Stake Casino - A retirada do jogador foi adiada.

I have been trying to get level 3 and 4 verification since January 2025 and keep getting rejected even though I have uploaded official documents from the authorities. Since January 2025 they have been delaying my withdrawal and finding new excuses. Stake.com are definitely scammers. After I earned over 150,000 USD, they refused to pay out the 11,891 USDF and suddenly required verification, but they didn't want to know anything about it beforehand. The deposits are officially made via Binance Exchange - this proof was also provided, including the bank reference and much more.. only the shoe size was not sent, everything else was handed over and uploaded in original with a stamp and signature from the authorities... I am despairing with the unqualified support from stake.com. I would never recommend anyone to send 1 USDT to the platform.

Ich versuche seit Januar 2025 die Verifizierung Level 3+4 zu erhalten, werde dauernd abgelehnt obwohl offizielle Behörden Dokumente hochgeladen werden seit 01/2025 verzögern die meine Auszahlung und finden neue Ausreden, stake.com sind defentiv Betrüger, nachdem die über 150.000 usdt eingenommenen haben weigern die sich die 11891 USDF auszubezahlen und setzten plötzlich die Verifizierung voraus, aber vorher wollten die nichts davon wissen, die Einzahlungen erfolgen offiziell über Binance Exchange - dieser Nachweis wurde auch erbracht inklusive die Bankauskunft und vieles mehr.. nur die Schuhgröße wurde nicht gesendet, alles andere wurde überreicht und in Original mit Stempel und Unterschrift von Behörden hochgeladen… ich verzweifle mit den unqualifizierten Support von stake.com, ich würde niemals jemanden empfehlen 1 usdt in die Plattform zu schicken.

Dear Kadklcr,

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 are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you discussed the issue with casino support? What assistance have you received?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Kadklcr,

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.

Dear Mr. Tomas,

I sent the electricity bill from the state provider with proof of payment from my account, these were rejected, then I sent an official registration address with a stamp and date from the municipality, this was also rejected. This has all been happening since April 26, 2025. Before that, I uploaded the same thing over and over again. You can see in the chat history how unprofessional and with what cheap excuses stake approaches it.

my bank statements for the last 6 months with evidence of the purchase of cryptocurrencies and receipts of loan agreements Binance account statement verified with my receipts all in original pdf for Level 4 verification,

I have been discussing this issue with support since January 2025.

By mail You will find complete communication since January 2025 with many different consultants.

Many thanks in advance,

sehr geehrter Herr Tomas,

ich habe die stromabrechnung vom staatlichen Anbieter mit zahlungsnachweise vom mein Konto geschickt, diese wurden abgelehnt, danach hab ich von der Gemeinde eine offizielle meldeadresse mit Stempel und Datum verschickt diese wurde auch abgelehnt das alles passiert seit 26.4.2025, vorher hab ich immer wieder das selbe hochgeladen sie können im Chat Verlauf sehen wie unprofessionell und mit welche billigen Ausreden stake drauf angeht.

meine Kontoauszüge letzten 6 Monate mit Nachweise für den Erwerb von Cryptowährungen und Eingänge von Darlehensverträge Binance Konto Auszug verifiziert mit meine Eingänge alles in Original pdf für Level 4 Verifizierung,

das Problem bespreche ich mit dem Support seit Januar 2025.

Per Mail tomas@casino.guru finden sie die Komplete Kommunikation seit Januar 2025 mit viele unterschiedliche Berater.

vielen Dank vorab mfg

Thanks for your patience a the provided information.

Could you please share the most recent documents you provided during verification to the casino with me for review?

Send this information to my email at tomas@casino.guru

I apologize for the inconvenience.

Hello Mr. Tomas,

everything is sent out via email.

Thank you.

Hallo Herr Tomas,

ist alles per Mail raus.

vielen Dank.

Thanks for your reply.

I checked the information you submitted; however, only one document was possible for me to check.

It doesn't seem to be among those widely accepted, usually.

The document I was able to review was 'Notice about the fixing of penalty payments' (translated into English)

• Could you please explain the source of your funds and whether you provided the documents in the correct format?

I apologize for the inconvenience.

Unfortunately, the attachments ended up being altered or corrupted. They are not being able to be opened from my side. Please forward similar or other relevant evidence separately. I apologize for the delay.

Hello Tomas,

Attached are 3 more emails sent on May 27, 2025 regarding the file size.

Please check if everything was received correctly this time.

Thanks

Hallo Tomas,

anbei nochmal 3 emails versendet am 27.5.2025 zwecks der Datei Größe.

Bitte im Überprüfung ob diesmal alles richtig empfangen wurde.

