Stake Casino - Verifieringen av spelarens konto har försenats.

Subject: Stake.com refuses to verify my account despite providing all available documents (€3,100 locked)

Dear Casino Guru

I am asking for your assistance because Stake.com has been refusing to verify my account despite the fact that I have fully cooperated and submitted every document that I am able to obtain.

My account currently has approximately €3,100 locked, and I cannot withdraw my funds.

PROOF OF ADDRESS

I have submitted multiple different documents, but every single one has been rejected for a different reason.

The documents I submitted include:

- Internet bill showing my address (rejected because they claimed it was a telephone bill).

- Bank statement from my ZEN account showing my full name and address (rejected).

- Bank statement from another bank showing my full name and address (rejected).

- An official government-issued document downloaded from the Croatian e-Građani portal with an official stamp showing my address (rejected).

- Account Ownership Certificate issued by my financial institution ZEN (rejected).

Every time I submit a document, Stake asks for something different instead of clearly explaining what would actually be accepted.

SOURCE OF FUNDS

When completing the verification, I honestly declared that I am currently unemployed. I only work seasonal jobs, and I have not been employed for over six months.

Because I do not have a job, I do not have payslips for the last three months.

I explained this to Stake more than 30 times through live chat and email.

My bank statements clearly show my incoming transactions. These transfers come from my family and friends, which I also explained to Stake several times.

Despite knowing that I am unemployed, Stake continues demanding payslips that simply do not exist.

BANK REFERENCE LETTER

Stake also requested a Bank Reference Letter.

I contacted my financial institution (ZEN) and asked them for this document.

ZEN officially informed me that they do not issue Bank Reference Letters because they are not a traditional bank. Instead, they issue an Account Ownership Certificate, which I submitted to Stake.

Even after explaining this and providing the official certificate issued by ZEN, Stake still refused it and continued requesting a document that my financial institution cannot issue.

MY CONCERN

It feels like every time I provide the requested documents, Stake changes the requirements and asks for something else.

I have now submitted at least six different documents for Proof of Address and several documents for Source of Funds.

Instead of offering an alternative verification method, they keep requesting documents that either do not exist or cannot be issued in my situation.

I am fully willing to cooperate and provide any legitimate documentation that actually exists.

I can also provide Casino Guru with screenshots of my conversations with Stake support, emails, my communication with ZEN regarding the Bank Reference Letter, and all documents that I have already submitted.

I kindly ask Casino Guru to contact Stake.com and help resolve this matter so that my account can finally be verified and I can withdraw my funds.

Thank you very much for your time and assistance.

Kind regards,

[Redacted]

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 campi91,

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.

Are there any documents in your account that are currently pending verification? If so, have you received any communication indicating the status of your latest document submission?

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

Best regards,

Attila

I sent all documents over 6 or 7 times, and each time he refused them and asked for something new. For example, for proof of address, I sent two different bank statements from official banks where my name, last name, transactions in the last 6 months, and so on, were visible. Then I sent official government proof of address from my country, but he refused it again and asked for something else. I sent official bank account proof of ownership, and he refused that too. It looks like he doesn't want to withdraw my money, and he keeps sending me the same message every time I upload something.I can send my documents to you and you can check.I send different 6 proof of adress and he again and again say something new.

Every bookie or any institution accept my documents only stake refuse and make problems.When upload one document he said and ask others .And on this way I go in circle last 3 weeks.Can got help I can send my documents to you and you can simple check I have 5 different documents with proof of adress --> official documents from my goverment and banks!

Hello campi91,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Thank you for your update.

I would like to let you know that I have all the necessary documents ready at any time. I can provide three different bank statements, proof of address issued by the government, proof of address issued by my bank, as well as an official bank account ownership certificate, which also clearly shows my address.

Therefore, there is no issue with providing any documents that may be required at any point during this process.

I will wait for your response and hope this matter can be resolved as soon as possible.Take your time ,no problem I wait

Kind regards,

campi91

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

I send all my private data and all my documents in pdf to your email.You can check all and see.

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, Jana (jana.k@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,

Attila

Dear campi91,

My name is Jana, and I will be assisting you with resolving your complaint from now on. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and do my best to help resolve this matter as soon as possible.

I would now like to invite the Stake Casino representative to join the conversation and cooperate in resolving this complaint.

Dear Casino Representative,

Could you please clarify the reason for the delay in processing the player’s withdrawal request and provide any relevant information regarding the current status of the payment?

Thank you in advance for your cooperation and for providing the requested information.

Best regards,

Jana

Dear Jana,

As previously communicated to the complainant via the email address registered to their Stake account, additional verification was requested as part of an ongoing compliance review. Until this review has been successfully completed, certain account services, including withdrawals, will remain temporarily restricted in accordance with our regulatory obligations.

As outlined in Clause 4.8 of our Terms of Service, Stake may request additional Know Your Customer (KYC) documentation at any stage of the verification process, and we reserve the right to restrict access to certain services, including withdrawals, until the required verification has been successfully completed. These measures form part of our regulatory and compliance obligations.

