Stake Casino - Pelaajan tili suljetaan ja varat takavarikoidaan.

Hi, I was requested by the casino to complete level 3 and level 4 verification. I provided the documents for KYC perfectly but they rejected them several times for no reason, then they confirmed level 3 and when I did level 4 for the last time they banned the account.

They told me that I tried too many times and now they will withhold my funds as I can no longer verify myself, which is totally illegitimate. I am asking for your help because they are voluntarily taking money from me, as the documents I have in my possession are all official and as requested by them.

They are withholding 25000 USDT.

Translated with DeepL.com (free version)

Hello Us19rbis,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stake Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Dear Us19rbis,

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.

Dear Nick,

Thank you for your response. I appreciate your assistance in this matter.

The verification process has been ongoing since January 28. I have successfully provided and had the following documents approved:

Identity Card

Proof of Address

Photo of myself holding the document (selfie verification)

Proof of Residence (official letter from my bank)

The only remaining requirement was the Proof of Source of Funds at Level 5, which I submitted in a detailed and accurate manner. However, despite complying fully with all requested documentation, my submission was deliberately rejected. As a result, I am now unable to complete my verification, and I have been informed that my account has been permanently banned.

The last time I spoke with the casino was on February 3, when they confirmed that I can no longer verify my account. This situation seems entirely unreasonable and potentially unlawful, as they are refusing to return my funds.

I sincerely hope you can assist me in resolving this matter.

Best Regards

Dear Us19rbis,

Would it be possible to forward the communication between you and the casino related to this case and the documents which was rejected by the casino to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

hello. i just sent everything you asked me trough email.

regards

Dear Us19rbis,

Can you please clarify from which e-mail address did you send it as I could not locate any from the one you use here?

Regards,

Nick

hi Nick from this email wmi****@gmail.com

Thank you Us19rbis for all the information provided. As we need further clarification from the casino, I will be forwarding your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on,

Wish you best luck resolving it.

Regards,

Nick

ok thank you so much! i will be waiting for your update. thanks

Hello, Us19rbis,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. However, in the meantime, please clarify one important thing.

I can see your documents have "ilovepdf_merged" in their names, which indicates they were edited. Can you explain in more detail what exactly was changed in these documents? I am afraid that it could have caused the main problem. Players are obliged to provide online casinos only with original and official documents. No editing of documents is allowed.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Stake Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Has his balance been confiscated?

What needs to be done on the user's side to pass the KYC and/or withdraw his balance if he has the required documents available?

If it is more convenient for you, feel free to send the necessary details and/or supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hi Branislav as you can see stake.com does not answer because they literally commited something wrong.

i sent you an email with your question, but i will reply here too. the PDF files are MERGED because the support team of stake told me to merge the files to attach mored PDFs in only 1 document.

let me know when we got the resolution because this situation is literally creazy and against the law, thank you very much for your support.

regards

Dear Branislav, 

We would like to inform you that the complainant was notified a month ago that their account was permanently restricted due to a failure to meet verification standards, which constitutes a breach of our Terms and Conditions.

Additionally, we have sent you an email with further details regarding this case.

Kind regards,  

Dear Us19rbis,

Yes, this situation is literally crazy and against the law. I only do not understand how, under all the given circumstances, you could expect our help.

Anyway, after gathering all the necessary information and details from the casino, we concluded that they were able to support all their claims with sufficient evidence. Therefore, we are closing this complaint as unjustified due to breaching the casino's terms and conditions in several ways - failed KYC/providing edited documents during the verification process and reasonable grounds to believe there was more than 1 account you registered and used at the casino. Based on the data provided, it would probably be not be possible to prove something else.

The casino acted correctly and in accordance with the terms and conditions you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR if the casino states any on its website.

Thank you very much, Stake Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru