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Formal Complaint: Unfair Account Suspension and Arbitrary KYC Demands

Player Name: A. R. Casino: Stake.com Disputed Amount: $480 (Initial Deposit: $2,200)

Description of the Issue: I am filing a formal complaint against Stake.com regarding the unwarranted suspension of my account and their ongoing refusal to release my remaining balance of $480 after a session of football betting.

My account was initially suspended under the pretext of a suspected breach of their Terms of Service.

Following the suspension, Stake requested extensive KYC documentation to lift the restrictions.

These requirements included a selfie with my identification, rent agreement , and three months of payslips alongside matching bank statements to prove my Source of Funds.

I fully cooperated with these requests and successfully completed all required verification steps.

Despite my compliance, Stake support informed me on August 24 that my documents were deemed insufficient to verify the source of my funds.

The casino then introduced highly specific and arbitrary documentation requirements, demanding bank statements and crypto exchange/VASP transaction histories specifically for the period of October, November, and December 2024.

As shown in the verification portal screenshot I have attached image, the system strictly demands original, signed, and stamped payslips, as well as bank statements, exclusively for this exact October to December 2024 period.

I formally raised my concerns with Stake's support team, pointing out that demanding historical financial records dating back nearly two years is irrelevant to my recent activity and appears to be an intentional stalling tactic.

I requested that they immediately review my completed KYC verification, cease these unreasonable demands, and either enable my withdrawal functionality or refund my original deposit back to the source address.

Stake has continually shifted the goalposts, using outdated and overly specific compliance requests as a hurdle to confiscate my funds without valid justification. I respectfully request CasinoGuru's assistance in mediating this dispute so I can successfully withdraw my funds.

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.

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.

• When exactly did you register at this casino?
• Have you submitted any identity documents to the casino for verification in the past?
• Have you previously provided any documents for a source-of-funds verification, particularly in relation to the transactions made in 2024?
• When was the last time you deposited funds into your casino account, and which payment methods have you used?
• Have you made any successful withdrawals from this casino before?

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

Dear Veronika,

Thank you for following up on my complaint. Below are the details regarding my account and transaction history:

 Account Registration: Registered in 2024.

 Identity Verification (KYC): No identity verification documents were previously requested or submitted.

 Source of Funds: No source-of-funds documentation has been requested or provided for the 2024 transactions or subsequent activity.

 Last Deposit: August 15, 2026 — 2,284 USDT (Crypto).

 Previous Withdrawals: Yes, I have successfully withdrawn funds from this account in the past.

Please let me know if you need supporting evidence, such as blockchain transaction hashes, wallet screenshots, or account logs, to proceed with the investigation.

Can anyone please respond on why am I ghosted

Thank you for reaching out and I sincerely apologize for the delay in responding. We are currently managing over 1,100 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Please forward me the documents that you sent to the casino for the verification of your "source of funds" at veronika.f@casino.guru.

Dear Rohit272,

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.