Stake Casino - プレイヤーのアカウントは閉鎖されました。

Hello,

I am submitting a complaint regarding my Stake.com account.

Stake asked me to complete verification by submitting a selfie while holding my ID card. I provided the requested selfie and my account was verified.

After that, I was asked to submit utility bills. Once I sent the utility bills, my account was suddenly disabled. I was not allowed to withdraw my remaining balance.

I am not even in profit. I am only asking to withdraw at least my total deposits.

I would like this situation to be reviewed and I kindly request a clear explanation for disabling my account and withholding my funds.

Thank you.

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 Maha98,

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 can 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 let me know which other verification documents you have already provided and when exactly you sent 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 resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Petra

Dear Petra,

Thank you for your reply.

I submitted the requested documents, including utility bills for the last three months and proof of payment, approximately 7 days before my account was disabled.

To the best of my knowledge, I provided all the requested documents in the correct format. After submitting them, my account was disabled and I was informed that I allegedly breached the Terms of Service, but I was not given a clear explanation of what specific rule I violated.

I still have access to my account and can log in, however withdrawals are blocked and the account remains disabled.

I am willing to fully cooperate and provide any additional information if necessary. I kindly ask for a clear explanation of the alleged breach and a review of my case, as well as the possibility to withdraw my remaining balance.

Thank you for your assistance.

Best regards,

Thank you for your reply and for providing the previous details, Maha98.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I have now sent all the requested screenshots, including my communication with the casino. Please let me know if anything else is needed.

Dear Maha98

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 Romi (romana.r@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,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Stake Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Stake Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Maha98,

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 Romi,

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

Kind regards,

Dear Stake Casino,

Thank you for the information and the evidence you have provided. We sincerely appreciate your cooperation.

Dear User,

After reviewing the evidence submitted by the casino in relation to your verification documents, we have determined that some of the documents appear to have been altered. This behavior is against the established rules of most, if not all, online casinos.

In light of this finding, we must unfortunately reject your complaint at this time. We strongly encourage you to refrain from such practices in the future, as they hinder our ability to assist you. We do not condone such actions, and we regret to inform you that we will be unable to offer any further assistance should this behavior continue.

Thank you for your understanding.

Respectfully,

Romi