Stake Casino - La cuenta del jugador está restringida y los fondos están retenidos.

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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stake Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did you achieve your current balance with the help of a bonus?
• Do I understand correctly that the casino also requires level 4 verification documents from you?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi Tomás, thank you for your response and for taking my case. I'll answer your questions:

1) Regarding the balance: I did not use any welcome bonus or promotions to obtain this money. The $1,060 USDT are the result of my own deposits and legitimate gaming activity.

2) Regarding the levels: That's correct. The casino requires me to complete Levels 3 and 4. The problem is that for Level 3 they require proof of address (bills in my name) which, as a housewife in Venezuela, I don't have. I've provided my RIF (Tax Information Registry), which is the legal document that links my identity to my address in Venezuela, but they systematically reject it.

3) Regarding the evidence: I will immediately send you all the evidence by email, including the chats with support and the emails where Stake rejects my documents without giving me alternatives, even though they allow the registration of Venezuelan housewives on their platform.

I await your news.

Hola Tomás, gracias por tu respuesta y por llevar mi caso. Respondo a tus consultas:

1) Sobre el saldo: No utilicé ningún bono de bienvenida ni promociones para obtener este dinero. Los $1,060 USDT son fruto de depósitos propios y actividad de juego legítima.

2) Sobre los niveles: Es correcto. El casino me exige completar el Nivel 3 y 4. El problema es que para el Nivel 3 me solicitan comprobantes de domicilio (facturas a mi nombre) que, como ama de casa en Venezuela, no poseo. He proporcionado mi RIF (Registro de Información Fiscal), que es el documento legal que vincula mi identidad con mi dirección en Venezuela, pero lo rechazan sistemáticamente.

3) Sobre las pruebas: Procederé de inmediato a enviarte por correo electrónico todas las evidencias, incluyendo los chats con soporte y los correos donde Stake me rechaza los documentos sin darme alternativas, a pesar de que ellos permiten el registro de amas de casa venezolanas en su plataforma.

Quedo a la espera de tus noticias."

Dear julymarPm14,

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, Matej (matej.l@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,

Tomas

Hello julymarPm14, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested withdrawal. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Stake Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s documentation is being refused? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej and julymarPm14,

Firstly, we would like to clarify that at every stage of this process, the player has been kept fully informed regarding the reasons their documents were rejected and why we have been unable to approve their verification.

The RIF (Tax ID) document provided for level 3 verification was not accepted because our verification team was unable to confirm its authenticity via the QR code. In accordance with our compliance standards, this type of document must be verifiable via its QR code to confirm its legitimacy and validity. Since this rejection, which was 30 days ago, no additional documents have been submitted. Additionally, the user has never submitted any documents for Level 4 verification.

The complainant has also been informed that they are now required to complete the enhanced verification process via the link sent to their registered email address before proceeding with the review of their Level 3 and Level 4 verification.

Once the user has completed the verification via the link, we will provide further instructions on the next steps in the verification process.

Kind regards,

Thank you for filling me in, dear Stake Casino, much appreciated.

Dear julymarPm14, I have tried to scan the QR cod in question as well, and also was unable to proceed. Would you be able to obtain newer version with working QR code for the verification purposes? Can you also check your mailbox for the aforementioned e-mail with link to proceed with the verification, sent by the casino? Please search through spam and junk mail boxes as well, and let me know whether you received it, and if so, whether the link still works. I'll do my best to help you get verified as soon as possible, so we can mediate this case forward. Thank you for your cooperation.

Dear Sirs at Casino Guru,

I have repeatedly tried to explain to you, via email, that the uploaded document is 100% valid and legal. However, I am encountering a technical and human obstacle that is preventing my verification from moving forward.

I wish to emphasize the following key points:

Technical Limitation of the QR Code (Venezuela Time): The document I provided contains an official QR verification code. It is imperative that the support team understands that, due to the issuing entity's infrastructure in Venezuela, this system is only operational Monday through Friday, between 6:00 AM and 3:00 PM (Venezuela local time). If verification is attempted outside of these hours, the page will not load. I have explained this repeatedly, but Stake support seems to ignore it, acting in an automated and unreasonable manner.

