Stake Casino - La cuenta del jugador está suspendida temporalmente.

The account was temporarily suspended around 8:00 PM on July 30th.

After contacting the customer center, I was told to complete KYC verification steps 2-4, so I completed KYC verification up to step 4 around 11 PM on July 31st.

I contacted the live customer center to ask them to lift the suspension since I had completed up to step 4, and this time they said They ask me to send an email to .

I sent an email to the above email address around 11:00 PM on July 31st.

As of now, there has been no response and the live customer support center just keeps repeating that the documents have been sent to their team and that I should wait.

I was told that it could take up to 72 hours for a final inquiry.

It's been 72 hours and I still haven't received a response.

I am unable to withdraw the money in my account even though I have not violated the Terms of Service.

Also, even though I completed all the KYC verification they said, they still haven't responded.

7월 30일 오후 8시경 계정이 일시적으로 정지되었습니다.

고객센터 문의 결과 KYC 인증을 2~4단계를 마무리하라고 하여 7월 31일 오후 11시경 4단계까지 KYC 인증을 마무리 하였습니다.

라이브 고객센터에 4단계까지 완료를 했으니 일시정지를 풀어달라 문의를 하니 이번엔 accounts@stake.com 으로 메일을 보내라고 합니다.

7월 31일 오후 11시경 위 메일 주소로 메일을 보냈으나

현재까지 아무런 답장도 없으며 라이브 고객센터에서는 자기 팀에 서류가 넘어갔으니 기다리라는 말만 반복합니다.

마지막 문의에 최대 72시간 소요될 수 있다는 말이 있었습니다.

현재 72시간이 지났음에도 아무런 답변을 받을 수 없습니다.

나는 서비스 약관을 위반한적이 없음에도 내 계정에 있는 돈을 출금할 수 없게되었습니다.

또한 그들이 말하는 KYC인증을 모두 완료 하였음에도 그들은 아무런 대답도 없습니다.

Dear chi544548,

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

Please understand that KYC is a crucial and essential process, during which the casino ensures 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 takes KYC lightly and it might take a few working days to complete this thorough process. 

• Could you please advise what specific documents you have provided for the 2-4 steps of verification?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Have you received any confirmation messages regarding your KYC submission?

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, 

Natalia

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

It's been resolved.

You can delete it

해결되었습니다.

지워주셔도됩니다

Dear chi544548,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru