Stake Casino - El retiro del jugador se retrasa debido a problemas de verificación.

Good day, problem with Stake casino, representatives do not want to withdraw money, asked to go through 4 levels of verification again. I passed them, problems arose with 4, since I do not work officially and I do not have a salary. The money has been delayed in the account for a long time, since I redid the documents to restore the account. I ask for help and a refund to me, as the legal owner. I deposited $ 3,500 and can not withdraw $ 5,600 ...

Добрый день, проблема с казино Stake, представители не хотят выводить деньги, запросили пройти заново 4 уровня верификации. я их прошёл, с 4 возникли проблемы, так как я не работаю официально и у меня нет зарплаты. деньги задерживают на аккаунте уже много времени, так как я переделывал документы, чтобы восстановить аккаунт. прошу помощи и возврата средств мне, как законному владельцу. задепозитил 3500$ и не могу вывести 5600$...

Dear benetton,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem with Stake Casino. To better understand your situation, could you please clarify the following details?

• Am I correct in understanding that all your documents have been successfully approved and verified, except for the source of funds?
• Which documents have you submitted to the casino to verify your source of funds?
• Has the casino provided any explanation as to why your verification was not approved?
• Did the casino offer any alternative options for verifying your identity and financial status?

If you have any relevant emails or screenshots from the casino regarding this matter, please feel free to forward them to veronika.f@casino.guru.

Your cooperation in providing these details will help us investigate and work toward a resolution.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

"Do I understand correctly that all your documents have been successfully approved and verified, except for the source of funds?"

- Yes, that's right, but they don't offer an alternative, I provided a bank statement, it shows that I earn money unofficially (money comes from third parties) and I receive 2-3 thousand dollars a month

"What documents did you provide to the casino to confirm the source of the funds?"

- A bank statement from the bank I use.

"Did the casino provide any explanation as to why your verification was not approved?"

- No, there is no explanation from KYC, support can't say anything at all to these KYC specialists

"Did the casino offer any alternative options to verify your identity and financial status?"

- They offered three ways, if I have an official salary, real estate or a gift of something, I don't have that. But I gave them a bank statement showing my expenses. They simply cancel the bank statement, which is listed in the first point, without the salary. And of course, after I said that I only have a bank statement showing what I spend (one point out of 4), they cancel the only way to confirm.

"Правильно ли я понимаю, что все ваши документы успешно одобрены и проверены, за исключением источника средств?"

- Да, правильно, но при этом они не предлагают альтернативу, банковскую выписку предоставил, там видно что я зарабатываю неофициально(деньги приходят от третьих лиц) и получаю 2-3 тысячи долларов в месяц

"Какие документы вы предоставили казино для подтверждения источника происхождения средств?"

- Банковскую выписку от банка, которым пользуюсь.

"Предоставило ли казино какое-либо объяснение, почему ваша верификация не была одобрена?"

- Нет, объяснений нет от KYC, поддержка не может вообще ничего сказать этим специалистам KYC

"Предлагало ли казино какие-либо альтернативные варианты подтверждения вашей личности и финансового положения?"

- Предлагали три способа, при наличии зарплаты официальной, недвижимости или дарственного чего-то, у меня этого нет. Но при этом я дал им выписку с банка, где видны мои растраты. Они просто отменяют выписку с банка, который у них в первом пункте указан, без заработной платы. Ну и конечно после того, как я сказал что у меня только выписка с банка есть с тем, что я трачу(один пункт из 4-ех) - они единственный способ подтверждения отменяют.

upd: my application for level 4 was accepted, but now I have to wait for a response by email from other employees, as I understand it, this is the longest...

upd: мою заявку на 4 уровень приняли, но теперь нужно ждать ответа на почту от других сотрудников, как я понял это самое долгое...

Thank you for keeping me updated. Has your document already been reviewed by the relevant department?

Also, could you kindly specify which "third parties" send you the money that you then deposit into the casino? Such transactions may cause issues, as casinos typically require players to use their own funds.

Dear benetton,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.