Stake Casino - Die Auszahlung des Spielers verzögert sich und sein Konto ist gesperrt.

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Dear nehuendepaoli,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing with your withdrawal request at Stake.com.

To assist you further, I would like to clarify a few details regarding your situation:

• Can you confirm if you have been in contact with a specific representative or department regarding Gift Declaration not being accepted through the website's verification page? If possible, please post any screenshots of your attempts.
• Please provide all relevant communication with customer support to jean.s@casino.guru from October 27, 2025, and onwards.
• Have you attempted to upload different versions of the gift declaration to see if any of them would be accepted?

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,

Jean

Dear Casino Guru team,

Thank you so much for taking my case. I will answer your questions in order:

1) Regarding whether I contacted any representative or department about the rejection of the Donation Declaration:

Yes. I contacted Stake's support team repeatedly, both by email (to the address accounts@stake.com I contacted them via email and live chat. I received responses from various agents (Albi, Rod, Yuka, Alejo) via email and from one agent (Hailey) via live chat. In all cases, I received generic responses or was transferred from one channel to another: the email instructed me to use the chat, and the chat instructed me to email, without anyone manually reviewing my document. I specifically requested a manual review and instructions on how to submit the document, but I received no solution. Agent Yuka acknowledged in writing that the only remaining condition for lifting the withdrawal restriction is completing the verification, without mentioning any violation of terms or the regional restriction as an obstacle to payment.

2) Regarding communication with customer service from 27/10/2025:

I sent it to jean.s@casino.guru , attaching the screenshots of the emails and chats with the Stake agents, arranged chronologically and with a brief explanation of each one.

3) Regarding whether I tried to upload different versions of the donation statement:

Yes. I tried several versions: first, a cryptocurrency gift declaration (the actual source of the balance I'm claiming); then an expanded version that included bank transfers and receipts; and I also tried additional bank documentation. All were automatically and instantly rejected by the system, without any human review. The error message always states that only bank statements, tax returns, or pay stubs are accepted, and it doesn't include a gift declaration between individuals, even though that category is listed as valid in Stake's official article, since it was the Stake team itself that requested that document from me.

I want to clarify that the balance I'm claiming (699.32 USDC) comes entirely from a cryptocurrency gift transferred directly to my Stake account by a friend on October 26, 2025, which is publicly verifiable on the blockchain (BNB Smart Chain), plus profits earned on the platform. Its origin is fully documented and does not depend on any other source of income. It's worth noting that, from the first email (October 27, 2025), Stake demanded pay stubs and a matching bank statement. This requirement is intended to verify employment income, but my source of funds is not a salary, but a cryptocurrency gift. Therefore, they are requesting a document that, given the nature of my funds, cannot exist.

I am available for any further information you may need.

Thank you so much for your help.

Sincerely,

[redacted]

Estimado equipo de Casino Guru,

Muchas gracias por tomar mi caso. Respondo a sus preguntas en orden:

1) Sobre si me contacté con algún representante o departamento por el rechazo de la Declaración de Donación:

Sí. Me comuniqué en reiteradas ocasiones con el equipo de soporte de Stake, tanto por correo (a la dirección accounts@stake.com) como por el chat en vivo del sitio. Por correo me respondieron distintos agentes (Albi, Rod, Yuka, Alejo) y por el chat en vivo una agente (Hailey). En todos los casos recibí respuestas genéricas o me derivaron de un canal a otro: el correo me indicaba usar el chat, y el chat me indicaba escribir por correo, sin que nadie revisara manualmente mi documento. Solicité expresamente una revisión manual y que me indicaran por qué vía enviar el documento, pero no obtuve una solución. La agente Yuka reconoció por escrito que la única condición pendiente para levantar la restricción de retiro es completar la verificación, sin mencionar ninguna violación de términos ni la restricción regional como obstáculo para el pago.

2) Sobre la comunicación con el servicio de atención al cliente desde el 27/10/2025:

La envié a jean.s@casino.guru, adjuntando las capturas de los correos y chats con los agentes de Stake, ordenadas cronológicamente y con una breve explicación de cada una.