Inconsistency in Service for Venezuela: If a platform offers services in a specific market, it has a duty to understand the context of that country. Stake allows registration under the "Housewife" profile; however, they demand documents (bills in their own name or specific bank statements) that, given the nature of this occupation in Venezuela, these individuals do not possess. A housewife is responsible for the household and, in our national context, does not handle the technical documentation that they so rigidly request.

Lack of Critical Thinking from Support: My experience with Stake support has been like talking to a robot that just follows a pre-set script. Unlike them, I trust that the Casino Guru team will analyze these points with sound judgment and objectivity.

I am making a tremendous effort to comply with your demands and access my funds, which have been unjustly blocked without any sound justification. I request your mediation so that a humane and conscientious review of my documentation can be carried out, taking into account the technical and social realities already outlined.

Finally, I believe it is imperative that if a platform like Stake decides to operate in a specific market, it has the ethical and professional responsibility to inform itself about its local laws, the socio-economic reality of its users, and the occupations they themselves accept in their registration form.

In my particular case, before allowing the registration of a person with the occupation of "Housewife," Stake should display a clear warning indicating that they will likely be required to provide documents that, due to the nature of that occupation in Venezuela, are virtually impossible to obtain. By failing to do so, a situation of defenselessness is created for the user.

Lack of transparency: The platform accepts unrestricted deposits, allowing the user to play freely.

Unjustified blocking: At the time of withdrawal, they rely on empty arguments and documentary demands that they know beforehand that a housewife in this context cannot provide (such as utility bills or bank statements in her own name).

This gives the impression of being a strategy to arbitrarily withhold funds, knowing that the user will be unable to meet requirements that are unrelated to their daily reality. I reiterate my position: if they offer the service, they must know who they are offering it to and adjust their verification processes to the legality and realities of the country where they operate.

"Finally, I am attaching my RIF document again. I respectfully request that the Casino Guru team take into account my observation regarding the specific consultation hours; unfortunately, this is how many government platforms in Venezuela operate. I await your response."

JulymarPm14

Estimados señores de Casino Guru,

En reiteradas ocasiones he intentado explicarles, a través de correo electrónico, que el documento cargado es 100% válido y legal. Sin embargo, me encuentro con un obstáculo técnico y humano que impide el avance de mi verificación.

Deseo hacer énfasis en los siguientes puntos fundamentales:

Limitación Técnica del Código QR (Horario de Venezuela): El documento que he proporcionado cuenta con un código QR de verificación oficial. Es imperativo que el equipo de soporte comprenda que, debido a la infraestructura del ente emisor en Venezuela, dicho sistema solo está operativo de lunes a viernes, entre las 6:00 AM y las 3:00 PM (hora local de Venezuela). Si se intenta verificar fuera de este horario, la página no cargará. He explicado esto repetidamente, pero el soporte de Stake parece ignorarlo, actuando de forma automatizada y sin capacidad de razonamiento.

Incongruencia en el Servicio para Venezuela: Si una plataforma ofrece servicios en un mercado específico, tiene el deber de conocer el contexto de dicho país. Stake permite el registro bajo el perfil de "Ama de Casa"; no obstante, exigen documentos (facturas a nombre propio o pruebas bancarias específicas) que, por la naturaleza de dicha ocupación en Venezuela, estas personas no poseen. Una ama de casa se encarga del hogar y, en nuestro contexto nacional, no maneja la documentación técnica que ellos solicitan con tanta rigidez.

Falta de Criterio del Soporte: Mi experiencia con el soporte de Stake ha sido similar a hablar con un robot que solo sigue un libreto preestablecido. A diferencia de ellos, confío en que el equipo de Casino Guru analizará estos puntos con criterio y objetividad.

Estoy realizando un esfuerzo enorme para cumplir con sus exigencias y poder acceder a mis fondos, los cuales han sido bloqueados injustamente y sin argumentos sólidos. Solicito su mediación para que se realice una revisión humana y consciente de mi documentación, tomando en cuenta las realidades técnicas y sociales ya expuestas.

Para finalizar, considero imperativo que si una plataforma como Stake decide operar en un mercado específico, tiene la responsabilidad ética y profesional de informarse sobre sus leyes locales, la realidad socioeconómica de sus usuarios y las ocupaciones que ellos mismos aceptan en su formulario de registro.

