1- As per terms and conditions you can ask the customer anything in the name of KYC. Stake forces users to submit passport or their balance is gone. You can start asking "letter from the president" else your funds are gone.
That would surely lift most of the complaints off, but back in 2015 our intentions were to make as anonymous casino as possible (when crypto and all that stuff appeared).
Ain't much changed since then - we added email KYC and that's all what have changed about anonymity.
FAQ for the complaints