Stake Casino - La cuenta del jugador ha sido suspendida.

My account was suspended on 3rd october 2024 on stake due to which i was unable to place bet or withdraw my winnings.They asked me to do level 4 verification.

Level 1 and level 2 verification were completed earlier.

Firstly they asked me to upload ANY document in my name for level 3 verification consisting of my address, then they rejected it stating me to upload utility bills.

I did it, but they asked me to upload utility bills and the payment receipts for the last 3 months.

I uploaded a couple the utility bills and they rejected all of them.

This is harassment as i have already uploaded all the required documents requested by them. They keep on rejecting documents for no particular reason, i have submitted all the documents asked by them.

This is pure harassment as my winnings got stuck for no reason and they rejected my verification for no particular reason.

Kindly escalate my matter as i have all the documents ready which is required for level 3 and level 4 verification. I hope you will help me in this situation.

I am attaching the screenshot of the relevant conversations with stake team.

Thanks in advance for your cooperation.

I have some issue with upload attachments but can send you to your email.

Regards,

Maria Lucia

Dear vanillasky299,

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 advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I provided utility bill on 26 November. My bannk statement in correct format and meet their address verification standard. But they want utility bill. But utility bills in my country it's just payment confirmation (of course it's poor data)

Dear vanillasky299, could you send me the documents you provided to the casino at dominika.l@casino.guru?

Also, did you accumulate your winnings with or without an active bonus?

Dear vanillasky299,

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.

Sorry for delay. I sent my documents to dominika.l@casino.guru. I have a bonus on my account but they block me after 2.5% of wager. So I didn't complete it.

Thank you very much, vanillasky299, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi vanillasky299,

I've reviewed your situation, and I’m sorry to learn about your difficulties with verifying your address. I’ll assist you by reaching out to the casino to see what can be arranged once they respond. In the meantime, can you please clarify what line is the address on the utility bills you sent to us?

Dear Stake Casino, I would like to include you in this conversation to help resolve the player's complaint. Could you provide additional details regarding this case? Specifically, can you clarify why the submitted utility bills were rejected? Are there any alternative options to verify the address, except for utility bills?

I look forward to your response. If you have any supporting evidence, feel free to email it to me at natalia.b@casino.guru.

Best regards,

Natalia

Dear Natalia,

Three days ago, we emailed the complainant regarding their Level 3 document submission, which was rejected because it only included utility bills without the corresponding proof of payment.

To reiterate, they need to upload both the bills and their respective payment confirmations for the last 3 months.

For security and efficiency, all documents must be uploaded directly to Stake.com through their account using this link: https://stake.com/settings/verify. They can photograph and compile all required documents into a single, unlocked PDF file, but we haven't yet received a response or any new documents since their last submission.

Kind regards,

Thank you for the clarification, Stake Casino.

Dear vanillasky299, please, provide the casino with the missing documents (confirmation of payments for your utility bills) so that they can proceed with verifying your account. Let us know when it's done.

Dear vanillasky299,

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.

We’ve reopened this complaint at the request of vanillasky299. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We have received the following message from the player:

I uploaded the bills and their respective payment confirmations for the last 3 months about 2 weeks ago. Still "reviewing"

Dear Stake Caisno, could you please update us about the level 3 verification for the player? Have you received the documents in the format you requested?

Dear vanillasky299,

We would like to inform you that you will receive a verification link at your registered email address within the next few hours (if you haven't already). Please complete the verification process as soon as you can, as the link expires within 7 days.

Once this procedure is finalized, we will contact you to advise on the next steps.

We appreciate your cooperation and understanding.

Kind regards,

Dear vanillasky299, have you checked the link the casino representative mentioned? What was requested from you? Have you received any other information alongside the link?

I completed it yesterday. Nothing changed. Still can't play on stake

Dear Stake Casino, do you have any updates about the player's verification?

Dear vanillasky299 and Natalia, 

The verification link has been completed, and the user now needs to complete Levels 3 and 4. The previous submission was rejected seven days ago due to document validity concerns. We requested a new document, but there has been no update. Please review the alternative document options below and submit them directly through your Stake.com account using this link: https://stake.com/settings/verify.

Alternative document options:

Council tax, municipality bill, or government tax letter with payment proof.

Social insurance statement.

Official employer or educational institution letter confirming address, stamped and signed.

Tenancy agreement.

Bank reference letter.

We appreciate your understanding and cooperation. 

Kind regards, 

So like I said in the beginning stake rejected every document that I sent to them. Why they asked verification via link if I still need lvl 3 and 4 to verify my account. it's jumping through unlimited hoops and they always have one new more for me.

Dear vanillasky299, can you provide the casino with the updated documents for Level 3 (proof of address) verification? The casino listed the accepted documents in their message, which you can also find here: https://help.stake.com/en/articles/5328375-proof-of-address-acceptable-documentation.

I did a few times already. I don't have different documents anymore

Dear vanillasky299, you only have utility bills? You don't have any other documents that contain your address?

Dear vanillasky299,

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.