Stake Casino - El proceso de verificación del jugador está retrasado.

i have submitted documents for level 4 verification (source of funds), bank statement and payslips for last 3 months. this was refused, explanation was that payslips cannot be in digital format and have to be  signed and stamped by the authority who issued that document.

my payslips cannot be stamped as they are system generated, everything in the payslips corresponds to bank statement that i have sent. please can you help cause this has been going on for too long

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Would it be possible to ask your employer to issue an official confirmation regarding your payslips for the last 3 months with a stamp and signature as requested by the casino?
2. Have all your other documents been approved and verified by the casino?
3. When was the last time you communicated with the casino regarding the verification of your account?
4. Have your bank statements been approved, or are they being rejected as well?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hi, thank you for quick response. I understand that kyc is mandatory and important and i am willing to cooperate to get this resolved.

1. i am the owner and director of this company and my company doesn't have stamp so it is impossible for me to get payslips stamped, is there any other way to prove that payslips are official?
2. All other documents have been approved an verified, i have 3 levels of verification completed.
3. Last communication was august 20th when i sent an email asking how much more i will have to wait for getting my level 4 documents reviewed because i have uploaded it on july 11th. on august 21st i checked my stake account and documents were rejected.
4. i believe my bank statement was accepted because of explanation given, but cannot confirm that. This is word to word explanation given on my account: ˝The pay slip you submit cannot be in a digital format. Please upload your bank statement and the pay slip for the last three months. The document (payslip) must be signed and stamped by the authority who issued that document.˝

kyc process on my account is taking quite long time now and i admit it was partly due to my bad understanding of what documents i should send for verification. i would appreciate very much getting helped on this last step because i'm not sure what more i can provide. Thank you!

Please forward me all the communication between you and the casino regarding the verification of your account at veronika.f@casino.guru. Thank you for your cooperation.

Dear milos1235,

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