Stake Casino - Pelaajan kotiutus on viivästynyt.

Hello, I deposited USDT cryptocurrency and made a few sports bets, and now I can't withdraw.

They want me to verify the third and fourth steps.

For the 3rd, I send them an electricity invoice as well as a note stating that the electricity has been paid, but they don't accept it.

For the 4th step, I upload a note from my employer with the salaries for the last 6 months and they still don't accept it.

здравейте депозирах usdt крипто валута и направих няколко спортни залога, и сега не мога да тегля.

искат ми верификация на трета и четвърта стъпка.

За 3та им изпращам фактура за ток както бележка пт изипей че тока е платен, но не я приемат.

за 4та стъпка качвам бележка от работодател със заплатите з последните 6 месеца и пка не проемат.

Dear Petshavkova,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Stake.com.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you have access to your player's account? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, I have access to my account.

The current balance was achieved without a bonus.

Our communication is as follows: they want an electricity invoice + proof of payment (I upload them and they ask for them again)

Здравейте, имам достъп до акаунта си.

текущия баланс е постигнат без бонус.

комуникацията ни е следната: искат фактура за ток+доказателство за плащане(качвам ги и ги търсят намово)

Thanks for your reply and explanation of the situation.

If the issue persists, please forward your interaction with the casino's verification department or support so we may review the situation.

Send the information to my email at tomas@casino.guru. I apologize for the inconvenience.

Looking forward to your reply.

Dear Petshavkova,

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,
Tomas
Casino.Guru

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

Dear Petshavkova,

Could you please share any updates regarding the verification progress?

Looking forward to your reply.

No development.

hello

Никакво развитие.

здравейте

Thank you very much, Petshavkova, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Petshavkova for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Stake Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

Dear Peter,

Firstly, we would like to note that no documentation has been uploaded for review in the past month.

To proceed, the complainant is required to submit a utility bill accompanied by payment proof for Level 3. Alternatively, they may submit one of the following:

- Council tax, municipality bill, or government-issued tax letter and proof that their taxes have been paid

- Social insurance statement

- An official letter from their employer or educational institution confirming their address (signed and stamped)

- Tenancy agreement

- Reference letter from a bank with a bank statement

- Lease agreement, or proof of apartment/house ownership

Please note that all information on the document must be clearly visible, and the document must be signed and stamped by the issuing authority.

For Level 4 verification, the complainant must upload their bank statements and payslips for the last three months. If payslips are not available, they may alternatively provide one of the following, along with a bank statement that clearly shows the origin of the initially deposited funds :

- Tax returns

- Gifts

- Inheritance

- Real estate income

- Business income

- Lottery winnings

- Company sale proceeds

- Divorce settlements

- Loans

- Mining income

The documents must be signed and authenticated with the seal of the authority that issued the document. 

For security and efficiency, all documents must be uploaded directly through the user's Stake.com account via this link:h­ttp­s:/­/st­ake.co­m/s­ett­ing­s/v­eri­fic­ation.

We request that all necessary documents be compiled into a single, unlocked PDF file. Also, please note that original documents are required and must be submitted as photographs. We do not accept photocopied or scanned documents, as well as documents in digital format.

Kind regards,

Thank you for the update Stake Casino representative. I would like to ask if you could clarify what was wrong with the previously submitted documents so the player will be able to provide you with valid documentation. Thank you in advance for your clarification!

Dear Peter and Petshavkova,

We would like to highlight that the document submitted for Level 3 verification was rejected 47 days ago due to the photo being blurry. Since then, no new document has been uploaded, although the player has been actively communicating with our Accounts team via email regarding the reasons for the previous rejections and the documents required to successfully verify the account.

Additionally, the player is required to provide a bank reference letter alongside the bank statement.

Please be advised that until the verification process is fully completed, the restrictions on the player's account will remain in place.

Kind regards,

Dear Petshavkova,

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.