Stake Casino - El retiro del jugador se retrasa debido a la verificación sin terminar.

Good evening, I want to file a complaint against the Stake casino and also seek help because the casino under the name Stake.mba, which is one of the popular crypto casinos, is deceiving people for their money. I registered an account at the crypto casino, deposited my personal money, and started placing bets. An hour later, when I had $5,500 in my account, my account activity was suspended. One of the key issues is that customer support cannot explain why they suspended the activity. They requested all 4 levels of verification; I passed the first three with ease, but no document I submit for the fourth level seems to be sufficient. This way, they are withholding my honestly earned money. I will post about this platform on all possible sites until specialists help me or the Stake casino unlocks my account.

Добрый вечер, хочу пожаловаться на казино стейк, а так же попросить помощи так как казино под название Stake.mba, которое является одной из популярных крипто казино обманывает людей на деньги. Я зарегистрировала акаунт крипто казино пополнила свои личные деньги и начала делать ставки, спустя час времени как у меня получилось на акаунте 5500$ мой акаунт приостановили активность, одно из ключевых факторов поддержка ни может сказать по какой причине они приостановили активность. Запросили все 4 уровня верификации, 3 прошел с легкостью, а 4 документ любой документ какой бы я не кидал им не подходит. Тем самым они удерживают мои чесно заработанные деньги, я буду писать на всех сайтах об этой платформе пока мне не помогут специалисты, либо же казино Stake не разблокирует мой аккаунт

Dear Sjaiwb, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify if you submitted the proof of funds document in the correct format? Please note that it should be a photograph of your paper document with all 4 corners clearly visible.

Also, have you submitted a bank statement showing the transactions for the last 3 months? Have you made sure that this document contains all your personal information and shows the deposits you sent into this casino?

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, 

Veronika

So I provided everything correctly with a stamp and signature, took a photo of it in printed form

Так я надавав все правильно з печаткою підписом, сфотографував у друкованому вигляді

Tell me where I can send documents for level 4

Подскажите куда я могу направить документы для 4 уровня

Could you please confirm if you have uploaded the required documents to your player profile? When was the last time you submitted these documents to the casino?

If any documents have not yet been approved by the casino for KYC, please forward them to me at veronika.f@casino.guru for further assistance.

Thank you for your cooperation.

I already sent them to your email, I uploaded them 3 days ago maybe a little more. They are not accepted

Я уже отправил вам их на почту, загружал их 3 дня назад может чуть больше. Из не принимают

Thank you very much, Sjaiwb, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I am waiting for your answer.

чекаю відповіді від вас

I would like to say that I was confirmed as level 4, but they are not letting me withdraw funds.

Хотів би сказати що мені підтвердили 4 рівень, але вони не дають мені знімати кошти

Dear Sjaiwb,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Stake Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Stake Casino,

Could you please provide detailed information regarding this case and clarify the reasons for the non-acceptance of the player's documents for Level 4 verification, which resulted in the withholding of the player's funds?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo and Sjaiwb,

We have been in communication with the complainant regarding his verification process, and we are pleased to inform you that it has been successfully completed and the restriction on his account was removed.

As soon as the restriction was lifted, we informed the complainant of the outcome on the 27th of January (UTC) Since then, the account has been active, and they have been able to utilize its functionality.

Accordingly, we would like to request to mark this case as "Resolved".

Kind regards,

Dear Stake Casino,

Thank you for your prompt response and for resolving the player's issue.

Dear Sjaiwb,

Could you please confirm whether this claim is accurate and if your issue has been resolved to your satisfaction?

Looking forward to your response.

Dear Sjaiwb,

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.

Yes, my account was unblocked.

Да мне разблокировали акаунт

Dear Sjaiwb,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best Regards,

Kubo