Stake Casino - Pelaajan tili on suljettu vahvistusyritysten jälkeen.

I am a major influencer and Stake player and have been using Stake since 2022. I have Platinum 3 level, and for the past 4 years I have used the Stake platform practically every day. During these 4 years of playing, I have never had any problems. On July 19, my account was temporarily blocked and the operator asked me to go through the verification procedure. Before that, I had already passed the first and second levels of verification. I completed the first level of verification again at Stake’s request, took a selfie holding a piece of paper with the date and my Stake username written on it. The support service also asked me to complete verification through a third-party service (Veriif). I successfully completed this as well.

The real nightmare and problem started at Level 3, where I had to verify my address. I provided a bank statement from my bank account, which was accepted for absolutely every verification on other services. I even used this same statement when applying for an Australian visa. Stake rejected this statement and asked me to provide a reference letter from my bank. I requested this letter from my bank and provided it. Stake also rejected this letter and asked me to provide utility bills and proof of payment for the last 3 months.

But the problem is that the utility bills for the apartment where I am registered are issued in my mother’s name. She pays them from her own bank account. I explained this to Stake, but they kept giving me the exact same response: that I could try uploading other documents.

I contacted the utility company and asked them to provide an official letter with a stamp and signature confirming that I am registered at this address. Just in case, I also had this document notarized to confirm its authenticity. If a document is notarized, it is 100% authentic.

It took me a very long time to obtain this document because I was in another country with my family. Today, before uploading the document, I decided to contact Stake support and clarify whether I could attach this document. I specifically asked because I had seen hundreds of reviews on various forums and on Twitter saying that Stake can permanently block your account if they do not like the document you provide!

The operator replied that I could upload this certificate because it might be suitable for their colleagues to verify that I live at the same address as my mother. (I am attaching a screenshot of the response.)

I uploaded this document to verify my address, and exactly one minute later I received a notification that my account had been permanently blocked for some kind of violation! Apparently, they did not like this certificate, and now my account is permanently blocked and I cannot withdraw my money!

Even a few weeks ago, I sent a long video to Stake’s email where I showed all of my documents, logged into my banking app and showed my bank statement, where my registered address is clearly displayed. I also showed my Instagram account to prove that I am a major influencer. I even showed my internal passport, which has a separate page with my residential registration, and my address is also listed there! As I mentioned earlier, all of my documents have always been accepted for verification on other services and for obtaining visas to other countries (I travel a lot).

I am asking Stake to release my money, which was not even winnings. This is my own money. After 4 years of playing, my account is significantly in the negative. My close friends also gave me the contact details of Akhil Sarin, who is one of the key people in Stake’s marketing department. I asked him to help me resolve this situation, and he said that he had forwarded this message to the Compliance department.

Stake is not right in this situation, and I am sure that a mistake has been made. I am a major public figure, and providing any false documents or false information is simply not something I would ever do.

I also sent you these documents as an attachment so that you can take a look. The numbers are listed there and you can check the validity of these documents on online resources.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear jayroc,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Did you accumulate your winnings by playing casino games, sports betting, or both?
• Did Casino communicate with you the reason of blocking your account?
• Are there any other documents you might have that could help in verifying your address?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I have been using the Stake platform for 4 years. I played casino games and placed sports bets. The amount currently in my balance is not winnings — the majority of it is my own funds that I deposited into my balance just a few days before the account was blocked.

So, for 4 years I was playing on Stake practically every day, and suddenly my account was blocked.

I contacted Stake by email, and they replied that they did not like my document and that it raised some doubts for them. They claim that I somehow misled them. I can assure you 100% that the document is genuine! I even had it notarized, and this document can be checked in the unified notarial registry. A document certified by a notary is 100% authentic, because the notary verifies all the information and the authenticity of the document itself.

If necessary, I can send this document here and you will be able to verify it in the unified registry. Moreover, I sent them photos of my internal passport, where there is a separate page showing my registered address — and the address is exactly the same! The passport can also be verified for authenticity.

So, do you realize how absurd it sounds when Stake claims that I provided a false document? I sent a bank statement with a stamp — it shows the exact same address. I sent a reference letter from my bank — it shows the exact same address. I sent photos, and in addition, I attached a long video where I am holding my internal passport and showing the page with my registered address. I also obtained an official certificate from the housing and utilities authority confirming that I am actually registered at this address together with my mother!

