Stake Casino - A conta do jogador está atualmente congelada.

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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 me the remaining documents that you sent to the casino for the KYC verification, along with the communication between you and the casino customer support regarding the verification of your account? My email address is veronika.f@casino.guru.
• Do you have any official, government-issued documents that could serve as your proof of address at this casino?
• What types of games did you play at this casino?
• Is there any chance that someone from your household or using the same IP address also created an account 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

Hello Veronika,

I would like to provide an important update regarding my case and the latest response from Stake.

Stake has now clarified that my account remains restricted due to insufficient verification for both:

Level 3 (Proof of Address)

Level 4 (Source of Funds)

For Level 3,

they stated that documents in my father’s name and the notarized affidavit are not sufficient, as they require an independently verifiable document issued in my own name. In response to this, I have informed them that I will be obtaining a Bank Reference Letter from my bank in my own name (including my full address) and will submit it as soon as it is issued.

For Level 4 (Source of Funds),

Stake mentioned that the documents provided so far (primarily my father’s bank statements) do not establish a clear link between me and the funds used on the account.

To address this, I have now provided them with a detailed clarification explaining the actual origin and flow of my funds.

Specifically, I explained that:

The funds originate from my personal online activities, primarily from trading on Polymarket, where I participated in prediction markets and generated profits through buy/sell positions

I also had additional earnings from online platforms such as Roblox (digital/game-related activities)

All funds were transferred through my personal non-custodial wallet on the Polygon network

No third-party funds were received or mixed

Any repeated deposits and withdrawals were due to normal platform usage, where previously withdrawn funds were reused

I also informed Stake that I am fully able to provide:

My wallet address

Full transaction history (via Polygonscan)

Transaction hashes

Screenshots of my Polymarket activity

Despite my full cooperation and detailed explanation, the issue seems to remain that their system or process is not properly considering combined or alternative proof, and may still be relying heavily on strict document formats.

At this stage, I would kindly request your assistance in the following:

To help ensure that my case is reviewed manually by Stake’s compliance team, considering both:

My real-life situation as a student living with parents

The alternative but legitimate proof I have provided

To advise whether my explanation and blockchain-based proof of funds (Polymarket + wallet history) should reasonably be considered acceptable under standard verification practices

I would like to emphasize that:

I have acted in full good faith

All funds are legitimate, personally owned, and fully traceable

I am fully willing to provide any additional proof required

I truly appreciate your time and support in reviewing my case and helping mediate this situation.

Kind regards,

Abhinav C***

Hello Veronika,

I would like to provide an important update.

Stake has now confirmed that my account is permanently disabled and that I am not allowed to withdraw my remaining balance.

When I requested clarification regarding the specific Terms of Service clause I allegedly breached, they did not provide any details and instead referred me to the general Terms page without explanation.

I am concerned that such a serious action has been taken without any clear reasoning or evidence being provided.

I kindly request your assistance in asking Stake to specify:

– the exact clause allegedly breached

– the evidence supporting this decision

– and the justification for confiscating my balance

I remain fully willing to cooperate and provide any additional information required.

Thank you for your support.

Hello jio1975,

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

No issues, thank you very much for your support stake is ignoring me

Dear jio1975,

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 

Aight thank you, if you need any info let me know

Thank you for your patience, Nicolanovak. Could you please forward me all the emails and communications that you sent to Veronika? My email address is kristina.s@casino.guru. I understand that this is inconvenient, but unfortunately, I don't have access to her emails. Thank you for your cooperation.

Hello there, I have forwarded you the required documents and emails

Update : Stake closed my account and I am not even able to login to contact them on gmail, when I try to email them they sent a bot message saying they don't support via email anymore contact on website, and on website I can't login as account disabled.

All my documents are legit so I don't think what is the problem anymore.

Dear jio1975,

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 jio1975 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 frozen and what we can do to help resolve this issue.

Thank you!

Dear jio1975,

As previously communicated, following a thorough review of your account and the submitted Know Your Customer (KYC) documentation, we have determined that the information provided was misleading.

In line with our Terms of Service (Clause 4.7) and our regulatory obligations, it is essential that all KYC documentation be accurate and truthful in order to protect the integrity and security of our platform.

The submission of misleading information constitutes a serious breach of our Terms of Service. As a result, and in strict accordance with Clauses 4.19 and 4.21 of our Terms, your account has been permanently restricted and the associated funds have been withheld.

For further details, please refer to our Terms of Service: https://stake.com/policies/terms

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 you an email in relation to this case.

Kind regards,

Hello jio1975,

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 jio1975, 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