Stake Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom naloga.

I’ve opened my account with stake.com for

About a year ago , rite when i opened I provided them with the documentation needed for the account verification so my account was fully verified, couple weeks ago I made couple deposits of couple thousands dollars , I went on the winning streak on nba playoffs sport betting and withdrew successfully about $3000 for almost 5 to 6 times . Stake.com

Then decided to retain the $ 3525.15 and not allowing me to do any withdrawal and telling me that they need the documentation and the following where asked 1. Identity verification ( they asked for my photo of my ID Front and back and picture of me holding the driver’s license and writing the day in wich I submitted , with success the stage 1 was fully completed . 

 For the step 2 or called level 3 verification was for

proof of address ( that’s where all the issue started ) they asked for one of the following options : Utility bill

• E.g. electricity, gas, water, Internet, and TV bills Council tax, municipality bill or government tax letter - Social insurance statement - An official letter from your employer or educational institution confirming your address stamped and signed - Tenancy agreement - Bank reference letter In this case, your bank/credit card statement can't be used. They said Documents submitted should be original photos or unlocked PDFs of all pages (no screenshots or digitally edited photos) All documents must be issued within the last 6 months and need to be in the latin international format.

 I spoke with one of the live agents and explained to them that I do NOT have utility bills under my name as my rental bills are all inclusive on the rental . They then told me to get a bank reference letter that included bank contact info ,full name and address ,date of account issuing and account type and date the letter was issued , I then took a day off work and went and got the letter fully stamped and signed as you will

See under the attached documents, once I uploaded they Said to attach the last month bank statement and I also did that , they then refused and they told me the reason was because it couldn’t be a pdf file but a picture , I then went and print and took clear pictures and sent it to them and they refused several times , they then told me to get a an official letter of my employer confirming my employment , address , stamped and signed , I also did that and they also refused and claimed that the letter wasn’t stamped and you will definitely see it stamped on the attached pictures , they would really denying my documents regardless and claiming I did not included something that I clearly did , and evertime id upload a pdf they keep saying they need to be a picture and vif was a picture they say they’d need a pdf I have done both several times but nothing they been repeating the circle everyday for almost weeks now , every time I chat with the only way they provide contact wich it’s an online chat , the operators always refusing for providing me with the LEAD on shift that I always requested and they always say they do not have no one to in charge for any of my problems .

For step 3 it’s the proof of income , also called as level 4 verification , 

They said it Must include the customer's name, account number, and bank's name and address. It must also show regular deposits and withdrawals over a period of time of 3 months A bank statement is recognized as a document for proof of source of income if it clearly shows regular incoming payments (e.g., salary, pension, fees) and if the details of both the recipient and the sender are visible. Paychecks:

Must include the employee's name, employer's name, address and gross pay. It must also cover a period of time that corresponds to the funds being deposited (e.g., if a bank statement shows a deposit of $1,000 on March 15, a pay stub from March for $1,000 would be required . I Provided 3 months banks staments and 3 months paychecks all combined they also denied every single time , I sent first in pdf and then second in picture , page by page but once again no success 

I’m writting you today to ask for your help as I don’t know what else to do , I’m in hope to at least recover the funds that are sitting on my account even if they don’t want me to play on their website every again . You’re my only hope to bring justice and I’m here to provide with anything to you for any additional information needed , since it’s my first time here I don’t really know what you will need from me , I’ll be attaching my documents that I provided to them such as bank reference letter ,bank or credit card statements, an official letter of employer screenshots of some of the our conversations, they denying provide me clarification of not allowing my withdrawal, and rejecting to provide a superior help please help 

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 cambajr,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with the verification process.

To better understand your situation and assist you effectively, could you please clarify the following:

• Which identity documents have you already submitted and had successfully approved by the casino during the verification process?
• Which specific documents are currently being rejected or remain unapproved?
• Have you received any explanation from the casino regarding why your submitted documents could not be accepted? If so, kindly forward the relevant communication between you and the casino customer support to veronika.f@casino.guru.
• Have you been informed of any additional documents or information that the casino requires from you to complete the verification process?

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

Best regards

Veronika

Hey Veronica thank you for your reply

documents successfully submitted where my drivers licence .

any other document it’s being reject for proof of address , I have official letter from my employer , bank reference letter , bank statement and paystubs for 3 months are all being denied ,

when I sent the bank reference letter , they said to attach the last month bank statement with it then they just denied after I did that . The other reason they told me was it needed to be picture and not the pdf , I went to the library printed and took a clear picture then they also rejected .then when I asked why they still rejected , they would say you need to send the correct documents, then they would just swap me from agent to the other and I had to start the conversation all over again . They would swap me agents every 3 minutes as soon as I started asking questions , I’m Whilling to send you all the documents to your email so you can have a look , I’ll be sending to you email as soon I sent this , I believe at this point that I’m being sabotaged !

