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Dear nehuendepaoli,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing with your withdrawal request at Stake.com.

To assist you further, I would like to clarify a few details regarding your situation:

• Can you confirm if you have been in contact with a specific representative or department regarding Gift Declaration not being accepted through the website's verification page? If possible, please post any screenshots of your attempts.
• Please provide all relevant communication with customer support to jean.s@casino.guru from October 27, 2025, and onwards.
• Have you attempted to upload different versions of the gift declaration to see if any of them would be accepted?

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,

Jean

Dear Casino Guru team,

Thank you so much for taking my case. I will answer your questions in order:

1) Regarding whether I contacted any representative or department about the rejection of the Donation Declaration:

Yes. I contacted Stake's support team repeatedly, both by email (to the address accounts@stake.com I contacted them via email and live chat. I received responses from various agents (Albi, Rod, Yuka, Alejo) via email and from one agent (Hailey) via live chat. In all cases, I received generic responses or was transferred from one channel to another: the email instructed me to use the chat, and the chat instructed me to email, without anyone manually reviewing my document. I specifically requested a manual review and instructions on how to submit the document, but I received no solution. Agent Yuka acknowledged in writing that the only remaining condition for lifting the withdrawal restriction is completing the verification, without mentioning any violation of terms or the regional restriction as an obstacle to payment.

2) Regarding communication with customer service from 27/10/2025:

I sent it to jean.s@casino.guru , attaching the screenshots of the emails and chats with the Stake agents, arranged chronologically and with a brief explanation of each one.

3) Regarding whether I tried to upload different versions of the donation statement:

Yes. I tried several versions: first, a cryptocurrency gift declaration (the actual source of the balance I'm claiming); then an expanded version that included bank transfers and receipts; and I also tried additional bank documentation. All were automatically and instantly rejected by the system, without any human review. The error message always states that only bank statements, tax returns, or pay stubs are accepted, and it doesn't include a gift declaration between individuals, even though that category is listed as valid in Stake's official article, since it was the Stake team itself that requested that document from me.

I want to clarify that the balance I'm claiming (699.32 USDC) comes entirely from a cryptocurrency gift transferred directly to my Stake account by a friend on October 26, 2025, which is publicly verifiable on the blockchain (BNB Smart Chain), plus profits earned on the platform. Its origin is fully documented and does not depend on any other source of income. It's worth noting that, from the first email (October 27, 2025), Stake demanded pay stubs and a matching bank statement. This requirement is intended to verify employment income, but my source of funds is not a salary, but a cryptocurrency gift. Therefore, they are requesting a document that, given the nature of my funds, cannot exist.

I am available for any further information you may need.

Thank you so much for your help.

Sincerely,

[redacted]

Estimado equipo de Casino Guru,

Muchas gracias por tomar mi caso. Respondo a sus preguntas en orden:

1) Sobre si me contacté con algún representante o departamento por el rechazo de la Declaración de Donación:

Sí. Me comuniqué en reiteradas ocasiones con el equipo de soporte de Stake, tanto por correo (a la dirección accounts@stake.com) como por el chat en vivo del sitio. Por correo me respondieron distintos agentes (Albi, Rod, Yuka, Alejo) y por el chat en vivo una agente (Hailey). En todos los casos recibí respuestas genéricas o me derivaron de un canal a otro: el correo me indicaba usar el chat, y el chat me indicaba escribir por correo, sin que nadie revisara manualmente mi documento. Solicité expresamente una revisión manual y que me indicaran por qué vía enviar el documento, pero no obtuve una solución. La agente Yuka reconoció por escrito que la única condición pendiente para levantar la restricción de retiro es completar la verificación, sin mencionar ninguna violación de términos ni la restricción regional como obstáculo para el pago.

2) Sobre la comunicación con el servicio de atención al cliente desde el 27/10/2025:

La envié a jean.s@casino.guru, adjuntando las capturas de los correos y chats con los agentes de Stake, ordenadas cronológicamente y con una breve explicación de cada una.

3) Sobre si intenté subir diferentes versiones de la declaración de donación:

Sí. Probé con varias versiones: primero una declaración de regalo en criptomonedas (el origen real del saldo que reclamo); luego una versión ampliada que sumaba transferencias bancarias y comprobantes; y también intenté con documentación bancaria adicional. Todas fueron rechazadas de forma automática e instantánea por el sistema, sin revisión humana. El mensaje de error siempre indica que solo se aceptan extractos bancarios, declaraciones de impuestos o recibos de sueldo, y no contempla una declaración de regalo entre particulares, pese a que esa categoría figura como válida en el propio artículo oficial de Stake y a que fue el propio equipo de Stake quien me solicitó ese documento.

Quiero aclarar que el saldo que reclamo (699,32 USDC) proviene íntegramente de un regalo en criptomonedas que me transfirió un amigo directamente a mi cuenta de Stake el 26/10/2025, verificable públicamente en la blockchain (BNB Smart Chain), más las ganancias obtenidas dentro de la plataforma. Su origen está plenamente documentado y no depende de ninguna otra fuente de ingresos. Cabe destacar que, desde el primer correo (27/10/2025), Stake me exigió recibos de sueldo y un extracto bancario coincidente; ese requisito está pensado para verificar ingresos laborales, pero mi fuente de fondos no es un salario, sino un regalo en cripto, por lo que se me pide un documento que, por la naturaleza de mis fondos, no puede existir.

Quedo a disposición para cualquier otra información que necesite.

Muchas gracias por su ayuda.

Atentamente,

[redacted]

Dear nehuendepaoli,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Stake Casino to join this conversation and assist in addressing the complaint.

Dear Stake Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear nehuendepaoli and Stefan,

Following a comprehensive review of the player's account and the documentation submitted, we would like to clarify the reasons why the verification process remains incomplete.

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 restrict access to certain services, including withdrawals, until the required verification has been successfully completed. These measures form part of our regulatory and compliance obligations.

After carefully reviewing the documents submitted by the player, we were unable to successfully verify either the Proof of Address or the Source of Funds.

Regarding the Proof of Address, both the invoices provided and the corresponding proof of payment were reviewed extensively. Unfortunately, due to concerns regarding the reliability and authenticity of these documents, they could not be accepted for verification purposes.

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

- Utility bills (electricity, gas, water, internet, or television) 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, 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.

Regarding the Source of Funds, the player submitted a Gift Declaration. However, this document does not satisfy our verification requirements, as it has not been properly notarised and officially stamped. Without the appropriate legal certification, the document cannot be accepted as valid evidence of the player's source of funds.

Alternatively, should the player wish to provide a different Source of Funds document, the following options are accepted:

- Payslips covering the last three months, together with matching bank statements clearly showing the corresponding salary payments.

- Tax returns showing the taxpayer's name, social security number, adjusted gross income, and a consistent income history.

- Investment statements showing the customer's name, account number, brokerage details, investment value, and any dividends or interest earned.

- Real estate documentation, including a copy of the deed or title together with a property tax bill.

- Cryptocurrency mining income documentation, including a mining ledger, wallet address, and transaction hash.

- Inheritance documentation, including a copy of the will or trust document together with the death certificate.

- Company sale documentation, signed by a licensed solicitor or regulated accountant on official letter-headed paper.

- Loan documentation, including a fully executed, signed and stamped loan agreement together with a bank statement showing receipt of the funds.

- Gifts, supported by a written donor statement confirming the gift amount, date and relationship to the recipient. Please note that supporting documentation may also be requested where necessary to verify the transfer of funds.

- Lottery winnings, supported by the official receipt and documentation demonstrating the origin of the deposited funds.

- Divorce settlement documentation together with a bank statement confirming receipt of the funds.

- Business income documentation, including 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.

Once the required documentation has been successfully submitted and verified, the relevant team will be able to continue the review of the player's account and provide a further update accordingly.

Thank you for your understanding and cooperation.

Kind regards,

Dear nehuendepaoli,

I hope this message finds you well.

Could you please provide the casino with the requested documentation so that your withdrawal can be processed?

Please let me know once you have submitted the requested documents.

I look forward to your response.

Dear Stake Casino,

Thank you for your continued cooperation.

The player has confirmed that they have submitted the requested documentation through the verification section of their Stake account and has also provided an explanation regarding the Source of Funds documentation.

Could you please review the newly submitted documents and let us know the outcome of your assessment? If any additional information or documentation is still required, we kindly ask you to specify exactly what is missing so that the player can provide it without further delay.

I look forward to your response.