Stake Casino - Igrački nalog je zatvoren.

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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.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that the casino hasn't approved your documents yet?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I play both casino and sports betting on this platform. Since October, I have uploaded my ID documents with selfie hundreds of times, but they keep rejecting them without giving any reason. These are the exact same documents they verified and accepted when I first created my Stake account. I don't understand why they are being rejected now.

​I also sent a selfie holding the documents, but it was still rejected without an explanation. 

Please note that I have never taken any bonuses I only used my own funds to play. They have been holding my funds for 90 days now, and I feel harassed by this process. 

my documents again rejected i cant withdraw my funds please help me sir casino guru please ask stake what is their problem why they keep rejecting my documents since 90 days this is the same document they accepted when i created my stake account then what is their problem now in accepting the same document? please help me sir

my id is verified successfully and my wallet shows withdrawal only mode but when i click withdrawal its lock Stake has locked wallet for withdrawal even after verification done. this is very frustrating

Thank you very much for your reply, skud54. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I'm sending you all ny emails with them since last 90 days since October they keep rejecting my documents and keep harassing me even after my level 2 verified they still lock my wallet and nit letting me withdrawal my own funds

Some more proof they are trying hard to run away with my funds now even after my level 2 documents verified they still lock ny wallet and not letting me withdrawal

Dear skud54,

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, Peter (peter.c@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,

Kristina

Hello there,

Thank you skud54 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Stake Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

Dear skud54,

As previously communicated by our Support team, your account has been temporarily restricted due to indications of a potential breach of 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 suspended, which is why the withdrawal option is currently unavailable. For further details, please refer to our Terms of Service:

https://stake.com/policies/terms

A verification link was sent to you on three separate occasions, specifically on January 6, 9, and 13. All emails were confirmed as opened, however, the verification process was not completed. Therefore, a new verification email was sent yesterday and is currently the only valid link. Please note that each verification link is valid for 7 days and must be completed in order for the account review process to proceed.

Please be advised that this step is mandatory and failure to do so may result in a permanent restriction of your account.

Once the verification results are received, we will provide you with an update regarding the next steps in the review of your account.

We appreciate your attention and cooperation in this matter.

Dear Peter,

We have sent you a message regarding this case.

Kind regards,

Thank you for your update, Stake Casino representative.

Dear skud54, before we proceed with resolving your case, we kindly ask that you complete the KYC verification process. Please understand that KYC is a crucial step that ensures funds are allocated to the rightful owner. Since casinos are unable to physically verify the identities of all players, this process is essential for confirming your identity through the necessary documentation. All licensed casinos treat KYC with the utmost seriousness, and it may take several working days to complete this thorough procedure. Once you have finished the verification, we kindly request that you update us in this thread. Thank you in advance for your cooperation!

How many time I have to repeat the same thing I have not received any link on my email

I have NOT received the verification link you claim to have sent. I have checked my Inbox, Spam, Junk, and Trash folders repeatedly. There is nothing there. Tell me what should I do?

Dear Peter,

We have sent you another message regarding this case.

Kind regards,

i found the yesterday night i got i will be uploading my documents on that link

@STAKE

I HAVE UPLOADED MY DRIVING LICENSE ON THAT LINK PLEASE CHECK AND RESPOND ME

After finally receiving the link and submitting my documents Stake has rejected my verification and is now demanding a PASSPORT.

I want to be clear that I do not possess a passport.

I am a citizen of India residing in India. I have valid government-issued identification, specifically:

National ID (Aadhaar Card)

Driving License

I have already submitted these valid documents. Stake is refusing to accept them and is insisting only on a Passport. Demanding a passport that I do not own while ignoring my valid Government IDs is an unreasonable barrier effectively designed to confiscate my Funds since last 6 months they are playing with me

Thank you for the update skud54.

Dear Stake Casino representative, Could you please clarify why a passport is specifically required in this case? A passport is not a mandatory document for all individuals to possess, and it is uncommon for someone to obtain one solely for the purpose of account verification.

Given this, we would appreciate a detailed explanation as to why alternative forms of identification would not be considered sufficient in this instance.

Thank you in advance for your clarification.

Dear Peter,

We have sent you an email.

Kind regards,

Thank you for providing me with the information Stake Casino representative.

Dear skud54, the casino has provided me with evidence that you have submitted misleading information for the purposes of verification. This constitutes a violation of the KYC regulatory requirements and policies. I advise against such activity as it can lead to similar situations in the future. With all in mind, we will be rejecting your complaint. Thank you for your understanding.

Kind regards,

Peter