Danke

Thank you very much, Kadklcr, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Kadklcr,

I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting Stake Casino to join this conversation.

Dear Peter and Kadklcr,

Firstly, we would like to note that the complainant has been asked on multiple occasions to provide a utility bill along with proof of payment or other acceptable documents for Level 3 verification. 

However, the requested documents have not been submitted. Furthermore, no documentation has been uploaded for review in the past month.

To proceed, the complainant is required to submit a utility bill accompanied by payment proof for Level 3. If this is not available, they may alternatively provide one of the following:

- Council tax, municipality bill, or government-issued tax letter

- Social insurance statement

- An official letter from their employer or educational institution confirming their address (signed and stamped)

- Tenancy agreement

- Reference letter from a bank

- Lease agreement, or proof of apartment/house ownership

Please note that the document must be signed and stamped by the issuing authority, and the address on the documents must be current and match the one on Level 1.

For Level 4 verification, the complainant must upload their bank statements and payslips for the last three months. Alternatively, they may submit one of the following sources of income:

- Tax returns

- Gifts

- Inheritance

- Real estate income

- Business income

- Lottery winnings

- Company sale proceeds

- Divorce settlements

- Loans

- Mining income

All documents must be duly signed and authenticated with the official seal of the issuing authority.

For security and efficiency, all documents must be uploaded directly through the user's Stake.com account via this link:h­ttp­s:/­/st­ake.co­m/s­ett­ing­s/v­eri­fic­ation.

We request that all necessary documents be compiled into a single, unlocked PDF file. Also, please note that original documents are required and must be submitted as photographs. We do not accept photocopied or scanned documents, as well as documents in digital format.

Kind regards,

Thank you, Stake Casino team for clarification.

Dear Kadklcr,

Please submit all required documents to the casino as described above, following their instructions very carefully and let me know when finished.

Hello, I've now uploaded my registered address from the trade office, currently within 6 months, with a stamp and signature from the municipality for Level 3. I also have a loan agreement with the payout to my Binance account for Level 4, scanned, stamped, and signed. Stake is annoying and refuses to confirm the verification despite everything. Best regards.

hallo hab jetzt meine Meldeadresse vom Gewerbeamt aktuell innerhalb von 6 Monate hochgeladen mit Stempel und Unterschrift von der Gemeinde für Level 3. und ein Darlehensvertrag mit der Auszahlung auf mein Binance account für Level 4 original gescannt gestempelt und Unterschrift. Stake ist nervig und weigert sich trotz allen die Verifizierung zu bestätigen. Viele Grüße

Dear Peter,

First, I would like to thank you for your efforts over the past weeks and months. Unfortunately, I have to say that the situation hasn't improved since the beginning. My withdrawal was rejected again, and the suspension has been in place for over six months.

I have uploaded all required documents, including official bank statements, complete and unchanged. I have also uploaded the stamped and signed loan agreement, proof of payment to the Binance account, my current registered address, and a utility bill showing the debit. Despite this documentation, Stake continues to refuse withdrawals and regularly rejects the documents.

All documents are original PDFs issued by the relevant authorities, banks, and official bodies. I am verified with all banks and crypto exchanges, although they have stricter requirements than Stake. Nevertheless, I consider the platform fraudulent because it hasn't made any withdrawals for six months despite providing complete and correct documentation.

Attached is a screenshot of the rejection. I submitted everything correctly, yet the platform refuses to pay out the five-figure sum. I previously deposited and lost over USD 80,000 without any problems. It's extremely disappointing that the remaining funds are being blocked in this way.

Best regards

Sehr geehrter Peter,

ich möchte mich zunächst für Ihre Bemühungen in den vergangenen Wochen und Monaten bedanken. Leider muss ich feststellen, dass sich die Situation seit Beginn nicht verbessert hat. Meine Auszahlung wurde erneut abgelehnt, und die Sperre besteht seit über sechs Monaten.

Ich habe alle erforderlichen Dokumente, einschließlich offizieller Banknachweise, vollständig und unverändert hochgeladen. Zudem habe ich den gestempelten und unterschriebenen Darlehensvertrag sowie den Zahlungsnachweis auf das Binance-Konto, die aktuelle Meldeadresse sowie eine Stromabrechnung mit Abbuchung hochgeladen. Trotz dieser Nachweise verweigert Stake weiterhin die Auszahlung und weist die Dokumente regelmäßig ab.

Alle Dokumente sind Originale im PDF-Format, von den entsprechenden Behörden, Banken und offiziellen Stellen ausgestellt. Ich bin bei allen Banken und Krypto-Börsen verifiziert, wobei diese strengere Vorgaben haben als Stake. Dennoch halte ich die Plattform für betrügerisch, da sie trotz vollständiger und korrekter Nachweise seit sechs Monaten keine Auszahlung vornimmt.

