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Subject: Stake.com refuses to verify my account despite providing all available documents (€3,100 locked)

Dear Casino Guru

I am asking for your assistance because Stake.com has been refusing to verify my account despite the fact that I have fully cooperated and submitted every document that I am able to obtain.

My account currently has approximately €3,100 locked, and I cannot withdraw my funds.

PROOF OF ADDRESS

I have submitted multiple different documents, but every single one has been rejected for a different reason.

The documents I submitted include:

- Internet bill showing my address (rejected because they claimed it was a telephone bill).

- Bank statement from my ZEN account showing my full name and address (rejected).

- Bank statement from another bank showing my full name and address (rejected).

- An official government-issued document downloaded from the Croatian e-Građani portal with an official stamp showing my address (rejected).

- Account Ownership Certificate issued by my financial institution ZEN (rejected).

Every time I submit a document, Stake asks for something different instead of clearly explaining what would actually be accepted.

SOURCE OF FUNDS

When completing the verification, I honestly declared that I am currently unemployed. I only work seasonal jobs, and I have not been employed for over six months.

Because I do not have a job, I do not have payslips for the last three months.

I explained this to Stake more than 30 times through live chat and email.

My bank statements clearly show my incoming transactions. These transfers come from my family and friends, which I also explained to Stake several times.

Despite knowing that I am unemployed, Stake continues demanding payslips that simply do not exist.

BANK REFERENCE LETTER

Stake also requested a Bank Reference Letter.

I contacted my financial institution (ZEN) and asked them for this document.

ZEN officially informed me that they do not issue Bank Reference Letters because they are not a traditional bank. Instead, they issue an Account Ownership Certificate, which I submitted to Stake.

Even after explaining this and providing the official certificate issued by ZEN, Stake still refused it and continued requesting a document that my financial institution cannot issue.

MY CONCERN

It feels like every time I provide the requested documents, Stake changes the requirements and asks for something else.

I have now submitted at least six different documents for Proof of Address and several documents for Source of Funds.

Instead of offering an alternative verification method, they keep requesting documents that either do not exist or cannot be issued in my situation.

I am fully willing to cooperate and provide any legitimate documentation that actually exists.

I can also provide Casino Guru with screenshots of my conversations with Stake support, emails, my communication with ZEN regarding the Bank Reference Letter, and all documents that I have already submitted.

I kindly ask Casino Guru to contact Stake.com and help resolve this matter so that my account can finally be verified and I can withdraw my funds.

Thank you very much for your time and assistance.

Kind regards,

[Redacted]

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Stay safe.

Dear campi91,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Are there any documents in your account that are currently pending verification? If so, have you received any communication indicating the status of your latest document submission?

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,

Attila

I sent all documents over 6 or 7 times, and each time he refused them and asked for something new. For example, for proof of address, I sent two different bank statements from official banks where my name, last name, transactions in the last 6 months, and so on, were visible. Then I sent official government proof of address from my country, but he refused it again and asked for something else. I sent official bank account proof of ownership, and he refused that too. It looks like he doesn't want to withdraw my money, and he keeps sending me the same message every time I upload something.I can send my documents to you and you can check.I send different 6 proof of adress and he again and again say something new.

Every bookie or any institution accept my documents only stake refuse and make problems.When upload one document he said and ask others .And on this way I go in circle last 3 weeks.Can got help I can send my documents to you and you can simple check I have 5 different documents with proof of adress --> official documents from my goverment and banks!

Hello campi91,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Thank you for your update.

I would like to let you know that I have all the necessary documents ready at any time. I can provide three different bank statements, proof of address issued by the government, proof of address issued by my bank, as well as an official bank account ownership certificate, which also clearly shows my address.

Therefore, there is no issue with providing any documents that may be required at any point during this process.

I will wait for your response and hope this matter can be resolved as soon as possible.Take your time ,no problem I wait

Kind regards,

campi91

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

I send all my private data and all my documents in pdf to your email.You can check all and see.

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,

Attila

Dear campi91,

My name is Jana, and I will be assisting you with resolving your complaint from now on. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and do my best to help resolve this matter as soon as possible.

I would now like to invite the Stake Casino representative to join the conversation and cooperate in resolving this complaint.

Dear Casino Representative,

Could you please clarify the reason for the delay in processing the player’s withdrawal request and provide any relevant information regarding the current status of the payment?

Thank you in advance for your cooperation and for providing the requested information.

Best regards,

Jana