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Dear Support Team stake,

USER : Mondir6559645

Submit after exhausting all methods of dialogue with support stake

I am writing to express my deep frustration with the handling of my account verification process.

I deposited $133 into Stake.com, and this amount came from my monthly stipend, which I regularly receive from a public educational institution in Morocco — the Académie Régionale de education et de la Formation (AREF CRMEF TTA ). This stipend appears clearly in my bank statement over the past three months.

From this $133 deposit, I participated in a gaming session where I won approximately $2,500.

Therefore, the original source of funds is legitimate, traceable, and comes from a government-issued monthly allowance, not from any third-party or suspicious activity.

More than 50 days have passed since I began submitting documents, and I have explained clearly from the beginning that I am a student. You initially accepted this and verified my account. Despite that, you later changed your position and started requesting work-related documents, which I do not possess because I am not employed.

I have provided clear and repeated documentation showing that my income comes from a government scholarship, as visible in my bank statements for three consecutive months. Yet instead of having a real discussion or reviewing my explanation properly, I continue to receive the same generic responses from your support team without any real engagement.

This situation has caused me severe stress and disappointment. I now request the following:

1. Withdraw my balance of $1,150 to the same account from which I made the deposit.

2. Close my account immediately after the withdrawal is completed.

Dear Mhdirb,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem regarding your account verification process.

To better understand your situation and assist you effectively, I would like to ask you a few questions:

• What specific documents have you submitted to support your claims of income from the government scholarship?
• Could you please forward me the documents you sent to the casino as your source of funds at veronika.f@casino.guru? Kindly include all the communication between you and the casino customer support regarding the verification of your account as well.
• What types of games did you play?

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

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Veronika,

Thank you for your message and for taking the time to assist with my complaint.

In response to your questions:

Government Scholarship Income:

I have submitted my bank account statement covering the last three months, which clearly shows regular monthly payments under the label of a government scholarship. This document was sent to the casino as part of the account verification process to prove the legal and stable source of my income.

Additional Source of Funds:

Alongside the bank statement, I have also submitted a notarized donation agreement from a close friend, stating a transfer of cryptocurrency (crypto assets) to support me. This was also part of my supporting documentation.

Communication with the Casino:

I will forward all related documents and previous correspondence with the casino's customer support to the provided email: veronika.f@casino.guru shortly after this message.

Type of Games Played:

I mainly played slot games on the platform.

Please also note that my total deposit on the platform was only $133, from which I achieved a total win of $2,550. Given the relatively small deposit amount, I believe the extent of scrutiny regarding the source of funds seems disproportionate — especially considering the transparency of my submitted documents.

I appreciate your support in resolving this matter, and I’m happy to provide any further information if

All levels have been verified after a very long time, about 50 days from March 17th. The account is still restricted.

I'm glad to hear that your account has been verified. Could you please clarify what you mean by still being restricted? Are you currently unable to request a withdrawal? Have you reached out to the casino’s customer support regarding this issue?

Also, if possible, kindly resend the second screenshot. Due to technical difficulties, I was unable to load the image.

Dear Mhdirb,

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,
Veronika
Casino.Guru