Stake Casino - プレイヤーのアカウントは永久に制限されました。

Casino Name: Stake.com

Username: [hidden by Casino Guru]

Email: [hidden by Casino Guru]

Amount in Dispute: $ [填写金额]

Complaint Details:

I am filing a complaint against Stake.com regarding my account which was permanently restricted during the KYC Level 4 verification process. My funds are being withheld despite my full cooperation.

Timeline of Events:

On March 19, 2026, my account was flagged for KYC Level 4 verification. I was informed that I must complete this verification before any withdrawal would be processed.

I submitted my bank statement as requested. The verification team rejected it. I believe the rejection was due to format differences, as bank statements vary by country.

I contacted live support again and submitted a bank statement from another bank hoping it would meet the requirements. It was rejected again.

I then submitted a gift agreement document to provide additional proof of funds. Instead of assisting me to complete verification, Stake permanently restricted my account immediately after this submission.

I emailed accounts@stake.com for clarification. The response stated that I had "deliberately submitted misleading information which constitutes a serious breach of our Terms."

My Position:

All documents I submitted were genuine. I have never engaged in fraudulent activity. I do not maintain multiple accounts. I am not located in any prohibited jurisdiction. I have fully complied with all wagering requirements.

The funds in my account are urgently needed for medical treatment. I have already sent formal appeals to compliance@stake.com and legal@stake.com but have received no effective response.

Request:

I am asking Stake.com to:

Re review my KYC Level 4 submissions

Allow me to complete the verification process properly

Release my funds so I can withdraw for my medical needs

I am happy to provide any additional documentation required.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward the documents you submitted for your Level 4 verification to veronika.f@casino.guru? Kindly include all relevant communication between you and the casino customer support, particularly any requests for additional documents and explanations for the rejection of your submissions.
• Have all your other identity documents been successfully approved during the verification process?
• What types of games did you play at this casino?

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

Dear Casino Guru Team, all my uploaded KYC4 documents have been forwarded to veronika.f@casino.guru. Please check them. (Some of my chat logs with online support are in Chinese; could you please translate them?) Thank you.

Yes, all the other identity information I submitted before has been approved. Only this time, they rejected my KYC4 request and banned my account without reason.

I mainly play live slots and original games at this casino, and very few sports betting games.

Hello DK666,

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

Because of the withholding of these funds, my wife divorced me, and I've now developed depression. I contacted customer service for assistance, but they always made excuses or simply didn't respond. Until April 4th, yesterday, I told Stake that if the money wasn't resolved, I might commit suicide. Customer service set up self-exclusion for my account and stated that I could withdraw the funds. However, when I tried to withdraw, they didn't reply; they haven't responded at all. From heaven to hell, I feel like my mental state is deteriorating. This is the worst gambling platform I've ever encountered. They don't care about the lives of their players at all.

Dear DK666,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

If you require any further documentation, please let me know. Also, I'd like to inform you that on March 19th, when I registered for STKAE, my friend was an agent for Stake, and I entered his code. I asked him to inquire with Stake's agent administrator, but ridiculously, the administrator claimed I had never uploaded bank statements. I'm sending you the evidence as well. Since it's in Chinese, please translate it for me. Thank you very much.

I feel like they just made up some excuse to freeze my funds. They give different accusations every time they're involved in this case. I feel like they're targeting me because this money has made my life so miserable.

Dear DK666,

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, Peter (peter.c@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,

Kristina

Hello there,

Thank you DK666 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Stake Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

All my emails to complaints@stake.com and support@stake.com have gone unanswered. I know the team might have other work to do, but isn't this taking too long? I just want my rightful funds back.

Dear Casino.guru Team,Thank you for reviewing and mediating my complaint about Stake account DK900261. I really appreciate your patience and support in this matter.The withheld amount of 7359 USD is very important to me right now. Due to this situation, I am facing serious financial and personal difficulties. I urgently need access to these funds to stabilize my life.I am fully cooperative and ready to provide any additional documents or information if needed. Please let me know the current status or if there is anything else I can do to help move this forward.Thank you again.Best regards,

Dear DK666,

As previously communicated by our relevant team, in accordance with our regulatory obligations and Clause 4.7 of Stake's Terms of Service, it is a mandatory requirement that all KYC (Know Your Customer) documentation provided is accurate, truthful, and meets the necessary standards. Unfortunately, our review found that your verification submission did not meet these critical standards, which constitutes a direct violation of our terms.

As a result, and in strict adherence to Clause 4.19 and 4.21 of our Terms of Service, we have been compelled to permanently restrict access to your account and withhold the associated funds.

We appreciate your understanding of the importance of compliance with our policies and the role it plays in maintaining a safe and secure community.

Dear Peter,

We have sent an email to you regarding this case.

Kind regards,

Thank you Peter and the casino representative from Stake for taking the time to review my case. I have provided all the details. The documents I uploaded comply with Stake's terms of service, and I have not forged any documents. In China, if you want a bank statement, you can apply for it directly through the bank's app and it will be sent to your email in one minute, so the claim of forgery is completely unfounded. Furthermore, after this incident, you accused me of many things, but you haven't provided any evidence; instead, I have been providing evidence that I haven't violated any account rules. Now, Stake is even refusing to reply to my emails.

Thank you to both parties for the update.

Dear Stake Casino representative, I have responded to your email and I await your response!

Dear DK666, I will keep you updated about any new developments. Thank you for your patience during this time!

Thank you, Peter, and thank you to your team as well. Please let me know if you need any evidence. I will provide it accordingly. Thank you again.

Dear Peter,

We have replied to your email regarding this case.

Kind regards,

Hello DK666,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for providing me with the information Stake Casino representative.

Dear DK666, the casino has provided me with evidence which raises concerns about the validity of your account. As you may know each person may only operate one account in their name and fund it solely with their own funds. As your activity constitutes a clear violation of this policy we are forced to reject your complaint. Thank you for your understanding.

Kind regards,

Peter