En mi caso particular, antes de permitir el registro de una persona con la ocupación de "Ama de Casa", Stake debería mostrar una advertencia clara indicando que probablemente se le exigirán documentos que, por la naturaleza de dicho oficio en Venezuela, son prácticamente imposibles de obtener. Al no hacerlo, se crea una situación de indefensión para el usuario:

Falta de transparencia: La plataforma acepta depósitos sin restricciones, permitiendo que el usuario juegue libremente.

Bloqueo injustificado: Al momento del retiro, se amparan en argumentos vacíos y exigencias documentales que saben de antemano que una ama de casa en este contexto no puede consignar (como facturas de servicios o pruebas bancarias a nombre propio).

Esto da la impresión de ser una estrategia para retener fondos de manera arbitraria, sabiendo que el usuario no podrá cumplir con requisitos que son ajenos a su realidad cotidiana. Reitero mi postura: si ofrecen el servicio, deben conocer a quién se lo ofrecen y ajustar sus procesos de verificación a la legalidad y posibilidades reales del país donde operan

"Por último, adjunto nuevamente mi documento RIF. Solicito de la manera más atenta al equipo de Casino Guru que tengan en cuenta la observación sobre el horario específico de consulta; lamentablemente, así es como funcionan muchas de las plataformas de los entes gubernamentales en Venezuela. Quedo a la espera de sus noticias.

JulymarPm14

Dear julymarPm14, I have now spent considerable time and effort on accommodating myself with the issue and what seems to be going on, so I would like to fix some misconceptions and calm the situation a bit. I will explain the issues point by point, answering your observations and hopefully providing some details. Afterwards, I will make another post for the casino, with options how to resolve this situation, that I can think of. So please, bear with me.

IMPORTANT: My country (VENEZUELA) was not available in your dropdown menu, so I had to select another one to proceed. I am a permanent resident of La Guaira , Venezuela.

I have tried to register an account and Venezuela is on the drop down list of selectable countries. Unless you were using VPN, which could lock you into certain region where only selected few countries are available, I find this strange. Before we start spinning conspiracy theories, I do not believe the casino would go and quickly amended the list of available countries due to this complaint. The disputed amount is not high enough to even consider it. Could be you missed it, or a glitch. Overall this should not be an issue going forward.

It is imperative that the support team understands that, due to the issuing entity's infrastructure in Venezuela, this system is only operational Monday through Friday, between 6:00 AM and 3:00 PM (Venezuela local time).

This is false. I have browsed a lot of pages, scooped up a lot of information and there is no official state-issued timeframe when the system works. The only reliable source of information (aka most people agreed on from experience) is that the system shuts down at 9PM local time. From all the available information, this system is highly unstable and works at random. Especiallz when accessed form outside of Venezuela. I have tried to scan your QR code about 10 times now, in different times of day (making sure it is within your specified Venezuelan 6AM - 3PM) and it never worked. Even now, as of writing this message - should be about 7:30AM in Venezuela - yet the QR code doesn't work.

We can't ask the casino to keep scanning the QR code every couple of minutes in hopes it works at random. It is your burden to pass the KYC, not the casino's. So blaming them for something you should be taking up with the Venezuelan government is highly unfair.

Inconsistency in Service for Venezuela: If a platform offers services in a specific market, it has a duty to understand the context of that country. Stake allows registration under the "Housewife" profile;

This is partially correct: Homemaker is an option for occupation selection. However, the "duty to understand the market" has nothing to do with it. Just because you are not employed by legal entity, does not mean you are allowed to play games of chance for real money without the need to prove your credentials. That would open countless possibilities for fraud, as every other scammer and casino abuser would claim being a housewife/househusband, not having to provide required documentation. Also, please allow me to post here an excerpt from the casino's AML policy page:

I would like to point out you have agreed to these terms when creating an account (as AML policy is part of the overall T&C agreement), so technically speaking you knew there is a possibility you will have to provide the aforementioned documents. So blaming the casino for exercising their rights to ensure they will not be closed down by the government for money laundering, is again - not very fair.

Lack of transparency: The platform accepts unrestricted deposits, allowing the user to play freely.

Another false statement. To be able to deposit you have to pass Level 2 KYC, which means verifying your credentials and submitting personal ID. I know this, because as mentioned before, I have registered an account and can see a pop up telling me I have to pass Level 2 KYC to be able to deposit in fiat and/or crypto.