Hello cambajr,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear cambajr

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, Lucia (lucia.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,

Veronika

Hello cambajr,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

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? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Lucia and cambajr,

As outlined in Clause 4.8 of our Terms of Service, Stake may request additional Know Your Customer (KYC) documentation at any stage of the verification process. We also reserve the right to limit access to certain services, payments, or withdrawals until a user's identity and address have been adequately verified. These measures form part of our regulatory and compliance obligations and are designed to safeguard both our users and the integrity of the platform.

In this case, the player's account remains under review because the required Proof of Address and Source of Funds verification has not yet been successfully completed.

We would also like to clarify that the player has been advised regarding both the reasons previous submissions were not accepted and the specific documentation required to complete the verification process. Throughout the review, several documents were submitted that did not satisfy our Proof of Address requirements, including phone bills, motor vehicle insurance documents, tax assessment notices, and various banking documents that did not contain the necessary information for verification purposes. The player was also informed on multiple occasions that a Bank Reference Letter would be required; however, this document has not been provided to date.

Additionally, the player's most recent Proof of Address submission was made more than 25 days ago, and no further documentation has been received since that time.

To proceed, the player must successfully complete Proof of Address and Source of Funds verification by providing one of the following acceptable documents:

Proof of Address:

• Utility bills (electricity, gas, water, internet, or TV) issued within the last three months, together with proof of payment for each bill;
• A Bank Reference Letter accompanied by a bank statement; the Bank Reference Letter must be issued directly by the bank and include the player's full name and residential address, bank contact details, account information, and date of issue.
• A tenancy agreement;
• An official letter from an employer or educational institution confirming the player's residential address, signed and stamped by the issuing authority;
• A council tax, municipality, or government tax document.

Source of Funds:

• Payslips covering the last three months, together with matching bank statements clearly showing the corresponding salary payments;
• Tax returns: must show the taxpayer's name, social security number, adjusted gross income, and a consistent income history;
• Investment statements: must show the customer's name, account number, brokerage details, investment value, and any dividends or interest earned;
• Real estate documentation: must include a copy of the deed or title and a property tax bill;
• Mining income: must include a ledger of the cryptocurrency mined, together with the wallet address and transaction hash;
• Inheritance: must include a copy of the will or trust document and death certificate;
• Company sale documentation: must include a letter detailing the company sale, signed by a licensed solicitor or regulated accountant on letter-headed paper;
• Loan documentation: must include an executed, signed and stamped loan agreement together with a bank statement showing the received funds and current balance;
• Gifts: must include a written donor statement confirming the gift amount, date, and relationship to the recipient;
• Lottery winnings: must include a receipt of winnings and supporting documentation showing the origin of the funds initially deposited;
• Divorce settlements: must include the divorce settlement agreement and a bank statement clearly showing receipt of funds;
• Business income documentation: must include business licences, tax returns, and financial statements.

Please note that the documents may need to be signed and stamped by the person who issued the document or notarised, depending on the type of document. All documents must be submitted as original photographs or unlocked PDF files through the verification section of their Stake account: https://stake.com/settings/verification.

Screenshots, photocopies, scanned copies, or documents sent through unrelated communication channels cannot be accepted for verification purposes.

At this stage, the review cannot move forward until the required documentation is provided in the correct format and successfully verified. Once this requirement has been met, the relevant team will be able to continue the review and update the player accordingly.

Thank you for your understanding and cooperation.

Kind regards,

Dear cambajr,

Could you kindly provide the requested documents at your earliest convenience? This will help complete the verification process smoothly. I would appreciate it if you could inform me once this has been done, so we can stay updated on the current status of the matter.

