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In December 2025, my account was blocked with a balance of 1160 USDT. Since then, I have complied with all the verification requirements requested of me.

First, I correctly submitted the selfie along with my national identity document, as instructed. Afterward, the support team also began requesting a selfie with my passport and driver's license.

I have explained to them repeatedly that I have neither a passport nor a driver's license, and therefore cannot provide those documents. Furthermore, according to Stake's own Terms and Conditions, an official government-issued identity document is sufficient to complete the verification process, a requirement I have already met.

Despite having sent all available and valid documentation according to their own rules, my account remains blocked and my funds continue to be held without a clear explanation or resolution of the case.

I believe this situation is completely unjustified. After multiple attempts to contact you and having fully cooperated with the verification process, I still haven't received a solution. It seems like an endless verification process is being used to wear down the user and avoid releasing the funds.

I want to make it clear that the held balance (1160 USDT) was legitimately obtained through casino gaming and sports betting within the platform itself.

Therefore, I request assistance in having this case reviewed and proceeding to:

Verify my account using the identity document already provided.

Unlock my account.

Allow the immediate withdrawal of my funds.

I have fulfilled all my obligations as a user and I am only requesting that the platform's own rules be respected and that I be allowed access to my money.

En diciembre de 2025 mi cuenta fue bloqueada con un saldo de 1160 USDT. Desde ese momento he cumplido con todos los requisitos de verificación que me han solicitado.

En primer lugar, envié correctamente el selfie junto con mi documento nacional de identidad, tal como me indicaron. Posteriormente, el equipo de soporte comenzó a solicitarme también un selfie con pasaporte y licencia de conducir.

Les he explicado en repetidas ocasiones que no dispongo ni de pasaporte ni de licencia de conducir, por lo que no puedo proporcionar dichos documentos. Además, según los propios Términos y Condiciones de Stake, un documento de identidad oficial emitido por el gobierno es suficiente para completar el proceso de verificación, requisito que ya he cumplido.

A pesar de haber enviado toda la documentación disponible y válida según sus propias normas, mi cuenta sigue bloqueada y mis fondos continúan retenidos sin una explicación clara ni una resolución del caso.

Considero que esta situación es completamente injustificada. Después de múltiples intentos de contacto y de haber colaborado en todo momento con el proceso de verificación, sigo sin recibir una solución. Da la impresión de que se está utilizando un proceso de verificación interminable como forma de desgastar al usuario y evitar el pago de los fondos.

Quiero dejar claro que el saldo retenido (1160 USDT) fue obtenido legítimamente a través de juego en el casino y apuestas deportivas dentro de la propia plataforma.

Por todo ello, solicito ayuda para que este caso sea revisado y se proceda a:

Verificar mi cuenta utilizando el documento de identidad ya proporcionado.

Desbloquear mi cuenta.

Permitir la retirada inmediata de mis fondos.

He cumplido con todas mis obligaciones como usuario y únicamente estoy solicitando que se respeten las propias normas de la plataforma y se me permita acceder a mi dinero.

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.

Hello,

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. 

Which documents were approved and which were not, to your knowledge? Has the casino indicated that there might be a problem with approving specific documents?

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

After I filed my complaint yesterday and informed them that I had opened a complaint with CasinoGuru, they finally agreed to let me send them a selfie holding my ID.

However, they have now rejected that verification, claiming the image is "misleading," even though it had previously been accepted. In fact, as proof, they later requested another selfie from me holding my driver's license or passport.

This constitutes objective proof of the contradiction in their actions. If they truly believed the initial verification was invalid, they would not have accepted it initially, nor would they have continued with further verification requests.

All of this demonstrates that their objective is not to verify my identity, but to block the process in order to avoid paying me the $1160 USD that I am legitimately entitled to.

Furthermore, when they later asked me for a selfie with my driver's license or passport, it became clear that they were trying to introduce new requirements arbitrarily.

I believe this behavior demonstrates bad faith on the part of Stake. Therefore, I request that the complaint proceed and that the case be reviewed, so that this situation is publicly documented and other users can be aware of how this case is being handled.

Tras presentar mi reclamación ayer e informarles de que había abierto una queja en CasinoGuru, finalmente accedieron a que les enviara un selfie sosteniendo mi documento de identidad.