Unjustified blocking: At the time of withdrawal, they rely on empty arguments and documentary demands that they know beforehand that a housewife in this context cannot provide (such as utility bills or bank statements in her own name).

It is standard procedure for casinos to require players to pass proper KYC before first withdrawal. This is industry-wide standard, and part of compliance with AML laws imposed by government. Nothing strange or personal in this, and the blocking is definitely not "unjustified".

"Finally, I am attaching my RIF document again. I respectfully request that the Casino Guru team take into account my observation regarding the specific consultation hours; 

I did, and the QR code is still not working. It takes me to the governmental link as intended, however the page never loads, stays blank and browser's loading bar gets stuck at about 20%. By the time of getting this far in the message should be over 8AM in Venezuela, so by your own estimation system should be working right now.

Hopefully, I was able to dispel some misconceptions and provide enough information to ensure we are all on the same page going forward. Rest assured I will do my best to find alternatives how to get your money, but I will need your full cooperation for this to happen.

Next, I will give casino some options, see whether they agree to try them, and hopefully we can get this sorted before long. If you have any other questions or need me to provide further details about something, feel free to ask.

Dear Stake Casino, after some digging, I was able to find out that scanning the QR code may be impossible for you (or myself) as the system randomly shuts down during the day, does not operate after 9PM Venezuelan time, and apparently is nearly impossible to access the website from outside of Venezuela.

Also, status of "housewife" is socially accepted thing in Venezuela and homemakers like this do not have bills available in their own names. With this in mind, I would like to propose alternative solutions for both problems:

• QR code issue

Would you find acceptable, if the player has provided you with a screen recording of scanning the document and accessing the RIF page, showing all the necessary details?

Alternatively, would you agree to set up a KYC video call, where she can do it via screen share "live" in front of the KYC officer?

• Proof of address

From my understanding, homemakers tend to prove their address via spouse. By providing the utility bill with the name and address of the spouse, marriage contract between the player and the spouse - and to ensure everything is airtight - we can get the affidavit from the spouse confirming the address and that they live there together, if necessary.

Please let me know here or via e-mail (matej.l@casino.guru) if this would be acceptable, or if you have another way of getting the player verified in mind. Any information or screenshots shared via e-mail will be treated as strictly confidential and will not be shared or forwarded. Thank you for your understanding and cooperation!

Dear Matej,

Firstly, as mentioned earlier, we would like to emphasise that the complainant must complete the full verification process using the link sent to their registered email address before proceeding to Level 3 and Level 4 verification. Since the previous link has expired, we have resent a new link to the user's registered email address. This step is mandatory for enhanced verification, given the user's specific circumstances. As of today, the player has not yet initiated this process.

Regarding the QR code issue, we regret to inform you that we are unable to accept the RIF document unless its QR code can be successfully verified on our end. It is an essential requirement to verify the authenticity of the document. Unfortunately, we do not have a channel to accept screen recordings or conduct verification via video calls. All verification steps must be completed by submitting the required documents through the user's Stake.com account via the following link: https://stake.com/settings/verification.

However, once the user has successfully completed the verification process through the link, they may submit utility bills and proof of payment from the past three months in a family member's name, along with a notarised official document confirming that all family members reside at the same address for level 3 verification.

We trust this clarifies the matter. Please feel free to reach out if you require any further information or clarification.

Kind regards,

Thank you for the explanation, dear Stake Casino, I think I am understanding the issue much better now. Hopefully the player will be able to pass the step 3 shortly.

One more question though - in case the QR code never works and the player is unable to finish the verification process, would you consider at least returning the deposits?

Dear julymarPm14, as the casino representative mentioned in the previous post, you should have new, active link for the next step in verification process in your mailbox. Please let us know once you click it and finish all the necessary streps. Alternatively, if you run into more problems during this part of the verification process, let us know here and we 'll do all we can to help. Thank you for your cooperation and understanding.

Hello, good day. Friends of Casino Guru and Stake:

I wanted to let you know that I was able to complete the verification process using the link you sent me. I followed all the instructions (photo of my ID and the selfie). I'll post a screenshot below.

Another thing I wanted to mention: my husband and I decided to go to our home internet provider and successfully transferred the bill to my name. We completed the process, but there's a catch: the payment receipt has a QR code, but this code isn't for verifying the document's authenticity; the QR code takes you directly to the company's WhatsApp.

