Stake Casino - El retiro del jugador se retrasa debido a problemas con el KYC (Conozca a su Cliente).

For the past 2-3 months , I have been in KYC (they demand level 4 verification ) .

We are talking about ~4k $$ blocked .

I even took a one month timeout from talking with them because they were insanely dumb / unhelpful and it was literally tilting me on a day to day basis

I have had an account for over an year . Used mostly for betting / casino games . Had a few cashouts in the past , I'm probably around break even . At the end of August they decide to lock my account asking for Proof Address / Funds

Proof of address takes ~5 days . I had to download & print several bills . For those that don't know , their KYC process requires you to have the documentation printed , showing all corners , sometimes even stamped . After a lot of documents send back and forth , they finally accept it .

The "fun" part starts at proof of funds . I am playing poker for a living . I don't get payslips in poker , at least not traditional ones .

Investment Statements:

Must include the customer's name, account number, and brokerage firm's name and address. It must also show the value of the investments and any dividends or interest earned.

Real Estate:

Must include a copy of the deed or title and a property tax bill

This is from their list of accepted documents for Proof of funds .

I have sent multiple documents :

- utilities bills

-tax cleareance certificate

- income tax from anaf.ro (ROMANIAN FISCAL WEBSITE) showing the taxes I paid for 2024

-printed screenshots showing my stock portofolio

-printed screenshots showing my crypto portfolio

-contract of apartment/house I own (and the tax for it also)

-contract of sale for another apartment (I sold it last year ) & bank statement with the transaction for this (with Letter of Recomandation from bank)

probably some other documents I forget about now

Meanwhile , their support is the worst I have encountered . They are clueless , they don't reply useful information back to you , all they have is generic (seems like AI generated/assisted) responses , telling you to check the documents needed to send , not even giving replies from reviewing team .

For what it matters , I'm 86% gold , close to being platinum 1 . Wagered ~150k in last year

What can I do legally vs them in this point ? They have locked my money , they keep asking for documents I can't provide and are being very unhelpful . I have sent more documents to them than any other KYC I have done in the past . They reply slowly to messages when I asked them to explain further what I should send . Multiple documents I sent came back as "invalid" without explaining what I should send . They have a reviewing team & customer support team . You talk with customer support and they rarely explain stuff just say Yes / No . I'm stuck on last level of KYC for past 2 months . I play poker on various websites and passed KYC everywhere without any issue

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.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear how long and stressful this KYC process has been for you. I understand how frustrating it is to have your account locked for months and to feel like you aren’t receiving clear guidance about which documents are actually required.

To look into this properly, I will need to ask you a few questions first:

1. Did the casino give you any specific explanation for rejecting your Proof of Funds documents? If they sent reasons for invalidation, please share them with me at veronika.f@casino.guru. If they did not explain anything, that’s important information too.
2. When was the last time you submitted a document serving as your proof of funds to the casino?
3. Have you sent any proof of your poker winnings to the casino for verification?
4. Has the casino suggested any alternative documents you could send as your proof of funds?

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

I have sent a reply through email . If needed , I can post here aswell what I said in the email ( veronika.f@casino.guru )

Dear Dannyz0r

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, Michal (michal.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,

Veronika

Hello Dannyz0r,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I’ll reach out to the casino team to better understand the circumstances and see if there’s any room for clarification or resolution.

We would like to invite Stake Casino to join the conversation.

Dear Stake Casino,

I kindly request clarification regarding the reasons why the various documents the player submitted as proof of source of funds were considered insufficient. Given that the player’s personal circumstances are somewhat unusual, it would be helpful if you could specify exactly which additional documents or information you require in order to complete their KYC verification, taking into consideration the player's personal circumstances, and move the process forward.

If there are any relevant details or circumstances pertaining to this case that cannot be shared publicly, I kindly ask that you provide them directly to me at michal.k@casino.guru

Thank you in advance.

Dear Dannyz0r,

We completely understand your concerns regarding the requested documentation and wish to assure you that our top priority is maintaining a secure and fully compliant environment for all users.

After consulting with the relevant team, it was noted that there are concerns regarding the validity of the documents you have provided. Unfortunately, we were unable to verify their authenticity, as the payslips appear incomplete and are missing several essential elements required for the verification process.

To proceed with your Level 4 review, we kindly ask you to upload more comprehensive and clearly verifiable documents.

Specifically, the payslips for June, July, and August 2025 should include:

• Your full legal name
• Your employer’s full name and contact details
• The current account number where your salary is deposited
• Clear payment breakdowns and corresponding dates
• Any additional details typically present on official payroll documents

In addition to the payslips, please ensure you also upload a bank statement covering June, July, and August 2025, showing the corresponding salary deposits reflected on those payslips. This bank statement must clearly display:

• Your full legal name
• The account number
• The incoming salary payments matching the payslip amounts and dates

This supporting document is required to reliably confirm your source of funds and to complete the verification process.

The documents previously submitted lack this critical information and appear inconsistent with standard payslip formats. For compliance and security reasons, we can only accept documentation that follows conventional payroll structures and allows us to verify your financial information accurately.

Please also ensure that all submissions are original photos or unlocked PDFs of the full document. Screenshots, cropped images, or digitally altered files cannot be accepted under any circumstances.

Once the correct documents are uploaded in accordance with the above requirements, our team will promptly review them to expedite the verification of your account.

We sincerely appreciate your cooperation and timely attention to this matter and remain available to support you throughout the process.

Kind regards,

Dear Stake Casino,

Thank you for your comprehensive response.

Dear Dannyz0r,

I believe that the Stake Casino has made it quite clear what is required from you to proceed with your verification. Kindly provide the necessary documents at your earliest convenience

Dear Dannyz0r,

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.

I am currently abroad,playing a poker tournament in Prague . I will reply when I come back but I wanna know if they have a big list of documents that can be sent why do they force me to send payslips?

As said earlier,I have property documents and utilities bills on my name and many others(can send all of these when I return)

Dear Dannyz0r,

As the casino team mentioned above:

After consulting with the relevant team, it was noted that there are concerns regarding the validity of the documents you have provided. Unfortunately, we were unable to verify their authenticity, as the payslips appear incomplete and are missing several essential elements required for the verification process.

At this point, I can only suggest that you fully collaborate with the casino team. The necessary documents are in line with industry standard requirements and should not pose any difficulty.

I understand your current situation abroad; however, I recommend that you provide the required documents at your earliest convenience to help achieve a timely resolution of your case.

Dear Dannyz0r,

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,
Michal
Casino.Guru