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

My identity is fully verified with my official government ID (Level 1). However, Stake placed my account under Level 3 (Proof of Address) and Level 4 (Source of Funds) verification, demanding corporate payslips, employment contracts, and stamped bank reference letters.

​I have repeatedly explained to their support team that I am an independent, self-employed home-based tailor working in Yemen. In our local freelance economy and regional infrastructure, corporate payroll logs, commercial employment slips, and municipal residency certificates DO NOT EXIST for home freelancers.

​Despite submitting available statements and explanations, live support continuously pastes automated responses refusing to adjust requirements to my regional situation, while simultaneously refusing to allow a final withdrawal to close the account. Even on Trustpilot, Stake acknowledges my regional difficulties but redirects me back to automated internal channels that offer no manual resolution.

​Forcing a user into an infinite document loop with non-existent paperwork while holding $1,030 USD hostage is an unfair confiscation of player funds.

​Requested Outcome:

I request Casino Guru's urgent intervention to demand that Stake management perform a manual administrative review to enable a one-time final withdrawal of my full balance ($1,030 USD) and permanently close my account (John1y). I am no longer interested in verification attempts or keeping the account active—I simply want my funds released so this relationship can be terminated.

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.

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

Dear Attila,

​Thank you for taking up my case. Here are the answers to your questions regarding my account (John1y):

​1. Documents Provided So Far & Last Submitted:

​Level 1 Verification: Fully approved and completed using my official government ID.

​Proof of Address (Level 3) & Recent Submissions: The last documents I uploaded were water bills for the last 3 months issued under my father’s name, along with an official bank statement for the last 3 months issued directly in my name.

​2. The Core Deadlock & Issue:

Stake rejected these submissions because they insist on:

​A Utility Bill directly in my own name for Level 3.

​Corporate Payslips, Employment Contracts, or Stamped Bank Reference Letters for Level 4 (Source of Funds).

​As an independent, self-employed home-based tailor working in Yemen, corporate payroll logs, commercial employment slips, and municipal utility bills under my own name are legally and physically UNAVAILABLE in our local informal economy.

​Live support continuously responds with automated copy-pasted messages demanding the exact same impossible paperwork, while refusing to escalate the case for a manual administrative review.

​Requested Outcome:

Since I cannot provide corporate documentation that does not exist in my region, I kindly ask for your mediation to request that Stake management grant a one-time final withdrawal of my full balance ($1,030 USD) and permanently close my account (John1y).

Thank you for the clarification.

Could you please let us know whether Stake has offered you any alternative documents that you could provide as a self-employed person for the Source of Funds verification?

Also, regarding the bank statement issued in your name, could you please clarify whether Stake rejected it as Proof of Address and, if so, what reason they provided?

Thank you for your cooperation.

Hello,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply. 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 can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear Attila,

​Thank you for your response. I have sent all the submitted documents (ID, bank statement, water bills) along with the screenshots of my communications with Stake support directly to your email (attila.g@casino.guru).

​Please check your inbox and let me know if you need anything else

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,

Attila

Hello John1y,

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