Stake Casino - O saque do jogador está atrasado devido a problemas com o KYC (Conheça Seu Cliente).

Stake.com has been delaying my KYC verification for more than a year. I submitted all requested documents multiple times, but the casino keeps saying that the verification is "in progress" without taking any real action.

Because of this delay, my withdrawal is blocked and my winnings are being withheld without any valid reason. This looks like an intentional stalling of the KYC process.

I’m requesting Casino.guru’s assistance in resolving this issue and helping ensure that my KYC is completed and my winnings are paid out.

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 veronikag,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a critical 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 some time to complete this thorough process. There is no standard practice regarding verification, and we are not in a position to penalize casinos for how they decide to manage their verification process.

To clarify the issue:

• How many times have you submitted these documents?
• Could you please let me know which 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?
• Did you upload the source of your Funds in the correct format to complete step 4 of the Verification, please?

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

4 or 5 times

Bank statement, last one around one week ago

Yes

Yes

The previous review of the bank statement took about three months and was then rejected with a request to upload a new statement. In a month, the most recently uploaded statement will also become outdated and will have to be updated again. It looks like intentional stalling.

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

Could you provide any additional communication you had with the casino regaridng your KYC? 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.

Hi, there is no any special conversations, just livechat time to time to check the status and get "rejected"

Dear veronikag

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 Kajka (karla.m@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 veronikag,

My name is Karla, and I will now be assisting you with your complaint. Thank you for your patience so far.

At this point, I would like to kindly invite Stake Casino’s representatives to join this thread and provide their explanation.

Could you please clarify:

• What specific issue prevents the successful completion of the verification process?
• What exact documents or corrections are still required from the player?

To ensure full transparency, please also provide any and all evidence supporting the KYC refusals, including internal notes, verification reports, or compliance justifications.

Our goal is to understand the reasons behind the prolonged delay and help both sides reach a fair resolution.

We appreciate your cooperation and look forward to your response.

Dear veronikag,

As previously communicated, your account has been temporarily suspended due to indications that it may have breached our Terms of Service.

In accordance with Clause 4.8 of our Terms, we may request additional Know Your Customer (KYC) documentation at any time. During this review period, both deposits and withdrawals remain paused, which is why the withdrawal option is currently unavailable. For full details, please refer to our Terms of Service: https://stake.com/policies/terms.

To proceed with the review and assess the possibility of lifting these restrictions, we kindly request that you complete all verification steps by submitting the documents outlined below.

Level 3 verification:

Please upload utility bills for August, September, and October 2024, along with proof of payment for each bill.

Level 4 verification:

You are required to submit payslips and bank statements for the same period (August, September, and October 2024). Please ensure that the bank statements clearly show the salary deposits that correspond to the payslips provided.

For security and efficiency, all documents must be uploaded directly through your Stake.com account via the following link:

https://stake.com/settings/verification

We kindly request that all required documents be compiled into a single, unlocked PDF file. Please note that original documents are required and must be submitted as photographs. We do not accept photocopied or scanned documents, nor documents in digital-only formats.

Regarding previous submissions:

The documents provided earlier did not meet the verification requirements. For Level 3, only a single utility bill from November 2025 was submitted, and for Level 4, only bank statements for September and October 2025 were provided. To proceed, please submit all required documents covering the full period specified above.

We understand that gathering these documents can take some time and we appreciate your cooperation. Once we receive all the required documentation, we will review your account and keep you informed every step of the way.

Kind regards,

Dear veronikag,

Thank you for your update.

Based on the casino’s latest response, Stake Casino has clearly outlined the additional documents required to complete your KYC verification. To allow the review to continue and to avoid further delays, I kindly ask you to upload the requested documents exactly as specified through your Stake account.

Once you have uploaded the documents, please let me know here in the thread so I can follow up with the casino and monitor the progress of your verification.

I understand how frustrating this situation has been, and I’m glad to assist you through the next steps. Thank you very much for your cooperation, and please keep me updated.

As for the electricity bill, it is issued once every three months. The most recently uploaded bill and its payment cover the period from August 1 to October 31. This has been sent. You also request utility bills for 2024; however, they were discarded a long time ago. In addition, address verification was successfully completed at that time, so only my current address for this year is relevant.

Regarding the bank statements, they were provided for the most recent three months, as well as for a three-month period one year ago (2024).

Dear Stake Casino Team,

Thank you for your response.

The player has clarified an important point regarding the requested documents:

• The electricity bill is issued quarterly, and the bill submitted covers August–October, which corresponds to the period you requested.

• Older utility bills from 2024 are no longer available, which is a common situation, and the address was reportedly verified at that time.

• Bank statements and salary documents for the requested periods have already been submitted.

To allow the case to move forward, I kindly ask you to clarify:

• Whether the quarterly utility bill for August–October can be accepted in place of monthly bills

• What reasonable alternative can be provided if historical utility bills from 2024 are unavailable

• Whether the documents submitted for Level 4 verification are sufficient, or what exactly is still missing

Given the length of this verification process, a clear and practical resolution path is essential at this stage.

Thank you for your cooperation.

Casino Guru, why was my previous reply not published?

The bills and their payment confirmations were provided back in 2024, and the proof of address was successfully verified (I sent you the relevant screenshot). At this point, it is not possible to retrieve those bills, as they were discarded a long time ago.

The bank statement for 2024 was also sent to Stake multiple times. However, in this complaint one set of documents is being requested, while a different set is requested in the personal account.

Dear Veronikag,

We appreciate your cooperation during this process.

As you are aware, your verification was successfully completed and you were able to withdraw your account balance. As mentioned in the message sent 4 days ago to your registered Stake account email, you will no longer be able to use our services.

Dear Karla,

Considering the above, we kindly request that this complaint be marked as resolved.

We appreciate your understanding.

Kind regards,

Dear veronikag,

Thank you for the update.

To allow me to properly conclude this complaint, could you please confirm whether:

• Your account verification has been fully completed, and

• You were able to successfully withdraw all remaining funds from your Stake account

Once I receive your confirmation, I will proceed with closing the complaint accordingly.

Thank you very much for your cooperation.

Dear veronikag,

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,
Karla
Casino.Guru