Stake Casino - Igrački nalog je zatvoren bez objašnjenja.

I attempted to withdraw the winnings I had made on the platform, and I was informed that I needed to complete a verification process, including a selfie verification, proof of address, and proof of funds.

After successfully passing the selfie verification step, the following verification process became extremely difficult and unreasonable. I submitted every document I had available. I even went personally to my bank to obtain an officially stamped bank reference letter.

Despite providing all the requested documents, they continuously rejected every submission without giving me any clear explanation or specific reason for the rejection. Each time I submitted a document, it was refused without transparency or proper guidance on what was supposedly wrong.

After several days of repeated attempts to comply with their requests, they suddenly blocked my account, claiming that I had violated their terms of service, without providing any evidence or detailed justification.

At the time my account was closed, it contained approximately $30,000.

I believe this treatment was unfair and abusive, especially considering the extensive efforts I made to complete the verification process in good faith.

At some point i uploaded a utility bill proof of adress and the support told me that it was denied cause my bank statement was not valid wich prooves that they were not even looking at the documents i was uploading just rejecting everything

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stake Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you, or justification for account closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas,

1. i was not a player for very long time i actually played 2/3 days straight my account got blocked when i tried to withdraw. Before withdrawing everything was working fine
2. Stake support sent me a message via live support telling me i had to complete the kyc verification
3. I only played slots
4. yes i think it was a deposit bonus it was activated for my first deposit after completing the verification
5. i was trying to complete the proof of adress kyc verification

i provided as much documents as i potentially could i prooved in live verification that i was the owner behind the account

I was not provided with a single reason for my account closure. I uploaded five different proof-of-address documents and resubmitted them nearly 30 times, each time with better lighting and clearer images, yet every single submission was rejected without any explanation or justification. They ultimately decided to close the account.

Dear Lsucna888,

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, Romi (romana.r@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,

Tomas

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Stake Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Stake Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Lsucna888,

As previously communicated by our relevant team, following a detailed review of your account and the Know Your Customer (KYC) documentation submitted, we have determined that the information provided was not genuine.

In accordance with our Terms of Service (Clause 4.7) and our regulatory obligations, all KYC documentation must be authentic, accurate, and verifiable to ensure the integrity and security of our platform.

The submission of manipulated or misleading materials constitutes a serious breach of our Terms of Service. As a result, and in line with Clauses 4.19 and 4.21, your account has been permanently restricted and the associated funds have been withheld.

We appreciate your understanding of the importance of complying with these requirements in maintaining a secure environment for all users.

Dear Romi,

We have sent you an email with further explanation regarding this case.

Kind regards,

Thank you, Stake Casino, for the information provided.

Dear User,

After careful consideration of the information supplied by the casino, we regret to inform you that we must decline your complaint.

If you require assistance in the future, we kindly remind you to always adhere to the terms and conditions set by each online casino.

Thank you for your understanding.

Respectfully,

Romi