3) Sobre si intenté subir diferentes versiones de la declaración de donación:

Sí. Probé con varias versiones: primero una declaración de regalo en criptomonedas (el origen real del saldo que reclamo); luego una versión ampliada que sumaba transferencias bancarias y comprobantes; y también intenté con documentación bancaria adicional. Todas fueron rechazadas de forma automática e instantánea por el sistema, sin revisión humana. El mensaje de error siempre indica que solo se aceptan extractos bancarios, declaraciones de impuestos o recibos de sueldo, y no contempla una declaración de regalo entre particulares, pese a que esa categoría figura como válida en el propio artículo oficial de Stake y a que fue el propio equipo de Stake quien me solicitó ese documento.

Quiero aclarar que el saldo que reclamo (699,32 USDC) proviene íntegramente de un regalo en criptomonedas que me transfirió un amigo directamente a mi cuenta de Stake el 26/10/2025, verificable públicamente en la blockchain (BNB Smart Chain), más las ganancias obtenidas dentro de la plataforma. Su origen está plenamente documentado y no depende de ninguna otra fuente de ingresos. Cabe destacar que, desde el primer correo (27/10/2025), Stake me exigió recibos de sueldo y un extracto bancario coincidente; ese requisito está pensado para verificar ingresos laborales, pero mi fuente de fondos no es un salario, sino un regalo en cripto, por lo que se me pide un documento que, por la naturaleza de mis fondos, no puede existir.

Quedo a disposición para cualquier otra información que necesite.

Muchas gracias por su ayuda.

Atentamente,

[redacted]

Dear nehuendepaoli,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Stake Casino to join this conversation and assist in addressing the complaint.

Dear Stake Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear nehuendepaoli and Stefan,

Following a comprehensive review of the player's account and the documentation submitted, we would like to clarify the reasons why the verification process remains incomplete.

As outlined in Clause 4.8 of our Terms of Service, Stake may request additional Know Your Customer (KYC) documentation at any stage of the verification process. We also reserve the right to restrict access to certain services, including withdrawals, until the required verification has been successfully completed. These measures form part of our regulatory and compliance obligations.

After carefully reviewing the documents submitted by the player, we were unable to successfully verify either the Proof of Address or the Source of Funds.

Regarding the Proof of Address, both the invoices provided and the corresponding proof of payment were reviewed extensively. Unfortunately, due to concerns regarding the reliability and authenticity of these documents, they could not be accepted for verification purposes.

To proceed, the player must first successfully complete the Proof of Address verification by providing one of the following acceptable documents:

- Utility bills (electricity, gas, water, internet, or television) issued within the last three months, together with proof of payment for each bill.

- A Bank Reference Letter accompanied by a bank statement. The Bank Reference Letter must be issued directly by the bank and include the player's full name, residential address, bank contact details, account information, and date of issue.

- A tenancy agreement.

- An official letter from an employer or educational institution confirming the player's residential address, signed and stamped by the issuing authority.

- A council tax, municipality, or government tax document.

Regarding the Source of Funds, the player submitted a Gift Declaration. However, this document does not satisfy our verification requirements, as it has not been properly notarised and officially stamped. Without the appropriate legal certification, the document cannot be accepted as valid evidence of the player's source of funds.

Alternatively, should the player wish to provide a different Source of Funds document, the following options are accepted:

- Payslips covering the last three months, together with matching bank statements clearly showing the corresponding salary payments.

- Tax returns showing the taxpayer's name, social security number, adjusted gross income, and a consistent income history.

- Investment statements showing the customer's name, account number, brokerage details, investment value, and any dividends or interest earned.

- Real estate documentation, including a copy of the deed or title together with a property tax bill.

- Cryptocurrency mining income documentation, including a mining ledger, wallet address, and transaction hash.

- Inheritance documentation, including a copy of the will or trust document together with the death certificate.

- Company sale documentation, signed by a licensed solicitor or regulated accountant on official letter-headed paper.

- Loan documentation, including a fully executed, signed and stamped loan agreement together with a bank statement showing receipt of the funds.

- Gifts, supported by a written donor statement confirming the gift amount, date and relationship to the recipient. Please note that supporting documentation may also be requested where necessary to verify the transfer of funds.

