Stake Casino - A conta do jogador foi encerrada.

Hello,

My Stake account (username: [hidden by Casino Guru]) was blocked on July 26, 2025, shortly after a cryptocurrency deposit was made. I can confirm and verify the existence of the wallet that was used for the deposit. 

I attempted to complete KYC Levels 3 and 4, but each verification attempt was rejected without any specific explanation. I submitted valid documents multiple times, carefully following the instructions, but received only vague or automated responses from support.

Eventually, my account was blocked on the basis of an alleged violation of the Terms of Service. This accusation is completely false and defamatory. I have not violated any rules, and no evidence has been provided to justify this claim.

To summarize:

- KYC Level 3 and 4 submissions were ignored or rejected

- Support has not offered any real feedback

- My account remains blocked with no access to funds

I respectfully request that the Stake team review my case fairly and provide a clear explanation or resolution. At least let me withdraw my own funds from my balance.

Thank you.

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 kindly specify which documents you submitted for your KYC Level 3 and 4?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• Could you please clarify if the casino specified which rules of the Terms and Conditions you allegedly broke?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear multik,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved reach a satisfactory conclusion.

The player sent us the following email:

Hello Veronika,

Thank you for your reply. I will provide detailed information regarding my situation:

1. To complete KYC levels 3 and 4, I submitted the documents listed as acceptable. For level 3, I provided a utility bill for the last 3 months, as well as a PDF file from my bank confirming the payment of that utility bill. For level 4, I submitted documents proving the source of funds, including a microloan agreement and a PDF file from my bank confirming the deposit of these funds taken from the microloan.
2. I did not manage to play any games, as my account was blocked immediately after I deposited funds, without any explanation.
3. I had no winnings and did not use any bonuses.
4. Initially, in the "Wallet" section, there was a message about suspicious activity, although I had not engaged in any suspicious actions. Later, this was changed to "violation of terms." However, support did not provide a clear response and did not indicate which specific rules I allegedly violated.

At the moment, my account remains blocked with no access to my funds. I have not violated any terms, so I kindly ask you to review my case impartially and help either restore access to my account or at least allow me to withdraw my own funds.

Best regards, Aleksandra.

Could you please specify which payment method you used for depositing money into this casino? Specify the name of the wallet and the currency used.

Is there any chance that someone from your household or using the same IP also created an account at this casino?

Have you used any VPN or IP masking software to alter your real location while accessing the casino website?

Hello,

In response to your questions:

1. The payment method used to fund my account was LTC (Litecoin) cryptocurrency, wallet- Bybit, currency-LTC.
2. It is excluded that any of my family members or anyone else using the same IP address created an account at this casino.
3. I used a VPN because I live in Russia, and without it, access to the website is impossible-the site simply does not open without a VPN.
4. I registered from my phone, then made a deposit, and later logged into my account from a computer to play there. It is possible that the account was blocked because of this.

Could you please let me know if this information will help with unblocking my account? If you need any additional data or confirmations, I am ready to provide them.

Best regards, Aleksandra

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello multik,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and see if I can help somehow.

We would like to invite Stake Casino to join the conversation.

Dear Stake Casino,

Could you kindly share more specific information regarding the circumstances that prompted the closure of the player account? The player indicated that this occurred shortly after they made a deposit. I completely understand your authority to require the player to complete a KYC verification; however, it appears that the player was not sufficiently informed about the reasons for their inability to finalize the Levels 3 and 4 KYC verification.

Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me via MS Teams or at michal.k@casino.guru

Dear Michal,

The user was informed on July 26th that, during a routine security check, our system detected suspicious activity on their account. As a result, they were asked to complete an enhanced verification.

Dear Multik,

As previously informed by our customer support team, the documents you have submitted for Level 3 verification remain incomplete. Our team has already requested multiple times that you provide utility bills covering three consecutive months, along with proof of payment. Unfortunately, these documents have not yet been supplied, and until they are, the restrictions on your account will remain in place.

Please note that the files provided so far were either blurry, incomplete, or covered only a single month. We kindly ask that you submit the correct documents so that we can proceed with reviewing your case.

We appreciate your understanding and cooperation.

Kind regards,

Dear multik,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru