Stake Casino - Dobici igrača su konfiskovani zbog odložene verifikacije.

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 thorice123, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and 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, 

Attila

I would also like to kindly remind you to remain patient during this process and to avoid gambling with any available funds in your account - if the balance is lost through gameplay, we may no longer be able to assist you.

Hi Attila

Yes I have sent verification for level 3 and 4 of their accepted documents in the form of a proof of address (private tenancy agreement) and proof of deposit (gifted deposit letter), I last sent the casino these 1 week ago in the correct format.

I have sent them to you at CG when I instigated my complaint, I have attached them again here.

Thanks

As you can see, as per the casino terms the level 3 and 4 accepted docs I have sent

Dear thorice123, Thank you for your response. Could you please forward the documents you have previously submitted for verification purposes? You can reach me via email at attila.g@casino.guru. Additionally, could you please let me know if there are any documents that you have submitted that are currently pending approval?

Thank you for your patience and cooperation.

Hi Attila, I have just sent the ID to you.

I am on chat to the casino currently, they are now saying LEVEL 3 ID cannot be accepted, and it needs to be an alternate proof of address like a utility bill, all my bills are online, I cannot produce this, my question remains the same, a PRIVATE TENANCY AGREEMENT is an ACCEPTED proof of deposit option within their own terms and conditions, of which I have already highlighted for you.

For LEVEL 4 ID they are now saying they can accept the GIFTED DEPOSIT LETTER, but are saying that it cannot be in digital format, thats how i received it, its 2026...why does it have been hand written on a piece of paper, times have moved on.

Dear thorice123,

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, Jean (jean.s@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

Hi CG

who are these contacts you have referred me to at CG, they do not respond to my emails asking for an update ?

Hello thorice123,

My name is Jean and I will be assisting you with your case. I read your email this morning but was caught up in other matters. I do hope that together we will come to a successful resolution so you can withdraw your winnings.

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? Thank you in advance.

Respectfully,

Jean

Have the casino replied ?

Dear Jean and thorice123,

Firstly, we would like to note that the complainant has been informed of the verification outcome and the required documents on multiple occasions. Their most recent submission was made over 20 days ago and was rejected as the documents provided did not meet the verification requirements. Specifically, for Level 2 verification, the date written on the paper in the submitted selfie was not current. For Levels 3 and 4, the complainant submitted documents in digital format, which cannot be accepted as valid documentation. Since the most recent rejection, no further documents have been submitted.

To proceed with the review, the user is required to complete all verification steps up to Level 4 by submitting the following:

Level 2: A clear selfie holding their valid identification document (front and back) together with a piece of paper with their username and the current date of submission written on it.

Level 3: One of the acceptable, valid documents listed below.

• Utility bills (e.g. electricity, gas, water, Internet, and TV bills) for the last three months and payment proof for each bill
• Council tax, municipality bill, or government tax letter
• An official letter from their employer or educational institution confirming the user's address
• Tenancy agreement letter
• Bank reference letter

Level 4: One of the acceptable, valid documents listed below.

• Payslips and a bank statement for the last three months. Please ensure the salary figures on the payslips match the transactions in the bank statement.
• Tax Returns: Must include the taxpayer's name, social security number, and adjusted gross income. It must also show a history of consistent and increasing income.
• Investment Statements: Must include the customer's name, account number, and brokerage firm's name and address. It must also show the value of the investments and any dividends or interest earned.
• Gifts: Must include a written statement from the donor stating the amount of the gift, the date of the gift, and the relationship between the donor and the recipient.
• Inheritance: Must include a copy of the will or trust document and a death certificate.
• Real Estate: Must include a copy of the deed or title and a property tax bill.
• Business Income: Must include copies of business licenses, tax returns, and financial statements.
• Lottery Winnings: Must include a receipt of winnings and documentation such as a bank statement showing the origin of the funds initially deposited.
• Company Sales: Must include a letter detailing the company sale signed by a licensed solicitor or regulated accountant on letter-headed paper.
• Divorce settlements: Must include a divorce settlement agreement and a bank statement clearly showing receipt of funds.
• Loans: Must include an executed copy of the loan agreement and a bank statement showing the received funds, along with the current balance
• Mining: Must include a ledger of the amount of cryptocurrency mined, as well as a wallet address and transaction hash to which the mined cryptocurrency was delivered