- Lottery winnings, supported by the official receipt and documentation demonstrating the origin of the deposited funds.

- Divorce settlement documentation together with a bank statement confirming receipt of the funds.

- Business income documentation, including business licences, tax returns, and financial statements.

Please note that the documents may need to be signed and stamped by the person who issued the document or notarised, depending on the type of document. All documents must be submitted as original photographs or unlocked PDF files through the verification section of their Stake account: https://stake.com/settings/verification.

Once the required documentation has been successfully submitted and verified, the relevant team will be able to continue the review of the player's account and provide a further update accordingly.

Thank you for your understanding and cooperation.

Kind regards,

Dear nehuendepaoli,

I hope this message finds you well.

Could you please provide the casino with the requested documentation so that your withdrawal can be processed?

Please let me know once you have submitted the requested documents.

I look forward to your response.

Dear Stake Casino,

Thank you for your continued cooperation.

The player has confirmed that they have submitted the requested documentation through the verification section of their Stake account and has also provided an explanation regarding the Source of Funds documentation.

Could you please review the newly submitted documents and let us know the outcome of your assessment? If any additional information or documentation is still required, we kindly ask you to specify exactly what is missing so that the player can provide it without further delay.

I look forward to your response.

Dear CasinoGuru Team,

Thank you for your continued assistance in this matter.

We would like to address the player's latest comments and clarify our position regarding the outstanding verification requirements.

Firstly, with respect to the Proof of Address verification, the player has indicated that they intend to submit a "Certificate of Residence" issued by Mercado Pago.

However, we would like to clarify that the document previously submitted consisted of a screenshot of an email and not an official proof of address in an acceptable format. Screenshots of emails or similar correspondence cannot be accepted for verification purposes, as they do not provide sufficient assurance of authenticity or integrity. Following a thorough review, the document submitted could not be accepted and the player is therefore required to provide one of the acceptable Proof of Address documents previously listed.

We would also like to address the player's statement that this verification level had previously been approved. As outlined in Clause 4.8 of our Terms of Service, Stake may request additional verification or repeat verification checks at any stage of the customer relationship where this is considered necessary to satisfy our regulatory and compliance obligations. A previously completed verification does not prevent further review where additional due diligence is required.

Regarding the Source of Funds verification, the player states that the Gift Declaration should be accepted without notarisation and that the blockchain transaction hashes should be sufficient evidence of the origin of the funds.

While the examples previously provided include gifts as an acceptable source of funds, they do not remove our ability to request additional documentation or legal certification where required by the circumstances of the review. As previously explained, depending on the nature of the documents submitted, supporting documentation may need to be signed, officially stamped, or notarised in order to satisfy our verification requirements.

Furthermore, although blockchain transaction hashes may demonstrate that a cryptocurrency transfer occurred between two wallet addresses, they do not, by themselves, establish the identity of the donor, the legitimacy of the source of the funds, or the legal nature of the transaction. For this reason, transaction hashes alone cannot satisfy our Source of Funds verification requirements.

Should the player wish to continue the verification process, they remain welcome to submit acceptable documentation through the Verification section of their Stake account. Once the required documentation has been successfully submitted and verified, the relevant team will continue its review and provide the player with a further update.

Kind regards,

Good evening. I sent the documents that were uploaded to the Stake verification page to Stefan's personal email address, which I mentioned in the previous message.

I am still waiting for an answer to find out what stage the case is at.

I emphasize that these are completely official documents and in accordance with what Stake requests in its terms and conditions to fulfill this verification.

I hope this problem can be resolved.

Greetings

Buenas noches. Envié los documentos que fueron subidos a la página de verificación de Stake al correo personal de Stefan que mencioné en el mensaje anterior.

Sigo aguardando una respuesta para saber en que proceso se encuentra el caso.

Recalco que se trata de documentos totalmente oficiales y acordes a lo que solicita Stake en sus términos y condiciones para cumplir esta verificación.

Espero que se pueda resolver esta problemática.

Saludos

Dear Stake Casino,

Thank you for your continued cooperation.