Hey Lucia , as explained to you earlier on my first massage , I’ll try to repeat it , I’ve sent all the documents they’ve asked me and that’s the reason I lost my hope with them and decided to go this route . I mentioned that for utility bills they are not under my name as my rent it’s all inclusive so I went to other accepted documents for them according to their standards . I sent them an official letter of my employment, dated and signed and a there’s a number to be called there to confirm my existence and also stated my address . I sent in pdf it was denied , the person told me to send a picture of it so I went to print it and took a picture they also denied and rite after that I went to

the bank and got  Bank Reference Letter accompanied by a 3 months bank statement the Bank Reference Letter was issued directly by the bank and included the player's full name and residential address, bank contact details and the letter was stamped and dated , I also send both in pdf and picture and everything was denied as of source of funds I sent them 3 months bank statements and 3 months pay slip that’s matched the same bank statements sent to them , after sending a pdf file they denied and request me to send a picture and that was also denied! They just keep denying me and play me around as if I was a child . I’ll be attaching pictures here of examples that they denied , please understand that this pictures are also in pdf but it won’t allow me to upload all of them in here . I’m willing to send you everything I have if you create the right forum where I can update documents and screenshots of the chats I had with stake.com rejecting all my legal documents !in this that I sent to them as documentation so you can have a look and understanding the scam I am going thru by stake.com . by you asking me to go upload my documents on their site again means that you’re not willing to help me as I know the outcome will be the same . It took me a month of denial and I’m here messaging you for help . Is anyway I can send you the documents somehow and you do something about it ??????

Please realize that all this documents sent are all in pdf and they requested the pictures and I went and did it as well . I also noticed that stake.com lied on my behalf by saying I never sent the bank reference letter as I have sent that more then 20 times with a different outcome and rejection for reasons that do not make sense and Lucia you can see the first pictures I sent on prior emails today as well you can see the date and stamp . The latter it’s official and contained every single detailed they asked for it and they still denied me same goes for the office letter of employment including my address so please to have a look . so please stake.com don’t lie about that as I have screenshots of them confirming to receive as I’ll also be attaching to this next

Dear Stake Casino Team,

Could you please provide more detailed information regarding the reasons why the player's submitted documents were rejected?

Based on the documents the player has shared with us, they appear to fall within the categories of acceptable proof of address and source of funds documents listed by your verification team. Therefore, a more specific explanation of the deficiencies identified in these documents would greatly assist us in understanding your position and in advising the player on how to successfully complete the verification process.

If there are particular requirements that the submitted documents failed to meet, such as issues with document validity, formatting, completeness, or information contained within them, we would appreciate clarification.

Should you prefer not to disclose these details publicly in the complaint thread, you are welcome to send the information directly to me at lucia.s@casino.guru.

Thank you for your cooperation. I look forward to your response.

Dear Lucia,

We would like to clarify why the documents the complainant shared in this thread do not meet our verification requirements.

**Proof of Address**

The Personal Assessment document provided by the client's bank does not qualify as a bank reference letter and is therefore not acceptable for Proof of Address verification. The client will need to obtain a valid bank reference letter, which must be manually signed and stamped by the issuing bank officer. Please note that the bank reference letter must also be submitted together with a bank statement.

Regarding the employer letter, it was previously rejected due to the following concerns:

- As you can see, the letterhead logo at the top belonged to one company, while the address and logo at the bottom belonged to a different company.

- The letter contained only a signature with no stamp from the issuing authority. Additionally, the signature appears to have been printed rather than handwritten.

Please note that our compliance standards require that all submitted letters, including the bank reference letter and the employer letter, be manually signed and stamped by the issuing authority. This is essential to confirm the authenticity and validity of the documents.

**Source of Funds**

We will provide further instructions for Source of Funds verification once the user's Proof of Address has been successfully completed. Should the client opt to submit payslips and a bank statement, please note that the payslips must also be manually signed and stamped by the employer.

We trust the above clarifies the reason for the previous rejection and the verification requirements. Please do not hesitate to reach out if you have any questions.

Kind regards,

Dear Stake Casino Team,

Thank you for your detailed explanation.

Dear cambajr,

At this point, I kindly recommend that you obtain and submit the documents in the format requested by the casino, in accordance with the outlined requirements. This approach will give the verification process the best chance of being completed efficiently and without further delays.

Once you have gathered the necessary documents and submitted them to the casino, I would be grateful if you could also send copies to me at lucia.s@casino.guru. This will allow me to review them as well, and if any additional issues arise, I can assess whether the casino's requests remain reasonable or if further intervention on our part is needed.

Thank you for your cooperation. I look forward to hearing from you soon.

Dear cambajr,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hey there , as the latter stated one company it’s subdivision of other , I still went to the office and got the it all figured it out after days of waiting and you never mentioned about my last email when you clear lied on my behalf stating that I never sent no documents and I sent you a screenshot. You lie and extort and play like nothing happened ! Going foward as I gotta anew letter

quoting a part of your last email dear stake.com you stated :

"Regarding the employer letter, it was previously rejected due to the following concerns:

- As you can see, the letterhead logo at the top belonged to one company, while the address and logo at the bottom belonged to a different company.

