Stake Casino - O levantamento dos prémios dos jogadores está atrasado.

I registered with Stake.games, completed the full verification process, uploaded all required documents, and deposited $500 in Dogecoin. After placing just 5 tennis bets, my balance increased to approximately $830. Shortly thereafter, my account was suddenly limited. I placed my bets fairly and honestly because I genuinely enjoy tennis and sports betting. I have not violated any platform rules or terms of service. I am fully prepared to provide any additional documents or complete any further verification if necessary. I simply want to withdraw my lawfully won funds. I have been awaiting a resolution since May 6, 2026. I have contacted Stake support several times regarding this issue, but unfortunately, I have only received generic, templated responses, and in some cases, no response at all from the relevant team. I hope the Stake team will respond publicly and help resolve this issue as soon as possible.

Я зарегистрировался на Stake.games, завершил полный процесс проверки, загрузил все необходимые документы, и положил $500 в Dogecoin.After разместив всего 5 спортивных ставок на теннис, мой баланс увеличился примерно до $830. Вскоре после этого мою учетную запись внезапно ограничили. Я делал ставки честно и честно, потому что мне искренне нравятся ставки на теннис и спорт. Я не нарушал никаких правил платформы и условий обслуживания. Я полностью готов предоставить любые дополнительные документы или завершить любую дальнейшую проверку, если это необходимо. Я просто хочу забрать свои законно выигранные средства. Я жду резолюции с 6 мая 2026 года. Я несколько раз обращался в службу поддержки Stake по этому вопросу, но, к сожалению, я получил только общие шаблонные ответы, а в некоторых случаях вообще не получил ответа от соответствующей команды. Я надеюсь, что команда Stake ответит публично и поможет решить эту проблему как можно скорее.

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 ert3465,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear ert3465,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello. Yes, that happens sometimes — the selfie and identity verification are approved quickly, while proof of address takes longer. Usually, address documents are reviewed manually, so the process can take anywhere from a few hours to several days, depending on the service.

Dear ert3465,

Thank you for your reply.

I am sorry, but I am not sure I fully understand your latest message.

Could you please clearly confirm whether you have already received your funds from the casino?

If not, please let us know whether your account is still under verification, whether the withdrawal is still pending, and what amount is currently waiting to be withdrawn.

Thank you in advance for your clarification.

Karla

Hello again,

I apologize for my previous message; it was sent by mistake.

I have already completed the verification process through Alchemy Veriff, and my identity was successfully verified. After that, I re-uploaded the required documents as requested, but I have not received a response yet.

The screenshot I attached is current and reflects the latest status. You can review it if needed. If any additional documents are required, I am ready to provide them.

I would appreciate it if you could check the status of my application.

Thank you.

Dear ert3465, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

1. I have never withdrawn money from this account before. This was my first withdrawal request.

2. If you look at the screenshot, you can see that I passed identity verification using my driver's license (green checkmark).

3. Without a bonus — just my own money.

4. I have attached a screenshot of the correspondence here. You can take a look.

Dear ert3465,

Thank you for your response and for clarifying the information.

To help us better understand the current situation, could you please provide a screenshot showing the current status of your withdrawal request in your casino account, including any pending amount waiting to be paid?

Additionally, please share any communication you have had with the casino regarding the delayed withdrawal, such as emails, chat transcripts, or screenshots of conversations with support.

You may attach the screenshots directly to this complaint thread or send them to my email address at karla.m@casino.guru.

Thank you very much in advance for your cooperation.

Karla

Hi. I have sent the screenshots to your email.

Hi. I have sent the screenshots to your email.

Dear ert3465,

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, Barbora, (barbora.p@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,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Stake Casino representative to join this conversation.

Dear Stake Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora,

We can confirm that the user was previously notified that their account has been temporarily restricted following indications of a potential Terms of Service breach.

Under Clause 4.8 of our Terms, we reserve the right to request additional Know Your Customer (KYC) documentation at any time. During this review period, both deposits and withdrawals are suspended, which is why the withdrawal option is currently unavailable. These measures reflect our regulatory and compliance obligations and are in place to protect our users and the integrity of the platform.

As part of the enhanced verification process, a verification link was sent to the complainant's registered email address. This step must be completed before proceeding to Proof of Address and Source of Funds verification. Upon reviewing the account, we can confirm that the full verification steps of this process have not yet been completed. A new link was issued and sent to the user on 23 June, so we kindly ask that they complete all required verification steps through the link at their earliest convenience, using either a valid identity document or passport.

Once we receive the verification results, we will provide a further update on the next steps in the account review.

Thank you for your understanding and cooperation.

Kind regards,

Dear ert3465,

Thank you for your patience.

According to the casino, a new verification link was sent to your registered email address on June 23, and they state that the enhanced verification process has not yet been completed.

Could you please confirm whether you have received this email and whether you have completed all the requested verification steps using the new link? If you have already done so, please let us know when you completed the process and whether you have received any further communication from the casino since then.

I look forward to your update.

Hello. I have already written to support chat that I have arrived in Russia, and that foreign websites don't work here without a VPN. But they are not responding to me there. So, can I use a VPN to complete the verification process? (I can provide the required documents for verification.) Will I be permanently banned or will my funds be voided for doing this? Thank you.

Dear Stake Casino,

Thank you for your response.

The player states that they are currently in Russia, where access to your website and the verification link is restricted without using a VPN. They informed your support team of this situation but have not yet received a response.

Could you please clarify whether the player may use a VPN solely for the purpose of completing the requested verification process and confirm that doing so will not result in any additional restrictions or affect their funds?

Alternatively, if using a VPN is not permitted, could you please advise whether the enhanced verification can be completed through another method, such as via email or another secure verification channel?

The player has confirmed their willingness to cooperate fully and provide all requested documents.

Thank you in advance for your clarification.

Dear Barbora,

In accordance with our Terms and Conditions, any attempt to manipulate the location, through the use of a VPN, proxy, or similar services, in order to use the Service while circumventing geo-blocking or jurisdiction restrictions is prohibited.

That said, for this particular verification process, changing the IP address does not affect the outcome of the review. The user can either switch their IP address to access the verification link or complete the process once they're back in their residential country.

Additionally, we can confirm that the user has already been informed of the above by email from our dedicated team.

Should you need any further clarification, please don't hesitate to contact us.

Kind regards,

Dear ert3465,

Thank you for your update.

Based on the casino's response, you may complete the verification by changing your IP address, and they have confirmed this will not affect your account review or funds.

Please let us know once you have completed the verification so we can follow up with the casino regarding the outcome.

Dear Stake.casino team! Dear Casino Guru team!

I sent you all the documents you asked for — utility bills, internet invoices, and my bank statement. I made sure everything was according to your checklist.

But it's been two months now, and my documents keep getting rejected with no real explanation. Honestly, I no longer understand what the issue is.

Could you please just tell me exactly which file has the problem and what needs to be fixed?

I'd really appreciate it if you could give me a clear, point‑by‑point list of what's missing or what I need to correct. I just want to get this sorted out once and for all.

And frankly, given the amount of the winnings, this is not really a sum that warrants such repeated and lengthy verifications. I hope for your understanding and a prompt response

Dear Stake Casino,

Could you please clarify specifically why the player's submitted documents continue to be rejected?

If any of the provided documents do not meet your requirements, please specify which document is problematic and explain what exactly needs to be corrected or replaced. Providing clear guidance will help the player complete the verification process without further unnecessary delays.

Thank you in advance for your cooperation.

.

Hi Barbora. As they asked, I sent them the video a second time. I did everything properly. If they reject it again this time and find hundreds of reasons, it means they don't want me to withdraw my funds. This is already the umpteenth time the Stake team has canceled my verification. Judging by the reviews, it's not just me — they do the same to many others. They ignore verification attempts

Dear Barbora,

As previously mentioned, the user must complete the enhanced verification via the link sent to their email address before proceeding to the Proof of Address and Source of Funds verification. Additionally, they are required to submit the MP4 video with their passport or ID card, as requested in the verification email, to continue the process.

Our team is currently reviewing their submission for this enhanced verification, and we'll provide an update as soon as the review is complete.

Thank you for your understanding and patience.

Kind regards,

Dear Stake Casino,

Thank you for your update.

Could you please let us know once the review of the player's enhanced verification has been completed? If any additional documents or information are still required, kindly specify exactly what is missing so the player can provide it without further delays.

Thank you in advance.

Dear ert3465,

As previously informed by the responsible department, following a thorough review of your account, we have determined that you were unable to successfully complete the verification procedure.

In line with our Terms of Service and regulatory obligations, it is essential that all KYC documentation be accurate and truthful to protect the integrity and security of our platform. The intentional submission of misleading information constitutes a serious breach of our Terms of Service. As a result, your account has been permanently restricted, and the associated funds have been withheld in accordance with Clauses 4.19 and 4.21 of our 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 Barbora,

We have sent an email to you regarding this matter.

Kind regards,

Dear ert3465,

Thank you for your patience. I have received the casino's response and supporting evidence. I will now conduct an internal review before making a final decision, so I am placing a timer on myself for this purpose. I will update you as soon as the review has been completed.

Thank you for your understanding.

Dear ert3465,

Thank you for your patience while I continue reviewing your complaint.

Before I reach a final decision, I'd like to verify one more detail regarding your identity verification.

Could you please send me clear, unedited photos of both the front and back of the exact identity document you used during your Veriff verification with Stake? Please make sure the entire document is visible and that the images are in good quality.

As the document contains sensitive personal information, please send it by email to barbora.p@casino.guru rather than posting it publicly in the complaint thread. The document will be treated confidentially and used solely for the purpose of reviewing your complaint.

Once I receive your email, I'll continue my review and update you on the next steps.

Thank you for your cooperation.

I have sent a photo of the document to your email address. If you need anything else, please contact

Dear ert3465,

Thank you for your update. I confirm that I have received your email.

I have also replied to you with a request for one additional document.

Dear ert3465,

Thank you for your patience and for providing the requested documents during our investigation.

After carefully reviewing all the information and evidence submitted by both parties, including the additional documentation you provided, we have concluded that the identity document used during the verification process contained material inconsistencies. As a result, we consider the casino's decision that the verification requirements were not successfully fulfilled to be justified.

Since the KYC verification process requires players to provide accurate documentation, we are unable to conclude that the casino acted unfairly in this case.

Unfortunately, under these circumstances, we are unable to rule in your favor, and this complaint will therefore be closed as rejected.

Thank you for your understanding.

Kind regards,

Barbora