Stake Casino - La cuenta del jugador se cierra después del envío de KYC.

Won over 8000 usd, forced to do kyc level 4, uploaded it now my account is closed

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Which documents did you send to the casino for Level 4 KYC?

Have all your documents been checked and approved before your account was blocked?

Have you requested account closure or self-exclusion from this casino?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?

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

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.

Hello,

I provided all the documents, but they were not accepted.

I have NOT requested self-exclusion.

I have played both casino and sports betting.

Hallo,

Ich habe alle Dokumente bereitgestellt, sie wurden aber nicht akzeptiert.

Ich habe KEINEN Selbstausschluss beantragt.

Ich habe sowohl Casino als auch Sportwetten gespielt.

Could you please specify which documents you submitted for your Level 4 verification?

Have you successfully passed Level 1 - Level 3 verifications?

Which casino games did you play? Did you accumulate any winnings with these games?

Levels 1 and 2 were successfully verified before I made my first deposit.

After I uploaded Level 3, my account was locked and I could no longer log in.

I played a variety of games at the casino, but only slots.

I deposited approximately 1400 USD and the account balance ended up being over 8000 USD.

Level 1 und 2 wurden erfolgreich verifiziert noch bevor ich meine erste Einzahlung gemacht habe.

Nachdem ich Level 3 hochgeladen habe, wurde mein Konto gesperrt und ich konnte mich nicht mehr einloggen.

Ich habe verschiedenste Spiele im Casino gespielt, aber ausschließlich Slots.

Ich habe circa 1400 usd eingezahlt und der Kontostand war am Ende bei über 8000 usd.

Which documents did you send to the casino for Level 3 verification?

Dear Nico8888,

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.

I have sent all the documents requested.

ID, proof of address, proof of income and confirmation of the transaction

Ich habe alle Dokumente geschickt, die angefordert wurden.

Ausweis, Adressnachweis, Einkommensnachweis und die Bestätigung des Transaktion

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear Nico8888,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Stake Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear Nico8888,

As informed by our customer support team, you will no longer be able to use our services due to a breach of our Terms and Conditions.

Dear Martina,

We have already sent an email regarding this case.

Kind regards,

Dear Stake Casino, thank you for the email.

Dear Nico8888,

could you please send me the documents for verification you were asked by casino? Your ID (front and back) as well as selfies while holding both the front and back of their identification document, together with a piece of paper displaying their username and the current date.

So 4 photos all together, please send to martina.b@casino.guru

Thank you very much in advance

Dear Nico8888,

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,
Martina
Casino.Guru