I want to emphasize that most companies in Venezuela don't have QR codes to verify documents. So, given this, what can you tell me? Is it essential for the document to have a QR code for verification? If so, I think the situation becomes more complicated due to what I mentioned earlier. Regards.

Sincerely

‎

Julymar Pimentel

Hola, buenas. Amigos de Casino Guru y Stake:

Les comento que ya logré realizar la verificación a través del link que me enviaron; hice lo que me pidieron (foto de mi documento y el selfie). Más abajo les dejaré un screenshot.

Otra cosa que les quería comentar: mi esposo y yo tomamos la decisión de ir a la compañía de internet que poseemos en la casa y logramos hacer el trámite para colocar la factura a mi nombre. Hemos completado el proceso, pero hay un detalle: la factura del pago posee un código QR, pero dicho código no es para verificar la veracidad del documento o no; el QR lleva directamente al WhatsApp de la empresa.

Quiero recalcar que la mayoría de empresas en Venezuela no poseen códigos QR para verificar los documentos. Entonces, debido a esto, ¿qué me pueden decir? ¿Es indispensable que el documento tenga un QR de verificación? Si es así, creo que se complica el panorama por lo antes mencionado, Saludos.

Atentamente

‎

‎Julymar Pimentel

Thank you for the update, julymarPm14, much appreciated. I am glad to hear you have managed to get through the process with no issues.

Dear Stake Casino, can you please let us know whether this stage of the KYC process was successful and what are the next steps? Thank you.

Friends at Casino Guro, I must tell you that after the verification that Stake required, I proceeded to complete it without any problems. Then I sent the invoice that I managed to get in my name from the internet company G-Network in Venezuela, and it turns out that today Stake responded and sent me this. I've attached a photo of the email I received.

They decided to close my account, claiming my information was false. It's unbelievable how this company acts arbitrarily just to keep the funds. I imagine there's nothing more I can do, right? They should have people in the countries where they operate to verify the headquarters of companies and other entities used, at least in Venezuela. They're completely misinformed, and I'm going to go as far as I can to get that app canceled in my country. You'll see, I have all the proof.

Amigos de casino guro debo comentarles que después de la verificación que me exigio stake, procedi a realizarla sin inconvenientes, luego envié la factura que logré colocar a mi nombre en la empresa de Internet G-network en Venezuela, y resulta que hoy en respondió stake y me mandaron esto. Les adjunto la foto del correo que me llegó , adjunto captura

Decidieron cerrarme la cuenta diciéndome que mis datos son falsos, es increíble como está empresa actúa arbitrariamente solo para quedarse con los fondos. Imagino que ya no hay nada más que hacer verdad? Deberían tener personas en los países que trabajan para que verifiquen las cedes de compañías etc y demás entes que se usan al menos en Venezuela. Están totalmente desinformados y voy a ir hasta donde pueda llegar solo para que cancelen esa app para mi país. Ya verán tnego todas las pruebas.

Dear julymarPm14,

As already informed by our relevant team, following a thorough review of your account, we have determined that you were regrettably unable to complete the verification procedure successfully.

Under our regulatory standards and Clauses 4, 4.7, 4.10, and 14.1 of the Stake Terms of Service, all users must provide accurate KYC documentation and maintain sole use of their account. Collusion and the sharing of accounts are strictly prohibited; accounts must be used only by the registered owner for personal entertainment. Following a review of your verification submission, we must regrettably inform you that your submission did not meet these critical standards. Consequently, we have determined that your account violates these requirements and is in breach of our terms.

As a result, and in strict adherence to Clause 4.19 and 4.21 of our Terms of Service, we have been compelled to permanently restrict access to your account and withhold the associated funds.

We appreciate your understanding of the importance of compliance with our policies and the role it plays in maintaining a safe and secure community.

Dear Matej,

We have sent an email to you regarding this case.

Kind regards,

I would like to thank the Stake Casino for providing me with evidence supporting their claim. Much appreciated.

Dear julymarPm14, while I am not legally allowed to share any details, I can confirm the evidence provided by the casino is valid. Terms 4, 4.7, 4.10, and 14.1 were indeed breached and the casino has the right to close the account permanently and confiscate any and all available funds.

Due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding.