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Good day! My account was blocked (temporarily as stated in the profile), I honestly do not understand why the blocking occurred, I deposited money in different cryptocurrencies XRP, USDT (currently the balance is in XRP and USDT) remained, withdrawal of funds is not available!

I don't understand the logic, why and for what reason I was temporarily blocked if my account has a turnover of 267 thousand dollars, but the point is that I am in the minus on the account (that is, I did not receive any extra millions to think that I am somehow dishonest in terms of bets)

(I place bets on both casino

Dear Niyat333,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem with your temporarily blocked account and the inability to access your funds.

To better understand your situation and assist you more effectively, could you please clarify the following:

• When exactly was your account blocked?
• Did you receive any notification or communication from the casino explaining the reason for the block?
• Have you contacted the casino’s support team? If yes, what was their response?
• Can you confirm the total balance currently locked in your account?
• Did you use any bonuses recently or engage in any promotional offers?

Please note that if the reason behind your account restriction is related to sports betting activities (such as suspicious betting patterns or betting limits), we may not be able to assist with this case, as we do not intervene in disputes tied to sportsbook operations.

You are also welcome to forward any relevant communication, screenshots, or documents you’ve received from the casino to petronela.k@casino.guru for further review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

* my account was blocked on 14/05/2205,

* My account is blocked they want verification all level , stake verify my level 3 but they not approved my level 4 verification yet,

* Casino support told me complete all level Verification,

* My current balance is 16360 usdt and 1350 ripple and 2 trump coin,

* Never use any bonus and not received any bonus,

Sir I'm submitted my screenshot,

Please invite stake support representative,

Hi,

Thank you very much for your reply and for sharing the additional details.

• Has your account undergone any previous verification before this current Level 4 request? If so, which levels were successfully completed and when?
• Have you ever successfully completed any withdrawals from this casino in the past? If yes, please let us know the approximate dates and amounts.

Thank you in advance for your reply.

See this is my verification page and my withdrawal screenshot,

Hi,

Thank you very much for your reply and for sharing the additional details, including the screenshots.

Just to clarify further:

• Do we understand correctly that the casino is now requesting Proof of Income as part of the Level 4 verification?
• If so, have you already provided the required documents?

Thank you in advance for your reply.

Dear mam ,

Thank you for your response,

• I'm upload my correct documents for source of income fund's, as my crypto wallet statement and bank statement,

• I'm upload documents many times but they rejected again and again,

They said provide last 3 month's payslip

I don't have job , I'm not working person,

I have crypto currency and share holders,

These are also accepted documents for proof of income but stake rejected

Kindly please forward my complaint

Hi,

Thank you for the clarification and for explaining your situation in more detail.

Just to make sure we fully understand your case before reaching out to the casino, could you please confirm the following:

• What exactly did you submit as your proof of income? You mentioned a crypto wallet statement and bank statement — were these showing consistent income or transactions from identifiable sources?
• Did you include any additional documents showing the origin of your crypto or shares (e.g., trading history, investment account statements, or sale confirmations)?
• Has the casino specified why your documents were rejected — for example, did they say they were insufficient, incomplete, or not accepted due to format or content?

This information will help us assess whether your submission meets reasonable standards and how best to approach the casino on your behalf.

* I'm submitted my crypto wallet statement and bank statement, my all investment showing clearly, my source of income source in this documents,

* My crypto currency statement showing all trading history , holding fund's, assets,

* Casino saying provide last 3 months salary slip, I don't working person, I don't have jobs how can I provide pay slip?

Please help me

Thank you very much, Niyat333, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.k@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello Niyat333,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and see if I can help somehow.

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

Dear Stake Casino,

While we understand that various documents can be requested from the player for the Know Your Customer (KYC) and Anti-Money Laundering (AML) process, of which the Source of Funds (SOF) and Source of Wealth (SOW) are important parts, it looks like the player has provided you with the evidence you requested. As the player mentioned, they are currently unemployed, so they are unable to provide a payslip. What other, if any, documents should they provide to finish the KYC and AML verification?

Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me via MS Teams or at michal.k@casino.guru

Dear Michal,

Firstly, we would like to note that the complainant has been asked on multiple occasions to provide their bank statements and payslips for the last three months or alternative valid documents for Level 4 verification. 

However, the requested documents have not been submitted. 

To proceed, the complainant is required to submit their bank statements and payslips for the last three months. If payslips are not available, they may alternatively provide one of the following, along with a bank statement that clearly shows the origin of the initially deposited funds :

- Tax returns

- Gifts

- Inheritance

- Real estate income

- Business income

- Lottery winnings

- Company sale proceeds

- Divorce settlements

- Loans

- Mining income

The documents must be signed and authenticated with the seal of the authority that issued the document. 

For security and efficiency, all documents must be uploaded directly through the user's Stake.com account via this link:h­ttp­s:/­/st­ake.co­m/s­ett­ing­s/v­eri­fic­ation.

We request that all necessary documents be compiled into a single, unlocked PDF file. Also, please note that original documents are required and must be submitted as photographs. We do not accept photocopied or scanned documents, as well as documents in digital format.

Kind regards,

Thank you for the clarification, Stake Casino.

Dear Niyat333,

Kindly submit the aforementioned documents to the casino team in the specified format, allowing us to proceed with your case.

Dear sir,

I don't have bank statement,

Why you not understanding my situation

Dear Niyat333,

To clarify, am I correct in understanding that you’re unable to provide any of the requested documents mentioned earlier? While I fully appreciate that your current personal circumstances may not really be typical, the casino’s requirements are standard and apply to all players as part of their KYC and AML compliance obligations.

If these standard documents cannot be submitted, the issue unfortunately lies on your end rather than with the casino’s policies.

Please let me know if there’s any flexibility or alternative documentation you can provide so we can explore possible solutions.

Hello so I can provide my correct documents as level 4 verification,

But stake asking only pay slips bank statement,

I don't have job ,

I'm jobless

Dear Niyat333,

Which of these documents are you able to provide to the casino?

To proceed, the complainant is required to submit their bank statements and payslips for the last three months. If payslips are not available, they may alternatively provide one of the following, along with a bank statement that clearly shows the origin of the initially deposited funds :

- Tax returns

- Gifts

- Inheritance

- Real estate income

- Business income

- Lottery winnings

- Company sale proceeds

- Divorce settlements

- Loans

- Mining income

The documents must be signed and authenticated with the seal of the authority that issued the document.

I'm upload my binance crypto Trade statement,

Dear Niyat333,

OK, we'll see if this will be sufficient for the casino.

Dear Stake Casino,

I look forward to your assessment of the player document and to determine if we can proceed with the player's case.

Dear Niyat333 and Michal,

The document provided alone is not sufficient to fulfill the requirements for Verification Level 4 – Source of Funds. Additional information and documentation are needed, including a ledger showing the amount of cryptocurrency mined, as well as a wallet address and the transaction hash where the mined cryptocurrency was delivered.

We highly recommend that the complainant review all required documents and submission guidelines in the article available to all players in our Help Center at the following link: https://help.stake.com/en/articles/5328395-proof-of-source-of-funds-acceptable-documentation

It is important to note that our support team has been regularly informing the player about the rejections and advising which documents need to be provided. Until the verification process is successfully completed, the restrictions on the player's account will remain in place.

Just a reminder that our support team is available 24/7 and ready to assist with any questions the player may have regarding the this procedure.

Kind regards,

Dear stake casino and casinoguru,

I'm very disappointed with stake casino team they repeated rejected my all documents for level 4 verification,

I have only binance app as my source of funds,

Please 🥺 help me ,

Why you doing this with me

Dear Niyat333,

Please forward me ALL the documents you have provided the Stake team so far for an independent evaluation at michal.k@casino.guru

Please wait sir

I'm send my another document Skrill account statement,

Dear Niyat333,

Thank you for your emails with the evidence. I have shared my thoughts on them and included a few questions. I look forward to your response.

Dear sir I'm send you email and bank statement,

Please check sir and understand my problem,

Dear Niyat333,

Thank you for your additional email. I have responded back with further inquiries.

Dear Stake Casino,

I have also reached out via email to you and am awaiting your response.

Dear Michal,

We have replied to your email.

We appreciate your understanding and patience.

Kind regards,

Dear Stake Casino,

Thank you for your email. I have responded with some additional questions.

Dear Niyat333,

I am still waiting for your reply to my email. Furthermore, I have been notified that the Stake Team has reached out to you regarding the additional documents required from your end, so kindly submit them at your earliest convenience.

Sir I'm not working man,

I'm just a part timer person,

I don't have any documents for complete source of funds,

Because I am jobless person,

😭😭 Very bad experience 🥺 my money and stake not giving my money,

Level 3 documents is compulsory for my identity and I'm passed these verification.

Dear Niyat333,

I understand your current situation; however, your unemployment status does not have a significant effect on the issue we are discussing. You are not required to provide payslips anymore; instead, the request was for documentation regarding the Source of Funds (SOF) and/or Source of Wealth (SOW). This is a standard regulatory requirement under Anti-Money Laundering (AML) regulations. This is a standard practice in the industry, and players are required to submit all requested, valid documentation.

As per the Stake Casino terms and conditions, which you agreed to upon creating your account, providing valid and sufficient documentation is the player’s responsibility. Unfortunately, some of the documents you’ve submitted thus far do not meet the required criteria, which is why the casino team has requested additional documentation.

Please understand that the responsibility for providing the necessary documentation rests with you.

I can only encourage you to do your utmost to submit the requested, valid documents. Unfortunately, there is nothing more we can do on our end regarding this issue.

Moreover, I have not yet received a reply to my previous inquiries in the email I sent, so I would appreciate it if you could respond at your earliest convenience.

Please be aware that if these requirements are not fulfilled, you will be unable to finalize the KYC/AML verification process due to noncompliance on your part, and I will regrettably have no other choice but to reject this case as unjustified.

Dear sir I don't have any documents currently because I'm searching for job.

I want my money,

Dear Niyat333 and Michal,

We would like to reiterate our previous messages where we have indicated the alternative documents in cases of unemployment. Therefore, we highly recommend, once again, that the complainant review all required documents and submission guidelines in the article available in our Help Center at the following link: https://help.stake.com/en/articles/5328395-proof-of-source-of-funds-acceptable-documentation

In the case that the user is unable to provide any documents, we kindly request that this complaint be rejected.

We appreciate your understanding.

Kind regards,

Dear casinoguru team please open my complaint,

I will soon arrange my documents for my source of funds.

Dear Niyat333,

Your complaint remains open at this time. According to the response from the Stake team, I kindly ask that you submit the requested documents at your earliest convenience. Additionally, please include my email, michal.k@casino.guru, in the "Cc" field so that I can monitor the progress.

It is important that you provide the documents within the next few days. Should you fail to do so, I will regrettably have to close your case as rejected, as it has been open for over a month primarily due to your inability to submit the necessary documents, which, as I have previously mentioned, are entirely your responsibility.

Dear Niyat333,

We are extending the timer by 3 days. Please be aware that if you do not respond, fail to provide the necessary documentation within the specified time, or do not require any further reasonable assistance, we will have to 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