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

I am submitting this complaint regarding my account with Stake.

I deposited a total of $8,800 and my current balance is $10,200. My account had already been successfully verified previously.

After attempting to access my account, it was suddenly restricted due to an alleged potential breach of the Terms of Service. The casino then requested additional KYC verification up to Level 4, including sensitive financial documents such as payslips and bank statements.

I am not willing to provide further personal financial documentation, especially considering that my account was already verified.

I clearly stated to the casino that I do not wish to continue using the platform and I am not requesting any winnings. I am only requesting the return of the funds that I personally deposited.

However, the casino has refused to process any withdrawal or refund unless I complete the additional KYC verification. This effectively results in my deposited funds being withheld.

I believe this is unfair, as I am only requesting a refund of my own deposited money, not any winnings.

I am willing to have my account closed, but I kindly request the return of my deposited funds.

I would appreciate your assistance in resolving this matter.

Thank you.

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 martinsilva28,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

Unfortunately, we cannot assist you with a refund of deposits that have already been lost. Also, I must emphasize that casinos can request documents such as payslips and bank statements. It is a standard practice for casinos to ensure that players have the financial means to participate and that they are using funds that have been legally obtained. If you wish to withdraw your winnings, we kindly ask that you submit the necessary documents so we can address your complaint further.

Thank you in advance for your understanding and cooperation.

Best regards,

Kristina

Dear Kristina,

Thank you for your response.

I understand the importance of KYC procedures. However, my situation is not related to withdrawing profits or continuing to use the account.

My account had already been verified previously, and I am not comfortable providing additional sensitive financial documentation such as payslips and bank statements.

I would like to clarify that I am not requesting any profit. I am only requesting the return of the funds I deposited myself, which remain blocked in the account.

The casino refuses to return my deposited funds unless I complete this additional KYC, which I consider disproportionate given that I am only requesting my original deposit and am willing to have the account closed.

I would appreciate your help in resolving this situation and facilitating the return of my deposited funds.

Thank you very much for your attention.

Estimada Kristina,

Gracias por su respuesta.

Entiendo la importancia de los procedimientos KYC. Sin embargo, mi situación no está relacionada con la retirada de ganancias ni con continuar utilizando la cuenta.

Mi cuenta ya había sido verificada previamente, y no me siento cómodo proporcionando documentación financiera adicional sensible como nóminas y extractos bancarios.

Quisiera aclarar que no estoy solicitando ninguna ganancia. Únicamente estoy solicitando la devolución de los fondos que yo mismo deposité, los cuales permanecen bloqueados en la cuenta.

El casino se niega a devolver mis fondos depositados a menos que complete este KYC adicional, lo cual considero desproporcionado teniendo en cuenta que solo solicito mi depósito original y estoy dispuesto a que la cuenta sea cerrada.

Le agradecería su ayuda para resolver esta situación y facilitar la devolución de mis fondos depositados.

Muchas gracias por su atención.

Thank you for your response, martinsilva28. I completely understand your perspective and the frustration you must feel, especially considering that your account was previously verified. However, I must emphasize that casinos have the right to request these documents, and they are a standard part of the verification process in most licensed casinos. My only recommendation is to cooperate fully with the casino and provide all the necessary documentation at your earliest convenience. Without your cooperation, we won't be able to address this complaint further. Thank you for your understanding.

Dear martinsilva28,

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,
Kristina
Casino.Guru