It hasn't been resolved. I've raised a complaint on casino.guru, thanks to your suggestions. I hope to get an answer there!!

However, I believe this is such an illegal practice!! I guess this is why they register in countries like Curaćao where there is no proper enforcement of the law.

Thank you for your empathy!! It was indeed very painful waiting for days to get an outcome and resubmitting the documents again and again. The worst part is that I've submitted the same utility bills every time and finally I had to explain to them that the bill issued was from a credible provider and point to their website to get them approved.

Their KYC process is questionable to say the least! Also, who does manual KYC in this age of realtime verifications. The whole KYC process is intentionally designed to make user go through a painful process and deny funds in the name of rejection.

Proofs that the money is withheld:

https://imgur.com/a/w66iefj

Chat history:

https://pastebin.com/LU38a4fG

Rejection email: https://imgur.com/a/nXwkeaa

TLDR: I have submitted all kinds of proofs including tax statements, investment documents, invoices, bank statements. I wonder if I'm applying for a passport or gambling at a casino!! Even after all that, they rejected my KYC stating that I've submitted deceiving documents. Every verification level was a nightmare to deal with. But I managed to get 3 levels verified and the 4th level, they rejected. Result: 5000$ stuck in the account. Tried AskGamblers but they said they don't help with KYC related queries. Feeling dejected and hopeless. I went to the casino to let some steam off but this is what I got in return!! Well done stake!!

Stake.com is blocking my account and not returning the deposited money quoting false compliance reasons. Are they even allowed to withhold user's money ? If compliance was an issue they should never have let user deposit money without proper checks in place. They first let the user deposit the money and then block the account. This amount to stealing. And this looks like a pattern across accounts with balances.

At first, I was uncomfortable sharing the amount of documentation that was requested by them. ID proof, Address proof, Source of funds proof. I'm not even sure if they are going to safely dispose that information off after verifying but then I was desperate since my money is stuck. I submitted the requested documentation. The submissions were rejected multiple time quoting ambiguous reason - please upload a clear selfie with acceptable id that clearly shows your details. I have submitted acceptable IDs with HD resolutions each time and yet they reject the verification each time.

What should my course of action be from here?


Also, are they not making enough money off the casino ? Why steal user's money ?