Moreover, as I mentioned earlier, I am a major influencer in the media space, and I provided Stake with my social media account. They can contact me there to verify my identity.

I am ready to provide any document if Stake considers the documents I have already submitted insufficient. I am even ready to have every single one of these documents notarized!

I would also like to clarify how the authenticity of the document I provided can be verified.

The document was officially certified by a Russian notary and registered in the notarial register. It has a specific registration number, date, and the details of the notary who performed the notarial action.

I understand that Stake may not be able to verify a Russian document directly through a Russian-language website. Therefore, I am fully willing to provide any additional confirmation that would make the verification easier for your team.

If necessary, I can contact the notary directly and obtain an official confirmation of the notarial action, including the registration number and date. I can also provide any additional documents or confirmations required to establish the authenticity of the document.

I want to emphasize that I have nothing to hide and I am willing to cooperate fully with the verification process. My only request is that my documents are reviewed fairly and that my account and funds are not permanently restricted based on an incorrect assumption that an authentic document is fraudulent.

If you tell me exactly what additional verification you require, I will do my best to provide it.

Also in this message, I am attaching the document that I sent to Stake (a certificate from the housing and utilities authority confirming my place of residence), and additionally I am sending a photo of this same document certified by a notary. The full name of the notary and the registry number are indicated there. This can be verified on the website of the Federal Notarial Chamber — notariat.ru.

I am formally disputing your decision to permanently restrict my account and withhold my funds based on the allegation that I intentionally submitted misleading information during the KYC verification process.

Your response states:

"The intentional submission of misleading information constitutes a serious breach of our Terms of Service."

This is a serious allegation. However, your response does not identify a single specific piece of information that you claim was false, misleading, forged, or intentionally misrepresented.

I therefore request that you provide the factual basis for this allegation.

1. THE DOCUMENT I PROVIDED IS AUTHENTIC

The document I submitted was an original official document.

In addition, I had the document officially notarized by a Russian notary. The notarial act was registered in the Russian notarial registry and contains a specific registration number, date, and the details of the notary who performed the notarial act.

The authenticity of the notarial act can therefore be independently verified through the official Russian notarial registry.

If Stake believes that this document is not authentic, I request that you clearly identify:

* what exactly you believe is false;

* which part of the document you believe is inaccurate;

* whether you dispute the authenticity of the document itself;

* whether you dispute the validity of the notarial certification;

* what verification method was used to reach this conclusion; and

* what specific evidence supports your conclusion that I intentionally submitted misleading information.

A general statement that the verification was unsuccessful is not the same as evidence that a customer intentionally provided false information.

2. MY OTHER DOCUMENTS CONFIRM THE SAME ADDRESS

I did not rely on a single document.

I provided multiple independent pieces of evidence confirming the same residential address, including:

* an official bank statement bearing a bank stamp and showing the same address;

* an official Bank Reference Letter showing the same address;

* photographs of my identification documents;

* a lengthy video in which I personally hold my internal passport and show the page containing my registered address;

* an official certificate issued by the relevant housing and коммунal services authority confirming that I am registered at the stated address together with my mother; and

* the original document additionally certified by a Russian notary.

These documents are consistent with each other and point to the same residential address.

This is particularly important because your own Proof of Address requirements state that acceptable documents include bank or credit card statements and Bank Reference Letters. Your published requirements also state that such documents must contain the customer’s full name and address and must be submitted as an original photograph or PDF rather than a screenshot.

I therefore ask you to explain exactly which of these documents you consider misleading and why.

3. THERE IS A FUNDAMENTAL DIFFERENCE BETWEEN "UNABLE TO VERIFY" AND "INTENTIONALLY MISLEADING"

Your response appears to combine two fundamentally different conclusions:

a) that Stake was unable to complete my verification; and

b) that I intentionally submitted misleading information.

The first conclusion does not, by itself, establish the second.

If your verification team was unable to independently verify a Russian document, that does not establish that the document was forged or that I intentionally attempted to mislead Stake.

If there is a specific discrepancy, I am fully prepared to address it.

However, I cannot meaningfully respond to an allegation when Stake refuses to identify what information it considers false.

4. I AM PREPARED TO PROVIDE ADDITIONAL VERIFICATION

I have made every reasonable effort to cooperate with the KYC process.

If your compliance team cannot independently verify Russian documents through the Russian-language notarial registry, I am prepared to provide:

* a certified English translation;

* additional notarized copies;

* additional official certificates;

* the notary’s registration details;

* information necessary to verify the notarial act;

* additional proof of address;

* additional bank documentation;

* a live video verification;

* any other reasonable evidence required to establish my identity and residential address.

I have never refused to cooperate with verification.

5. MY IDENTITY CAN ALSO BE INDEPENDENTLY VERIFIED

As I previously explained, I have a public social-media presence and provided Stake with my social-media account.

I am willing to provide additional information allowing Stake to independently compare my identity, photographs and publicly available information with the information associated with my Stake account.

6. YOUR OWN AML POLICY PROVIDES FOR ENHANCED DUE DILIGENCE

I understand that Stake has obligations relating to KYC, AML and customer due diligence.

I also understand from Stake’s published AML Policy that, where additional risk indicators are identified, Stake may suspend an account and conduct enhanced due diligence, including requesting information concerning the customer’s permanent address, identification document, source of funds and source of wealth.

I have no objection to enhanced due diligence.

On the contrary, I am explicitly requesting the opportunity to complete any additional verification that Stake considers necessary.

What I dispute is the unsupported allegation that I intentionally submitted misleading information.

7. REQUEST FOR THE SPECIFIC BASIS OF THE DECISION

I therefore formally request that Stake provide the following information:

1. Which exact document or piece of information do you allege was false or misleading?

2. What exact statement or data contained in that document do you allege is false?

3. Are you alleging that the document itself is forged?

4. If so, what specific evidence supports that conclusion?

5. Do you dispute the validity of the Russian notarial certification?

6. Was the notarial registration number independently checked?

7. Was the document reviewed manually by a member of the compliance team or solely by an automated/third-party verification provider?

8. If a third-party verification provider was used, what was the nature of the verification failure?

9. Why were the other independent documents confirming the same address insufficient?

10. On what specific factual basis do you conclude that I acted intentionally rather than simply providing a document that your verification system was unable to verify?

11. What specific provision of Clauses 4.19 and 4.21 do you rely upon to permanently withhold my funds?

12. Why is the withholding of my entire remaining balance necessary and proportionate to the alleged KYC issue?

13. What formal appeal, complaint, dispute-resolution or regulatory review mechanism is available to me?

14. REQUEST REGARDING MY FUNDS

Your response states that my account has been permanently restricted and that my associated funds have been withheld.

I therefore require a specific explanation of the contractual and factual basis for withholding my funds.

Please identify:

* the exact clause relied upon;

* the specific conduct that allegedly triggered that clause;

* the evidence supporting that finding; and

* the reason why my remaining balance is being withheld rather than being made available for withdrawal following completion of any necessary compliance review.

I am not asking Stake to disregard its KYC or AML obligations.

I am asking Stake to apply those obligations based on specific evidence and to give me a meaningful opportunity to address any alleged discrepancy.

9. FORMAL REQUEST FOR MANUAL REVIEW

Given the seriousness of the allegation and the fact that my funds are being withheld, I request that this case be escalated to a senior member of the Compliance/KYC department for a manual review.

I specifically request that the review consider the complete body of evidence I have provided rather than relying solely on an automated verification result or an unexplained internal flag.

I remain fully willing to cooperate with any reasonable verification procedure.

However, I strongly dispute the allegation that I intentionally submitted misleading information.

If Stake maintains its position, I request a detailed written explanation identifying the precise factual basis for that conclusion rather than a generic reference to the Terms of Service.

I look forward to receiving a substantive response addressing each of the points above.

I have re-sent all the documents I have attached to Stake from my email address

Dear jayroc,

Thank you very much for providing the additional information.

Could you please confirm the email address you used to send the documents to mey email karla.m@casino.guru? Unfortunately, I am currently unable to locate your email.

Alternatively, you can attach all the relevant documents and evidence directly to this complaint thread.

Thank you very much in advance for your cooperation.

Karla M.