- The letter contained only a signature with no stamp from the issuing authority. Additionally, the signature appears to have been printed rather than handwritten.

Please note that our compliance standards require that all submitted letters, including the bank reference letter and the employer letter, be manually signed and stamped by the issuing authority. This is essential to confirm the authenticity and validity of the documents"

I am now attaching a new letter and want to hear your next excuse you will create in order to extort another customer . Please check the following attachments as I will on top of the letter also attach as well my 4 months bank statement , please be advised that this is a screenshot and can be sent in any format you request , whether it’s a clear picture or anything you will find to difficult me to once again get my money

Dear Stake Casino Team,

Could you please confirm whether the documents most recently submitted by the player are sufficient to complete the verification process?

If not, we would appreciate it if you could provide more detailed information regarding what is preventing the verification from being completed. Specifically, please clarify whether any documents are missing, whether any of the submitted documents do not meet your requirements, and whether any additional information or documentation is needed from the player.

Providing these details will help the player better understand what is required to successfully complete the verification process and avoid any further delays.

Thank you in advance for your cooperation.

Dear Lucia,

According to our records, the complainant has not submitted any new documentation through the verification section of their Stake account for over 40 days. As such, our dedicated verification team has not been able to assess any recently submitted documents or determine whether they satisfy our verification requirements.

Should the complainant wish to proceed with the verification process, they must upload the requested documentation through the verification section of their Stake account: https://stake.com/settings/verification

Please note that we are unable to confirm on a public platform whether any document will be accepted prior to review. Once the documentation has been submitted through the appropriate verification channel, our dedicated team will assess it and advise the complainant accordingly.

For Proof of Address, the documentation must:

Be submitted as an original photograph or unlocked PDF (screenshots are not accepted);

Have been issued within the last six months and be in the Latin international format;

Clearly display the complainant's full name and residential address, the issuing entity, and the date of issue; and

Show the entire document in the uploaded image.

Once the user has successfully completed Proof of Address verification, we will review the Source of Funds documents for verification. Should the user choose to provide payslips and bank statements, please note that the payslips must also be manually signed and stamped by the employer.

If the user wishes to submit the updated employer letter referenced in their latest comment, we kindly ask that it be uploaded through the verification section of their Stake account. Based on the document shared in this complaint, we note that the full residential address is not displayed. As previously advised, the employer letter must be manually signed and stamped by the issuing authority and clearly state the user's full residential address before our dedicated team can assess it as part of the ongoing verification process.

We trust the above clarifies the current status of the verification process. Should you have any further questions, please do not hesitate to reach out.

Kind regards,

my work has redone the letter adding my address and including all the other single details that you’ve requested dear stake.com,

I then sent the letter and including 3 months bank statements and once again you portal of documents board at stake.com rejected my documents again stating that I needed to send now a utility bill and 3 months bank statements as I will be attaching screenshot of the message you guys place in the account after another denial.i will also send you the letter ive sent to you, please be advised that all those documents where sent in PDF and with the 3 months bank statements!Dear STAKE.COM you guys gotta stop with this nonsense, once again i provided a documentation that follows your guys guideline and once your are boycotting me and requesting a document to keep delaying the process , this it’s almost 3 months of this nonsense

Dear Stake Casino Team,

Could you please confirm whether the employer’s letter has been rejected and, if so, provide the specific reason for the rejection?

The document contains the information requested, including the player’s residential address, and has been duly signed and stamped by the issuing authority. In light of this, it is unclear why the document would not be considered sufficient.

We would appreciate a precise explanation of any outstanding requirement, rather than a general rejection, so that the matter can be resolved without further unnecessary delay. At present, the repeated requests for additional documentation give the impression that the acceptance criteria are not being applied consistently.

Should you prefer not to disclose the details in the public thread, you are welcome to send a more thorough explanation to me directly at lucia.s@casino.guru.

Thank you for your prompt clarification and cooperation.

Dear Lucia , I’ve now submitted the documents again to them and they still denying me and I’ll be attaching to this message a full last conversation and you will notice that now they asking me for utility bills and prove of payments of the same bills for the past 3 months . Remember when this case started I mentioned that my utility bills are not under my name as my rent it’s all inclusive ,that’s the reason we went with other options such as official work letter including address, stamp , signatures and all the other things they asked . Now that I went above and beyond thru my work and Human Resources and have everything in line they all of sudden asking for a different document they and simply rejecting some documents under their guideline for proof of address !

another manipulation move once again and you’re just watching Lucia !