Regarding Proof of Address, the complainant's last submitted document was identified as a mobile phone bill and rejected as this document does not meet our accepted document criteria. Since the last rejection, the user has not provided any new documents for more than 40 days.

To proceed, the complainant must submit one of the following:

• Utility bills (electricity, gas, water, internet, or television) issued within the last three months, together with proof of payment for each bill.
• A Bank Reference Letter accompanied by a bank statement, issued directly by the bank and including the player's full name, residential address, bank contact details, account information, and date of issue.
• A tenancy agreement.
• An official letter from an employer or educational institution confirming the player's residential address, signed and stamped by the issuing authority.
• A council tax, municipality, or government tax document.

To verify Source of Funds, we understand the complainant has explained they are currently unemployed and do not have payslips, with their bank statements showing incoming transfers from family and friends. Should they wish to proceed with this route, we would require a written donor statement confirming the gift amount, date, and relationship to the recipient, alongside the corresponding bank statement.

For completeness, should any of the following apply instead, the following Source of Funds documents are also accepted:

• Payslips covering the last three months, together with matching bank statements clearly showing the corresponding salary payments.
• Tax returns showing the taxpayer's name, social security number, adjusted gross income, and a consistent income history.
• Investment statements showing the customer's name, account number, brokerage details, investment value, and any dividends or interest earned.
• Real estate documentation, including a copy of the deed or title together with a property tax bill.
• Cryptocurrency mining income documentation, including a mining ledger, wallet address, and transaction hash.
• Inheritance documentation, including a copy of the will or trust document together with the death certificate.
• Company sale documentation, signed by a licensed solicitor or regulated accountant on official letter-headed paper.
• Loan documentation, including a fully executed, signed and stamped loan agreement together with a bank statement showing receipt of the funds.
• Lottery winnings, supported by the official receipt and documentation demonstrating the origin of the deposited funds.
• Divorce settlement documentation together with a bank statement confirming receipt of the funds.
• Business income documentation, including business licences, tax returns, and financial statements.

Please note that documents may need to be signed and stamped by the issuing party, or notarised, depending on the type of document. All documents must be submitted as original photographs or unlocked PDF files through the verification section of the player's Stake account: https://stake.com/settings/verification.

Once the required documentation has been successfully submitted and verified, our team will be able to continue the review and provide a further update accordingly.

We appreciate the player's continued patience and cooperation throughout this process.

Kind regards,

Dear campi91,

I kindly ask you to comply with the casino's request and provide the additional verification documents. Once you have submitted them, the casino will be able to proceed with the verification process.

If you have any questions, please do not hesitate to contact me.

Thank you for your cooperation.

Kind regards,

Jana

Hello,

I have submitted all the documents requested by your agent, Atilla. As you can see, I have provided multiple documents as proof of address, but every time I submitted one, Stake.com changed their requirements and asked for something different.

For proof of address, I submitted the following documents:

- Internet bill

- Bank statement from one bank

- Bank statement from another bank

- Official confirmation that I am the owner of my bank account

- An official government document showing my address with an official stamp

- Finally, I contacted my bank, ZEN, and asked them to issue an official document confirming my address. I submitted that as well.

Every single one of these documents was rejected.

I do not have any other documents that I can provide because I live with my parents, and they pay the household utility bills.

Regarding the source of funds, I also submitted everything that was requested. My bank, ZEN, informed me that they do not issue a bank reference letter. Instead, they provided an official document confirming that I am the owner of my bank account, and I submitted that to your agent, Atilla, for review.

At this point, it seems that Stake.com is intentionally refusing to verify my account and continues to create new obstacles, even though I have already submitted more than seven different official documents.

I am fully willing to cooperate and provide any document that actually exists. However, the documents they are requesting simply do not exist in my situation, and I cannot provide something that neither my bank nor the relevant authorities can issue.

PS: all official bookies and institution accept this document only stake not!!

Dear Stake Casino representative,

I hope this message finds you well. I would greatly appreciate it if you could provide clarification on the reasons for the rejection of all documents submitted by the player. Additionally, could you please specify which documents are required in this particular case, especially considering the player's current unemployment status? Thank you for your continued assistance and support.

Dear Jana,

Regarding Proof of Address, as noted in our earlier response, the internet bill was identified as a mobile phone bill, which is not an accepted document. The government-issued document referred to by the complainant was submitted in electronic format; for documents of this nature, an original version bearing a physical stamp and signature is required. We would also note that, where utility bills are submitted, proof of payment confirming each bill has been settled is required alongside the bill itself; an invoice showing an amount due does not, on its own, satisfy this requirement.

The bank statement and Account Ownership Certificate, while confirming the individual holds an account with his financial institution, do not meet the requirements of a Bank Reference Letter, which must be issued directly by the bank, signed and stamped by a bank officer, and clearly confirm the account holder's banking relationship and account details.