Please note that original documents are required, which must be manually signed and stamped by the person who issued the document or notarised, depending on the type of document, and submitted as original photographs. We do not accept photocopied or scanned documents, nor documents in digital format. We request that all necessary documents for levels 3 and 4 be compiled into a single, unlocked PDF file.

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

We appreciate your understanding and cooperation.

Kind regards,

Hello

I need urgent clarification on this ;

Please note that original documents are required, which must be manually signed and stamped by the person who issued the document or notarised, depending on the type of document

I was going around in circles with your support staff a few days ago, I have sent you a PRIVATE TENANCY AGREEMENT and a GIFTED DEPOSIT LETTER, I can arrange this to be in non digital format and have it signed by the landlord and the person gifting the deposit, but they will not obviously stamp anything. your support staff are saying the ID will be rejected if not stamped, so I need clarification ???

You are surely not saying I need these documents notarised as well are you ? you state dependant on the document as well, it is not very clear can you clarify ??

In short, if I send you a SELFIE WITH TODAYS DATE / TENANCY AGREEMENT non digital signed by the issuer and GIFTED DEPOSIT LETTER non digital signed by the issuer, will the level 2 / 3 and 4 be verified ??

Thanks

Dear thorice123,

We would like to note that your last submission for Level 2 verification was 30 days ago, and no additional documents have been uploaded since that time.

As previously communicated, for level 2 verification, please upload a clear selfie holding your valid identification document (front and back) together with a piece of paper with your username and the current date of submission written on it.

For levels 3 and 4 verification, if you choose to submit a tenancy agreement and gift documents, please ensure that the documents are manually signed and stamped by the person who issued the document. If obtaining a stamp is not possible, the documents must be notarised by a public notary. Kindly note that all documents must be original and include all required information as outlined in our previous correspondence.

At this time, we have not received any new documents from you. To proceed with the review process, please upload the required documents at your earliest convenience.

Kind regards,

Hello thorice123,

Where you able to send the documents to the casino? Please give us an update. Thank you.

Hello Everyone,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint. The player can reopen this complaint at any time.

Best Regards,

Jean

We’ve reopened this complaint at the request of thorice123. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello

I have requested my complaint be reopened temporarily, just for some clarification on a requested document I need to send that has to be stamped, I have contacted the casino directly what they would expect to see on the stamp via chat support and email , they have not responded.

When I get a response from stake via your forum on the threads it seems to be quite informative, so I was seeing if you could reopen this temporarily and I will produce what that they need.

In short they have said the gifter of the deposit and the landlord for the tenancy agreement can stamp the paperwork, what would they expect to see on the stamp and I will get it done (these are just regular people) ?

thanks

Dear Stake Casino Team,

The player is ready to resubmit their tenancy agreement and gifted deposit letter in non-digital form, both signed by the issuers. However, since these issuers are private individuals, they do not possess official institutional stamps. Your previous message stated that such documents must be "manually signed and stamped," or notarised if stamping is not possible, but no clarification has been provided regarding what type of stamp is acceptable for private individuals.

To avoid further rejections, could you please clearly specify what you consider an acceptable stamp in this situation? Alternatively, please confirm whether notarisation is the only viable option. Clear guidance will allow the player to comply properly and proceed with verification.

Dear Jean,

To provide full clarity on this case and address your concerns, we would like to outline the standard verification requirements for private legal documents.

For documents involving private individuals—such as Tenancy Agreements or Deeds of Gift—our compliance standards require that they be publicly notarized and stamped by a competent authority. This step is essential to certify the document's legitimacy and the signatures of all parties involved.