If the plan it’s to hold and keep my money for long and longer if not forever please just let me know .This is fustrating at this point and honestly need for you Lucia to tell me if you actually able to do something or you just going to keep watching them playing me around for more then 4 months and nothing it’s been done at all , please just tell me if you and stake.com will actually going to fix this issue or if you all simply want to keep postpone this non since with a intention of me surrendering for receive my money

Dear cambajr,

I understand that you are extremely frustrated.

However, I need to clarify that Casino Guru is neither a legal authority nor a gambling regulator. We do not have the power to force a casino to release funds, accept specific documents, or take any particular action. Our role is to act as an independent mediator, maintain communication between both parties, request explanations and evidence, and help keep the complaint-resolution process moving forward.

At the moment, the main difficulty is that we have not received a sufficiently detailed explanation from the casino regarding why your documents were rejected and what specific requirements they allegedly failed to meet. Without this information, we cannot properly assess whether the casino’s requests are reasonable or determine what steps may help resolve the issue.

Please understand that I am not working against you, nor am I simply watching the situation without taking action. I am trying to assist you, but there are limits to what I can do as a third-party mediator. My goal is to help you recover your money by obtaining the information needed to move the case forward. I will continue requesting a clear explanation from the casino and will keep you informed of any meaningful developments.

So what you need from me now ?? Did you checked what I’ve sent you ? You any input to it ??

At this time, nothing further is required from you on our side.

We are currently waiting for the casino to explain why the employer’s letter continues to be rejected, especially since it appears to include all the information they requested.

Once we receive a clear explanation, we will be in a better position to assess the situation and determine whether the casino’s decision is consistent with its Terms and Conditions.

Dear Lucia,

We are currently conducting a further review of the employer letter previously submitted, together with the corresponding bank statement.

We would also like to briefly address the reference to utility bills raised earlier in this thread. As previously discussed, the employer letter was agreed as an alternative Proof of Address route in this case, given the complainant's rental arrangement. Standard verification guidance generally directs users toward utility bills as a first option, and this appears to have been relayed via Live Support without full visibility of the specifics for this account. We have shared this feedback internally to help ensure greater consistency going forward.

In the meantime, we would kindly ask the complainant to resubmit the employer letter along with the relevant bank statement through the verification section of their Stake account, so that our dedicated team can complete this assessment as quickly as possible.

We will follow up in this thread once we have a confirmed outcome, and appreciate the complainant's continued patience while this is finalised.

Kind regards,

dear stake.com and Lucia , I just resubmitted the employer letter along with bank statement thru the verification section at stake.com as requested from stake.com last intervention response ! I did this 2 minutes after reading you reply on here

dear stake.com and Lucia , 5 minutes later they just sent the same response as last time as you will be able to see on screenshot from minutes ago after I uploaded once again

Dear Stake Casino Team,

Thank you for the update.

Could you please clarify the messages the player continues to receive requesting a utility bill as proof of address? Are these messages generated automatically, or is the player still expected to provide this specific document?

Should the player be concerned that these requests remain active? As you can appreciate, receiving different information through the complaint thread and directly through your platform creates unnecessary confusion and frustration.

Just a heads up , I’m still being denied once again please check the attached pictures!

After me re-uploaded the files in pdf they said that documents can’t be digital but gotta be photographed please see the documents I’ve sent to them and the screenshot of them requesting the photographed documents and still denied after that , after they denied the photographed documents they went once again to the same prior output requesting the utility bills , I honestly do not know what type of scam this is and as usual stake.com will only reply 2 hours before the time expires for them to reply because they want to keep delaying this process further and further on purpose

Dear Lucia and cambajr,

Thank you for your continued patience while this matter was reviewed.

We apologise for any confusion or inconvenience caused by inconsistent information provided by our customer support team.

Following further review of the submitted documents, we're pleased to inform you that the complainant's verification has now been fully completed and the restriction on their account has been lifted. The case has accordingly been closed on our end, and the user can resume activity on their account as usual.

We appreciate everyone's continued cooperation and patience throughout this process, and we trust this brings the matter to a satisfactory resolution.

Kind regards,

Confirmed , account back working, still somehow restricted. Can’t place bets bigger than $100 . But wherever . Thanks Lucia

Hello cambajr,

We would like to update you that due to Lucia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Lucia 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 Lucia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear cambajr,

I am pleased to hear that the verification issue has been resolved. Could you please confirm whether you have any pending withdrawals? Are they functioning correctly? Have you received any of your funds?

Dear cambajr,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Lucia
Casino.Guru