The player has confirmed that they have now submitted updated documentation addressing the concerns you previously raised. According to the player, they have provided an official government-issued proof of address and a notarized Gift Declaration for the Source of Funds verification. The player has also informed us that copies of these documents have been sent to my email address for reference.

Could you please review the newly submitted documentation and let us know the outcome of your assessment? If any additional information is still required, we kindly ask you to specify exactly what is missing and why the newly submitted documents do not satisfy your verification requirements.

We look forward to your response.

Dear Stefan and CasinoGuru Team,

Thank you for your continued cooperation.

With respect to the player's Proof of Address, the player submitted a Certificate of Residence issued and signed by a police authority in Argentina. To avoid any misunderstanding, we are not asserting that the police certification itself is invalid or that the document is necessarily inauthentic.

The issue is that this particular type of document does not meet the documentary requirements applicable to the player's Proof of Address verification. While the certificate may serve as confirmation of an address for local administrative purposes, it is not an acceptable Proof of Address document for the purposes of this verification review.

The player has already been provided with the categories of documentation that can be accepted as Proof of Address and will therefore need to submit an alternative document that meets those previously communicated requirements.

Regarding the Source of Income documentation, the verification process must be completed sequentially. As the player's Proof of Address has not yet been successfully verified, we are unable to proceed with the assessment of the Source of Income documentation at this stage.

Once an acceptable Proof of Address document has been submitted and successfully verified, the relevant team will be able to proceed with the Source of Income review and assess the documentation provided accordingly.

We trust this clarifies the reason why the latest Proof of Address submission could not be accepted and the current status of the verification process.

Kind regards,

Dear Stake Casino,

Thank you for your response and for the clarification.

We understand that the Certificate of Residence provided by the player does not meet your Proof of Address requirements. However, considering the player's specific circumstances and the fact that they have already provided several alternative documents, we would appreciate some further clarification.

Could you please specify which document from your accepted Proof of Address categories would be suitable for the player in their particular situation? The player has explained that they do not have utility bills, a lease agreement, an employer, or a bank account showing the relevant address, and that they currently live with their family.

If there is a specific alternative document that would be acceptable in these circumstances, we kindly ask you to let us know exactly what the player should provide so that they can complete the verification process.

We look forward to your response and hope we can find a reasonable solution that allows the player to proceed with the verification.

Dear Stefan and CasinoGuru Team,

Thank you for your response.

In this particular case, the player may submit an official municipality or government tax document issued in their own name and showing their current residential address. The document must meet the previously communicated verification requirements, including being issued within the accepted timeframe and clearly displaying the player's full name, residential address, issuing authority, and date of issue. It must also be submitted in the required format through the verification section of the player's Stake account.

Should the player currently attend an educational institution, an official letter issued by that institution confirming their residential address, duly signed and stamped, may also be submitted for review.

As previously explained, the Source of Income documentation can only be assessed once the Proof of Address verification has been successfully completed.

Kind regards,

Dear All.

It seems that Stake's representative clearly does not understand my situation or does not want to reach the point of resolving this very distressing situation.

I already said it in my previous message, and I quote:

"I request that Stake clearly and definitively indicate WHICH specific document from its list it considers acceptable for a person in my actual situation, that is: NO TAXES OR PUBLIC SERVICES IN MY NAME , no dependent relationship (I have no employer), NOT BEING A STUDENT , no lease agreement (I live in my own family home) and who operates mostly through Mercado Pago, whose receipts Stake does not accept."

I consider their response disrespectful, especially since it took them five days to reply. (And let's not even mention how long my money has been frozen in my account.)

Therefore, I reiterate very clearly, as I have done before:

How is someone in my situation supposed to prove their address, given that it's the address on my National Identity Document, which is registered with the national government? Perhaps they would accept such an official document as an identity certificate from RENAPER (National Registry of Persons) of the national government?

I eagerly await your response, and hope that we can find a solution to the problem, as I imagine you also want to do.

Greetings.

Estimados.

Parece que el representante de Stake claramente no entiende mi situación o no quiere llegar al punto de resolución de esta situación tan agobiante.

