Stake Casino - L'account del giocatore viene chiuso e i fondi vengono confiscati.

In December 2025, my account was blocked with a balance of 1160 USDT. Since then, I have complied with all the verification requirements requested of me.

First, I correctly submitted the selfie along with my national identity document, as instructed. Afterward, the support team also began requesting a selfie with my passport and driver's license.

I have explained to them repeatedly that I have neither a passport nor a driver's license, and therefore cannot provide those documents. Furthermore, according to Stake's own Terms and Conditions, an official government-issued identity document is sufficient to complete the verification process, a requirement I have already met.

Despite having sent all available and valid documentation according to their own rules, my account remains blocked and my funds continue to be held without a clear explanation or resolution of the case.

I believe this situation is completely unjustified. After multiple attempts to contact you and having fully cooperated with the verification process, I still haven't received a solution. It seems like an endless verification process is being used to wear down the user and avoid releasing the funds.

I want to make it clear that the held balance (1160 USDT) was legitimately obtained through casino gaming and sports betting within the platform itself.

Therefore, I request assistance in having this case reviewed and proceeding to:

Verify my account using the identity document already provided.

Unlock my account.

Allow the immediate withdrawal of my funds.

I have fulfilled all my obligations as a user and I am only requesting that the platform's own rules be respected and that I be allowed access to my money.

En diciembre de 2025 mi cuenta fue bloqueada con un saldo de 1160 USDT. Desde ese momento he cumplido con todos los requisitos de verificación que me han solicitado.

En primer lugar, envié correctamente el selfie junto con mi documento nacional de identidad, tal como me indicaron. Posteriormente, el equipo de soporte comenzó a solicitarme también un selfie con pasaporte y licencia de conducir.

Les he explicado en repetidas ocasiones que no dispongo ni de pasaporte ni de licencia de conducir, por lo que no puedo proporcionar dichos documentos. Además, según los propios Términos y Condiciones de Stake, un documento de identidad oficial emitido por el gobierno es suficiente para completar el proceso de verificación, requisito que ya he cumplido.

A pesar de haber enviado toda la documentación disponible y válida según sus propias normas, mi cuenta sigue bloqueada y mis fondos continúan retenidos sin una explicación clara ni una resolución del caso.

Considero que esta situación es completamente injustificada. Después de múltiples intentos de contacto y de haber colaborado en todo momento con el proceso de verificación, sigo sin recibir una solución. Da la impresión de que se está utilizando un proceso de verificación interminable como forma de desgastar al usuario y evitar el pago de los fondos.

Quiero dejar claro que el saldo retenido (1160 USDT) fue obtenido legítimamente a través de juego en el casino y apuestas deportivas dentro de la propia plataforma.

Por todo ello, solicito ayuda para que este caso sea revisado y se proceda a:

Verificar mi cuenta utilizando el documento de identidad ya proporcionado.

Desbloquear mi cuenta.

Permitir la retirada inmediata de mis fondos.

He cumplido con todas mis obligaciones como usuario y únicamente estoy solicitando que se respeten las propias normas de la plataforma y se me permita acceder a mi dinero.

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.

Hello,

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. 

Which documents were approved and which were not, to your knowledge? Has the casino indicated that there might be a problem with approving specific documents?

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