Anbei finden Sie einen Screenshot der Ablehnung. Ich habe alles ordnungsgemäß eingereicht, doch die Plattform weigert sich, die fünfstellige Summe auszuzahlen. Dabei habe ich zuvor über 80.000 USD eingezahlt und auch verloren, ohne Probleme. Es ist äußerst enttäuschend, dass die letzten verbleibenden Beträge auf diese Weise blockiert werden.

Mit freundlichen Grüßen

Thank you Kadklcr for the update.

Dear Stake Casino team,

Could you please specify the issue with the provided documents?

Dear Peter and Kadklcr, 

The complaint did not submit the documents that meet the requirements for Level 3 and Level 4 verification.

For Level 3 verification, they uploaded the same document that had been rejected previously, which was a registration certificate, and the address on it does not match the one on Level 1. 

They must provide us with a bank statement along with the reference letter, photographed in its original form, stamped, and signed by the institution that issued the document.

For Level 4 verification, a loan agreement was submitted, but the details on it do not align with their other previously provided documents. Therefore, they must submit a bank statement showing a transaction for the matching amount as valid proof of income, along with the loan agreement.

For security and efficiency, all documents must be uploaded directly through the user's Stake.com account via this link:h­­tt­p­s­:/­­/st­­ak­e.c­o­m­/s­­ett­­in­g­s­/v­­eri­­fi­c­a­tion.

We request that all necessary documents be compiled into a single, unlocked PDF file.

Thank you for your understanding and cooperation.

Kind regards,

Dear Kadklcr,

Can you explain the differences in your documents?

Subject: Clarification of verification levels and address details

Dear Mr. Peter,

Dear Stake Team,

I would like to clarify at this point that the claim regarding my address on the registration certificate is incorrect. The official registration certificate issued by the municipality clearly states both my primary and secondary residences. There are no other addresses. I verified myself in Stage 1 with exactly the same address.

Regarding the claim regarding Level 4, I would also like to emphasize that this is unfounded. I have provided a loan agreement showing the receipt of USDT into my Binance account and the corresponding wallet number. I would be happy to email these documents to you, Mr. Peter, so you can verify their authenticity.

It's unfortunate that Stake is refusing to complete the verification. Mr. Tomas received all the required documents from me at the time, both for Level 3 and Level 4, including all chat conversations with support since January.

I request that you review this matter again and complete the verification accordingly.

Best regards,

Betreff: Klärung der Verifizierungsstufen und Adressangaben

Sehr geehrter Herr Peter,

sehr geehrtes Stake-Team,

ich möchte an dieser Stelle klarstellen, dass die Behauptung bezüglich meiner Adresse auf der Meldebescheinigung unzutreffend ist. Auf der offiziellen Meldebescheinigung, die von der Gemeinde ausgestellt wurde, sind sowohl mein Haupt- als auch mein Nebenwohnsitz eindeutig vermerkt. Es gibt keine anderen Adressen. Ich habe mich in Stufe 1 genau mit derselben Adresse verifiziert.

Bezüglich der Behauptung zu Stufe 4 möchte ich ebenfalls betonen, dass diese unbegründet ist. Ich habe einen Darlehensvertrag vorgelegt, aus dem der Eingang der USDT auf meinem Binance-Konto sowie die entsprechende Wallet-Nummer ersichtlich sind. Gerne kann ich Ihnen diese Unterlagen per E-Mail zukommen lassen, Herr Peter, damit Sie die Echtheit überprüfen können.

Es ist bedauerlich, dass Stake sich weigert, die Verifizierung abzuschließen. Herr Tomas hat damals alle erforderlichen Unterlagen von mir erhalten, sowohl für Level 3 als auch für Level 4, inklusive aller Chatverläufe mit dem Support seit Januar.

Ich bitte Sie, diese Angelegenheit erneut zu prüfen und die Verifizierung entsprechend abzuschließen.

Mit freundlichen Grüßen,

Dear Kadklcr,

Thank you for your reply. Could you please explain the situation with two different addresses? Which one did you use for registration in the casino? Was it Wolfsburg or Dinkelsbühl?

Dear Mr. Peter, I used Dinkelsbühl, and I have my registration certificate from the Dinkelsbühl authorities with a stamp and signature. I also have the same for Wolfsburg from the municipality; I uploaded both, but they were rejected. Best regards.

Sehr geehrter Herr Peter, Dinkelsbühl hab ich verwendet, und meine Meldebescheinigung liegt von der Behörde in Dinkelsbühl vor mit Stempel und Unterschrift - das selbe hab ich auch für Wolfsburg von der Gemeinde; hab beide hochgeladen wurden abgelehnt. VG

Thank you Kadklcr.

Dear Stake Casino team,

Could you please explain what the problem is exactly, since the player can verify and provide proof for both addresses?

Dear Kadklcr, 

Regarding your Level 3 verification, we kindly request that you submit documents confirming both of your addresses.

Once these documents are uploaded, please inform us, and we will promptly escalate them internally to the responsible team for review. Upon the successful completion of this step, we will then provide you with the required documents and instructions for the remaining verification level.

We appreciate your understanding and cooperation throughout this process.

Kind regards,

Hello,

I have now uploaded the two registration addresses.

issued by both authorities with stamp and signature.

Best regards

Hallo,

habe jetzt die beiden Meldeadresssen hochgeladen.

von beiden Behörden ausgestellt mit Stempel und Unterschrift.

Mit freundlichen Grüßen

Hi all,

Thank you for your replies.

Dear Kadklcr,

Please keep me updated.

Subject: Verification status update

Dear Mr. Peter,

I'm pleased to announce that Level 3 has been successfully verified. Stake has approved the verification.

For Level 4, I have just uploaded the proof of origin. This includes the loan agreement and the original proof of my USDT deposit into my Binance account, with a stamp and signature.

For further information I am gladly at your disposal.

Best regards

Betreff: Aktualisierung zum Verifizierungsstatus

Sehr geehrter Herr Peter,

ich freue mich, Ihnen mitteilen zu können, dass die Stufe 3 erfolgreich verifiziert wurde. Stake hat die Verifizierung genehmigt.

Für die Stufe 4 habe ich soeben die Nachweise der Herkunft hochgeladen. Hierzu zählen der Darlehensvertrag sowie die Nachweise meiner Einzahlung in USDT auf meinen Binance-Account, original mit Stempel und Unterschrift.

Für Rückfragen stehe ich Ihnen gerne zur Verfügung.

Mit freundlichen Grüßen

Thank you Kadklcr,

Let's see how it goes with Level 4.

Subject: Inquiry regarding the submitted documents for Level 4

Dear Mr. Peter,

Stake is currently reviewing the submitted documents for Level 4. Can you arrange for us to contact the Stake Casino representative again to inquire about the status?

Thank you for your support.

Best regards

Betreff: Rückfrage zu den eingereichten Dokumenten für Level 4

Sehr geehrter Herr Peter,

Stake prüft derzeit noch die eingereichten Dokumente für Level 4. Können Sie es veranlassen, dass wir den Vertreter von Stake Casino nochmals dazuholen, um den Status zu erfragen?

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Dear Stake Casino team,

Has there been news regarding the Level 4 verification?

Dear Mr. Jürgen,

Thank you for your message. I'm pleased that Level 4 has now been verified. However, I regret that my account is still not working for deposits, withdrawals, or games.

Best regards

Sehr geehrter Herr Jürgen,

vielen Dank für Ihre Nachricht. Es freut mich, dass die Stufe 4 nun verifiziert wurde. Ich bedaure jedoch, dass mein Account weiterhin nicht für Ein- und Auszahlungen sowie Spiele funktioniert.

Mit freundlichen Grüßen

Thank you Kadklcr for the update.

Dear Stake Casino team,

When will the player be able to withdraw his funds?

Dear Kadklcr and Peter,

Thank you very much for your cooperation throughout this process.

Following our review of the documents and the account, we are pleased to inform you that the restrictions have been lifted. The player should now be able to use the platform.

Kind regards,

Dear Mr. Peter,

Hello dear Stake Team,

I would like to thank you very much for your help in reactivating my Stake.com account. I'm very pleased that deposits and withdrawals, as well as playing, are now working smoothly again.

A big thank you also to the Casino Guru team for their support and quick response.

Thank you for your commitment and support!

Best regards

Lieber Herr Peter,

Hallo liebes Stake Team,

ich möchte mich herzlich bei Ihnen für Ihre Hilfe bei der Wiederfreischaltung meines Stake.com-Accounts bedanken. Es freut mich sehr, dass nun sowohl Ein- und Auszahlungen als auch das Spielen wieder problemlos funktionieren.

Ein großes Dankeschön auch an das Casino Guru Team für die Unterstützung und die schnelle Reaktion.

Vielen Dank für Ihren Einsatz und Ihre Unterstützung!

Mit freundlichen Grüßen

Hi all,

Thank you for your replies and updates.

Dear Kadklcr,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter