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I registered on the stake, made a deposit of $1000, the balance became $1808, I wanted to withdraw the money and simply couldn’t, they asked me for verification.

First, I uploaded my national passport and a selfie with it. Then, a selfie with my passport and a piece of paper with my username and date written on it.

Next, I sent them an electricity bill to confirm my address. They then requested a bank statement showing the transaction details, and then a letter of guarantee from the bank. I provided all of this, and ultimately, they simply said the account was blocked and withdrawals were unavailable.

Я зарегистрировался на стейке, сделал депозит в 1000$, баланс стал 1808$ захотел вывести деньги и просто не смог, у меня запросили верификацию.

Сначала я скинул свой паспорт национальный, селфи с паспортом. Далее селфи с паспортом и листком бумаги где было написан мой логин и дата.

Далее я отправил им выписку за электричество для подтверждение адреса. Далее они запросили выписку из банка с движением средств, далее запросили гарантийное письмо из банка. Я все это предоставил и как итог в итоге они просто сказали что аккаунт заблокирован и вывод средств недоступен.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Dear player,

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

• When did the casino request you to pass KYC verification?
• Could you please advise when exactly you sent each of the documents?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Were any of the documents approved or explicitly rejected?

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, 

Natalia

Around September 10th-12th, they asked for my passport and utility bill. I sent my passport and electricity bill the next day. Later, I didn't log into my account until the 20th of September and saw they'd requested a selfie with a piece of paper with my username and date written on it. I took a selfie with the piece of paper and my passport in the background, along with two photos from the main page of my passport and my registration page. I sent it to them, and they immediately indicated that a utility bill wouldn't work. I sent them a bank statement with the transactions they requested. Three days later, they asked for a letter of guarantee from the bank in my name. Of course, I asked the bank for it and sent it to them. They checked again for three days and then asked for a letter of guarantee from the bank with my address. I asked the bank for this letter as well and sent it to them, always accompanied by a bank statement with the transactions.

There were so many of them, ranging from September 10th to October 5th.

Provided everything they asked for.

All the documents were accepted, except at the end they said they had closed my account. I sent the letter of guarantee twice.

Примерно 10-12 сентября запросили паспорт и жкх, я отправил на следующий день паспорт и выписку счета за электроэнергию. Позже, я не заходил на аккаунт, зашел в 20 числах сентября и увидел что они запросили селфи с листком бумаги на котором написан логин и дата, я сделал селфи с листком бумаги и своим паспортом на фоне, две фотографии с главной страницы паспорта и со страницей моей прописки. Отправил им, они следом указали что счет за коммунальные услуги не подойдет. Я отправил им выписку из банка с транзакциями как они просили. через 3 дня они попросили гарантийное письмо из банка на мое имя. Конечно же я попросил его у банка и отправил им. 3 дня они снова проверяли и попросили гарантийное письмо из банка с указанием моего адреса. Я и это письмо попросил у банка и отправил им. Везде сопровождая выпиской с транзакциями от банка.

Их было так много, в диапазоне с 10 сентября по 5 октября.

Все предоставил что они просили.

Все документы были приняты, за исключением того что в конце они сказали что закрыли мой аккаунт. Когда я отправил гарантийное письмо дважды.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

The entire conversation was in the chat, but unfortunately, they only have the part from October. I sent you an email with a text file of the entire chat conversation.

Вся переписка была в чате, но к сожалению у них осталось только та часть что была в октябре. Отпраивл Вам письмо на почту с текстовым фалом всего общения в чате

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 Dadymen22,

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 information regarding the circumstances that prompted the closure of the player account and the non-processing of the withdrawal?

It appears that the player submitted multiple documents for KYC verification as per your request; therefore, I would like to understand why this was not sufficient.

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 Dadymen22,

As informed by our customer support team, you will no longer be able to use our services due to a breach of our Terms and Conditions.

Dear Michal,

We have already sent an email regarding this case.

Kind regards,

Thank you for your email with the information and evidence, Stake Casino Team.

Dear Dadymen22,

Following a comprehensive review of the information and evidence we could gather, I must regrettably inform you that we cannot proceed further with this case.

Compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations is a fundamental requirement across the industry. These regulations mandate the submission of valid, genuine and original documents in the player’s name. Unfortunately, in this instance, some documents you have provided for the KYC and AML process do not fulfil this criterion.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules, to which you agreed when you created your account.

Your failure to meet the KYC and AML requirements leaves no room for further action, and this complaint will now have to be closed as rejected.

Should you face any challenges with this or any other casino in the future, please do not hesitate to contact us. We will try our best to help.

Best regards,

Michal

Casino Guru