Sin embargo, ahora han rechazado esa verificación alegando que la imagen es "engañosa", cuando anteriormente ya había sido aceptada. De hecho, como prueba de ello, posteriormente me solicitaron incluso otra selfie adicional sosteniendo el carnet de conducir o el pasaporte.

Esto constituye una prueba objetiva de la contradicción en su actuación. Si realmente consideraban que la primera verificación no era válida, no la habrían aceptado inicialmente ni habrían continuado con nuevas solicitudes de verificación.

Todo esto demuestra que su objetivo no es verificar mi identidad, sino bloquear el proceso para evitar pagarme los 1160 USD que legítimamente me corresponden.

Además, al pedirme posteriormente una selfie con el carnet de conducir o el pasaporte, queda claro que estaban intentando introducir nuevos requisitos de forma arbitraria.

Considero que este comportamiento demuestra mala fe por parte de Stake. Por ello, solicito que la reclamación continúe adelante y que el caso sea revisado, para que quede constancia pública de esta situación y otros usuarios puedan conocer cómo se está gestionando este caso.

Dear Player,

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

Thank you very much for your patience and cooperation.

Hello good,

Please find attached the requested documentation. If you require any additional documents or further clarification, please let me know and I will provide them as soon as possible.

I wish to state for the record that Stake.com is acting in a contradictory and unjustified manner, as it initially accepted this same documentation and subsequently rejected it without providing a clear and reasonable explanation. This action demonstrates a clear unwillingness to diligently verify my account and, in practice, is unduly preventing me from accessing my funds.

Furthermore, I have expressly informed them of my full willingness to provide any additional documents they deem necessary, but despite this, they have stopped responding to my emails. This lack of response, coupled with the inconsistent rejection of documents already submitted, is unacceptable and creates a situation of complete defenselessness.

Therefore, I request that you immediately review the submitted documentation, indicate to me in a specific and detailed manner if any additional requirements are missing, and proceed without further delay to validate my account and allow access to my funds.

I am also attaching the last email I sent, to document my willingness to collaborate and the lack of response received.

I await an urgent solution.

Sincerely,

Buenas,

A continuación, les adjunto la documentación solicitada. Si necesitan cualquier documento adicional o cualquier otra aclaración, les ruego me lo indiquen expresamente y se lo facilitaré a la mayor brevedad posible.

Quiero dejar constancia de que Stake.com está actuando de manera contradictoria e injustificada, ya que inicialmente aceptó esta misma documentación y, posteriormente, la ha rechazado sin aportar una explicación clara y razonable. Esta actuación demuestra una evidente falta de voluntad para verificar mi cuenta de forma diligente y, en la práctica, está impidiendo indebidamente que pueda disponer de mi dinero.

Además, les he comunicado expresamente mi total disposición a aportar cualquier documento adicional que consideren necesario, pero, pese a ello, han dejado de responder a mis correos electrónicos. Esta falta de respuesta, unida al rechazo inconsistente de documentos ya aportados, resulta improcedente y genera una situación de absoluta indefensión.

Por ello, solicito que revisen de inmediato la documentación remitida, me indiquen de forma concreta y detallada si falta algún requisito adicional, y procedan sin más demora a validar mi cuenta y permitir el acceso a mis fondos.

Adjunto también el último correo electrónico enviado por mi parte, a efectos de dejar constancia de mi voluntad de colaboración y de la falta de respuesta recibida.

Quedo a la espera de una solución urgente.

Atentamente,

Dear Player,

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, Barbora (barbora.p@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 player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Stake Casino representative to join this conversation.

Dear Stake Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Tobiasargentina,

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 Barbora,

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

Kind regards,

Dear Tobiasargentina,

After carefully reviewing all the information and supporting evidence provided by both you and the casino, we have concluded that the casino acted in accordance with its Terms and Conditions.

The casino has supplied detailed evidence showing that the verification materials submitted during the KYC process displayed significant inconsistencies and indicators of alteration. Based on this evidence, the casino determined that the submitted photos did not meet the authenticity requirements necessary to complete identity verification.

Please understand that providing altered or manipulated verification materials represents a serious breach of casino rules and regulatory obligations. In such cases, casinos are entitled to permanently restrict accounts and withhold associated funds.

As we consider the casino's actions justified under these circumstances, we are unable to continue pursuing this complaint further.

For the reasons stated above, this complaint will now be rejected as unjustified.

Thank you for your understanding.

Kind regards,

Barbora

Casino Guru