Regarding Source of Funds, the same Account Ownership Certificate would similarly not satisfy this requirement, as it confirms account ownership rather than the origin of the funds themselves, and does not fulfil the purpose of this verification stage, which is to establish that funds used on the platform originate from an identifiable and legitimate source. The complainant submitted bank statements and explained that these transfers come from family and friends; where this is the case, this may be resolved through a written gift letter, confirming the amount and date of the gift, along with the relationship between the donor and recipient, signed by both parties. This should be submitted alongside a bank statement clearly showing the corresponding transaction.

For reference, the full list of accepted documents for each verification stage was outlined in our previous message. Once the applicable documents referenced above are ready, we would kindly ask that these be uploaded through the verification section of the Stake account in question: https://stake.com/settings/verification, so that our team can proceed with the review accordingly.

We appreciate the continued patience and cooperation throughout this process.

Kind regards,

Dear campi91,

I hope this message finds you well. I would like to respectfully remind you to adhere to the previous communication from the casino. Please understand that the Know Your Customer (KYC) process is a crucial and necessary step, ensuring that funds are directed to their rightful owners. Since casinos cannot physically verify the identity of every player, this procedure is essential for completing the verification process. We kindly ask you to confirm whether the required documentation has been submitted accordingly. Thank you for your understanding.

Dear Jana,

Thank you for your clarification.

I would like to explain my situation in more detail and ask you to clarify exactly which documents I can provide in my particular case.

I have already submitted almost all of the documents that I have available.

Regarding my Proof of Address, I live with my parents and therefore I do not have utility bills in my own name. I have already submitted documents from my ZEN account showing my name and address, as well as other documents that I have available.

Regarding the Bank Reference Letter, my online bank is ZEN.COM, based in Lithuania. I have already contacted ZEN regarding this matter several times, but they do not provide the type of Bank Reference Letter that you are requesting. I have already submitted the Account Ownership Certificate and the statements/documents that ZEN provides to me.

Regarding the Source of Funds, I would like to clarify that the funds used for my Stake account do not come only from my bank account.

I have been gambling for approximately 15 years. Around 12 years ago, I also started purchasing and holding cryptocurrency. I have kept cryptocurrency in my own personal wallets for many years, including Trust Wallet, and I sometimes use my own cryptocurrency holdings for gambling and betting.

The deposits to Stake were made using cryptocurrency from my own personal wallet, including Trust Wallet. Therefore, I would like to know what specific documentation you require to verify the source of these cryptocurrency funds.

I can provide the relevant blockchain transaction details, including wallet addresses and transaction hashes, showing the transfers from my personal wallet to Stake, as well as any other information available to me that can demonstrate the origin and ownership of the cryptocurrency.

In addition, some funds that have appeared in my bank account were transfers from family members and friends. These were personal transfers and not business income. I can provide bank statements showing these transactions and explain the relationship and purpose of the individual transfers where necessary.

I have also had gambling winnings at other online and land-based casinos in Croatia and elsewhere over the years. Some of my current cryptocurrency holdings originate from my personal cryptocurrency investments and, historically, from gambling activity.

For transparency, since opening my Stake account I have deposited approximately €6,300 in total and withdrawn approximately €3,500 before my account was restricted.

I would therefore kindly ask you to tell me exactly what documents you require from me in order to verify the source of the funds used for my Stake deposits.

In particular, please confirm whether the following would be acceptable:

1. Trust Wallet transaction history and relevant blockchain transaction hashes showing the transfers to Stake.

2. Evidence showing that the relevant wallet belongs to me.

3. ZEN bank statements showing my personal funds and incoming transfers.

4. My ZEN Account Ownership Certificate, which I have already provided.

5. Documentation relating to my salary/personal income, where applicable.

I would also like to emphasize that I have already submitted almost all documents available to me and I am willing to cooperate fully with the verification process.

If a Bank Reference Letter from ZEN.COM is absolutely mandatory, please let me know what alternative document you can accept, because ZEN has informed me that they do not issue the specific type of letter requested.

I would appreciate it if you could provide me with a precise list of the remaining documents required, rather than asking me to submit documents that are not available to me.

Kind regards,

Dear campi91,

Thank you for your message. I would like to kindly remind you to review the previous message from the casino. Please note that your documents, including your ID, must remain unaltered and cannot be submitted with any modifications. You can complete the submission of this and other documents through the following link: https://stake.com/settings/verification. If you experience any difficulties, please feel free to reach out to me or contact the casino's customer support via live chat or email.

Hello Jana

Stake still not whant verified me...

I upload two different bank/card statement and card ownership I upload goverment proof of adress for proof of adress and stake automatic refuse this after 10 minutes...

This is official document wich I have and not know why this stake do

Bill account not have because not pay nothing in my house expect internet bill and stake and this refuse...Can help me??

Dear Stake Casino representative,

We kindly request your assistance in clarifying the reason for the rejection of the player's submitted documents. Understanding the rationale behind this decision would greatly help us navigate this situation effectively. We genuinely appreciate your ongoing support and cooperation in this matter.