Upon reviewing the previously submitted files, we noted they lacked this necessary certification, as well as the supporting financial records required to validate the transactions. Specifically, when a Deed of Gift or Tenancy Agreement is used as proof of wealth or address, it must be accompanied by bank statements that clearly show the gift being received or the rent being paid.

Regrettably, the documentation provided to date does not yet meet these regulatory standards. We hope this explanation clarifies the necessary steps for a successful verification.

Kind regards,

I would like to raise a concern regarding the constantly changing verification requirements from the casino.

Each time I provide the requested documents, new conditions are added. Initially, I was told documents such as my tenancy agreement and deed of gifted deposit could be either signed and stamped or notarized. I have now been informed they must be notarized, along with additional bank statements showing the rent payments and receipt of the gifted funds—requirements that were not previously mentioned.

This ongoing escalation is making the process unreasonable and unnecessarily costly, particularly as notarization was not originally mandatory.

Could you please clarify with the casino exactly what forms of proof of wealth/source of funds they will accept that do not require notarization, and confirm a clear, final list of requirements so I can comply without further delays or unexpected changes?

In addition to this, I must thank you (CG) for your patience in this matter, as you have reopened this case several times now, but you must agree the operator is acting in a very unhelpful manner.

One last thing....when the operator responds on here, it seems to be very concise and to the point, albeit the response arrives some 7 days later, something I get lacking from the chat support staff....would it be possible to reach out directly to the contact that responds on here, do you have the details, as this is becoming very time consuming for all involved.

Regards

Hello thorice123,

To help us move forward with your mediation, I need to establish a clear timeline of your relationship with Stake Casino. This data helps us determine if the current verification demands are consistent with their previous treatment of your account.

Could you please provide the following details?

• Account Creation: The approximate date you registered your Stake Casino account.
• Initial Activity: The date and amount of your very first deposit.
• Total Investment: The total amount of deposits made over the lifetime of the account.
• Payment Method: What specific payment method did you use for your deposits?
• Withdrawal History: Have you successfully withdrawn funds in the past? If so, please provide the dates and amounts.
• Previous KYC Milestones: Have you successfully passed Level 1 or Level 2 KYC in the past? If you have confirmation of when these were approved, please share those dates.

Establishing when you passed lower KYC levels is vital, as it highlights exactly when the casino’s requirements shifted to the more rigorous Level 3 and 4 demands.

Hello thorice123,

Thank you for sharing all these details, and I’m really sorry for how frustrating and exhausting this process has become for you. I understand how difficult it is when requirements seem to shift and when you’ve already made every effort to cooperate.

That said, completing KYC remains absolutely essential for any casino to release funds — they are legally obligated to verify both identity and source of funds before processing withdrawals. Even when the process feels unreasonable, the only way forward is to follow the operator’s instructions exactly as they request them.

At this point, the casino has clearly stated that the documents must be submitted in their required format — including notarisation where necessary — for verification to move forward. I truly understand this adds extra steps, but providing the documents exactly as specified is the quickest way to resolve the situation and prevent any further delays or rejections.

Please take a moment to gather everything the casino has outlined and submit it through your Stake verification page. Once the documents are uploaded in the required form, please update us in the complaint thread.

Hi

I will opt for getting an alternate proof of address and source of wealth doc, as they seemingly only need notarised ID when it involves documents surrounding private individuals.

So I will give them some bank statements etc, notarised ID is just to expensive here.

Once I send the docs I will let you know, I would appreciate it if you can leave this post open, as I expect them to still play hardball.

Thanks

Yes, sending an alternative proof of address and supporting financial records should be acceptable. Please send the documents to my email as well.

OK i wi;; send alternate POA

Dear thorice123,

Please give an update of your progress.

• Have you send the new documents to the casino?
• What was their response?
• Please send the documents and any relevant communication from the casino to my email at jean.s@casino.guru.