I am ready to provide any realistic and clearly specified documents that are actually acceptable under your policies, but I cannot continue in an endless loop of rejections without proper justification.

Thank you for your time and understanding. I look forward to your prompt and fair response.

Sincerely,

Parvin B.

Stake Username: [hidden by Casino Guru]

Registered Email: [hidden by Casino Guru]

Country: Bangladesh

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the documents you sent to the casino for verification? My email address is veronika.f@casino.guru.

When was the last time you submitted any documents to the casino for verification, and which documents were they?

Have any of your documents been approved and successfully verified?

Are you able to access your casino account, or has it been blocked due to problems with verification?

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

Best regards

Veronika

Hello Veronika,

Thank you very much for your reply and your willingness to help with my case.

I will forward you, by email, to veronika.f@casino.guru

All the documents that I have already sent to Stake for verification.

These include:

1. Bank statements from Dutch-Bangla Bank
2. Official bank reference letters from Dutch-Bangla Bank
3. A recent electricity bill (utility bill) in my name and at my residential address, with payment proof

1. When was the last time you submitted documents, and which ones were they?

The last time I submitted documents to Stake was on 01/11/2025.

On that occasion, I submitted:

1. Bank statements from Dutch-Bangla Bank
2. Bank reference letters from Dutch-Bangla Bank
3. My electricity bill (proof of address)

Before that, I had also sent similar sets of documents (bank statements, reference letters, and utility bills) several times, as requested by their support and security team.

2. Have any of your documents been approved and successfully verified?

Only my ID verification was approved about two years ago, shortly after I opened the account.

All documents that I have submitted recently for proof of address and proof of payment have been rejected by Stake, even though they are genuine documents issued by my banks and utility provider. None of these newer documents has been accepted so far.

3. Are you able to access your casino account, or has it been blocked due to verification problems?

My account was locked by Stake’s Security Team on 01/09/2025 due to the verification request.

Since then:

1. I can no longer use the account normally.
2. My balance is on hold, and I cannot withdraw my funds.
3. The account is effectively blocked until the verification is completed.

I have been cooperating fully and sending every document they requested, but they keep rejecting them without a clear explanation, while my funds remain frozen.

Every time they ask for alternative proof of address, I don't have any alternative documents without the above document, which I sent to you via email.

Thank you again for taking the time to look into this. I hope that with your assistance, this issue can finally be resolved and my funds can be released.

Best regards,

P. B.

Dear PB03111983

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear PB03111983,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Stake Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear PB03111983,

As previously communicated, your account has been temporarily suspended due to indications that it may have breached our Terms of Service.

In accordance with Clause 4.8 of our Terms, we may request additional Know Your Customer (KYC) documentation at any time. During this review period, both deposits and withdrawals remain paused. This is why the withdrawal option is currently unavailable. For full details, please refer to our Terms of Service: https://stake.com/policies/terms.

To proceed with the review and assess the possibility of lifting these restrictions, we kindly request that you complete all verification steps by submitting the documents listed below.

Level 3

Please submit:

• A utility bill issued within the past three months showing your full name, address, and bill details, and
• Proof of payment for that utility bill for each month.

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

• 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

Level 4

Please upload:

• Bank statements for the last three months, and
• Payslips for the last three months. Please ensure the bank statement clearly shows the corresponding salary deposits reflected on those payslips.

Alternatively, you may submit one of the following sources of income:

• Tax returns
• Gifts
• Inheritance
• Real estate income
• Business income
• Lottery winnings
• Company sale proceeds
• Divorce settlements
• Loans
• Mining income

All documents must be duly signed and authenticated with the official seal of the issuing authority.

For security and efficiency, all documents must be uploaded directly through your Stake.com account via the following link: https://stake.com/settings/verification.

We kindly request that all necessary documents be compiled into a single, unlocked PDF file. Please also note that original documents are required and must be submitted as photographs. We do not accept photocopied or scanned documents, nor documents in digital format.

Kind regards,

I have send my BANK REFERENCE LETTER & BANK STATEMENT again. Please note that I don’t have alternative documents other than this.

Dear Casinoguru,

They rejected my documents again. I send the documents earlier to Veronika email. Why they rejected my REAL documents & hold my deposit fund?

Dear Stake Casino Representative,

We kindly request your confirmation on whether the player’s documents have been received. Furthermore, could you please clarify if any additional documentation is required to complete the account verification process? We would also appreciate an explanation as to why the previously submitted documents were not accepted.

Dear PB03111983 and Jana,

The documents submitted to date could not be approved because they do not contain all the required information.The document provided does not align with the typical features of an officially issued bank record, and the previously submitted version was rejected because it did not show the player's residential address. Additionally, the electricity bill submitted earlier was not issued in the player's name. This information is essential, as Level 3 verification requires valid proof of address.

We understand that this situation may be frustrating. However, to proceed with verification, the player must provide a valid document issued under their own name.

Please also note that for the current restrictions to be reviewed, the player must submit:

Level 3 Verification:

The player must provide a utility bill from the last three (3) months, along with proof of payment for each bill, all under their own name.

Level 4 Verification:

The player must submit payslips and a bank statement covering the last three (3) months. Please ensure the bank statement clearly shows the corresponding salary deposits reflected on the payslips.

We appreciate your cooperation.

Kind regards,

Dear CasinoGuru,

Stake is given misinformation here. The documents I send to stake.com is clearly shown my Address and Name. I send the documents to your email. CasinoGuru Kindly Check it. It's clearly show my Address and Name. I just use highlighter pen and mark my Name and Address.

I just send the bank reference letter here again. the original one. and I just use yellow pen to mark the address and name. please check.

Dear PB03111983,

To date, we have not yet received the documents requested in our previous communication. Please be advised that the submission of these documents is essential for the review of the restrictions currently applied to your account.

Level 3 Requirements:

We kindly request that you submit a utility bill (internet, gas, electricity, or water) along with proof of payment for each bill.

If you do not have a utility bill in your name, please provide an address certificate issued by a notary public, duly signed and stamped, confirming your residential address. Please note that, with this certificate, you may submit utility bills covering up to three months, provided the address matches the one stated in the certificate.

Level 4 Requirements:

Please provide payslips for the last three months, along with a bank statement clearly showing the corresponding salary amounts credited, as indicated on the payslips.

We appreciate your understanding and cooperation. Should you require any further clarification or assistance, please do not hesitate to contact us.

Kind regards,

I have already submit bank reference letter and bank statement but It's rejected and I Don’t have any alternative documents.

Dear PB03111983,

the casino has specified which documents you need to submit in order to verify your account. You can find the details in the message above. Once you have uploaded the required documents, please let me know.

Dear PB03111983,

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.

I am Ridwanur Rahman Dipu, Son of Parvin Begum. Yesterday my mother suicide due to casino loss. I told it to stake. They closed the account and not back my mother's fund.

I am Ridwanur Rahman Dipu, Son of Parvin Begum. Yesterday my mother suicide due to casino loss. I told it to stake. They closed the account and not back my mother's fund.

Dear PB03111983,

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,
Jana
Casino.Guru