Ya lo dije en mi mensaje anterior, y cito:

"solicito que Stake indique, de forma clara y definitiva, QUÉ documento puntual de su lista considera aceptable para una persona en mi situación real, esto es: SIN TRIBUTOS NI SERVICIOS PÚBLICOS A MI NOMBRE, sin relación de dependencia (no tengo empleador), SIN SER ESTUDIANTE, sin contrato de arrendamiento (vivo en la vivienda familiar propia) y que opera mayormente a través de Mercado Pago, cuyos comprobantes Stake no acepta."

Directamente tomo como una falta de respeto su respuesta, la cual encima tardan 5 días en realizarla. (Y ni siquiera mencionemos hace cuanto está mi dinero congelado en la cuenta).

Por lo que, reitero de forma muy clara como ya lo hice antes:

¿Cómo se supone que una persona en mi situación hace para comprobar su domicilio, teniendo en cuenta que es la dirección que aparece en mi DOCUMENTO NACIONAL DE IDENTIDAD, y el cual está registrado en el estado nacional? ¿Quizás podrán aceptar un documento TAN OFICIAL como lo es una certificacion de identidad del RENAPER (Registro Nacional de las Personas) del gobierno nacional?.

Espero con ansias su respuesta, y que podamos encontrar una solución al problema, como ustedes tambien imagino que quieren hacerlo. 

Saludos.

Dear Stake Casino,

Thank you for your response and for the clarification.

We have reviewed the situation, and considering the player's specific circumstances, we would kindly ask you to reconsider whether the player's government-issued ID card could be accepted as Proof of Address.

The player's residential address is clearly stated on the ID card and matches the address provided during the verification process. As the player does not have utility bills, a tenancy agreement, an employer, or a bank account showing the relevant address, it appears that the ID card may be the only official government-issued document available to them that confirms their current residential address.

Could you please review this possibility with your relevant department and let us know whether the ID card could be accepted in this particular case?

We look forward to your response and hope we can find a reasonable solution that allows the verification process to move forward.

Dear Stefan and CasinoGuru Team,

Following your request, we have reviewed the player's circumstances again with the relevant KYC team.

Regarding the Argentine National Identity Document, we can confirm that, although the document displays the player's residential address, it cannot be accepted as Proof of Address for the purposes of this verification.

However, taking into account the player's particular circumstances, we can confirm that an official certificate issued by RENAPER (Registro Nacional de las Personas) may be submitted as Proof of Address.

For the RENAPER certificate to be accepted for review, it must:

- Display the official coat of arms of the República Argentina and the official letterhead of RENAPER / Ministerio del Interior;

- Include the player's full DNI number and CUIT/CUIL;

- Include an official QR code or electronic signature, such as a GDE/GEDO code; and

- Be submitted as the original PDF file.

Please note that any documentation submitted must be genuine, unaltered and provided in its original format in accordance with our verification requirements.

Once the player's Proof of Address has been successfully verified, the relevant team will guide the player through the documentation that may be submitted for the subsequent Source of Income verification.

We hope this provides the specific clarification requested and allows the verification process to move forward.

Kind regards,

Dear nehuendepaoli,

Thank you for your response.

As it can be seen from Stake's latest response above, they have now reviewed your specific circumstances with their KYC team and confirmed that an official certificate issued by RENAPER (Registro Nacional de las Personas) can be accepted as Proof of Address in your case.

Please review the requirements provided by Stake and, if you are able to obtain the specified RENAPER certificate, submit it through the verification section of your Stake account.

Once submitted, Stake will be able to review the document and proceed with the verification process.

I hope this provides a suitable solution and allows us to move forward with your complaint.

Dear nehuendepaoli,

Thank you for your response and continued cooperation.

We understand that obtaining the requested RENAPER certificate depends on the administrative process of the issuing authority and may therefore take some time.

At this stage, it is not yet known in which exact format RENAPER will provide the certificate. However, we hope that it will be issued as an original PDF, as Stake has specifically indicated that the RENAPER certificate should be submitted in its original PDF format.

I will extend the timer by an additional seven days to allow you more time to obtain the document. If necessary, we can extend the timeframe further while you are waiting for RENAPER to process your request.

Please keep us updated once you receive the certificate or if there are any developments regarding its issuance.

Thank you for your cooperation.