Stake Casino - Pelaajan kotiutusprosessi viivästyy asiakirjaongelmien vuoksi.

I have completed the required documents and the first 3 levels . However, even though I send every document requested at Level 4, it is rejected every time. but the problem is, I sent all the documents I could regarding the bank statement. They Wamt me to upload my payslips but I don’t have.I even sent the tax documents to them.I don't have any other documents I can send. Please someone help me.

Dear mattchan03,

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 (apart from those mentioned in your message) and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

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.

For level 4, I have uploaded my payslip with the bank statement, unfortunately I can only uploaded only my latest and Feb payslip since I have thrown away MARCH payslips.

For the bank statement, I have to download through bank website, since the bank which is linked to my payslip doesn't give a physical copy of banking statement, since it is part of them "going green". That's why I have to get the bank statement from their website and generated as PDF. Those can show my salary. I have uploaded as well my bank account linked to the payslip where you can see the same account number as the banking statement.

Also,I uploaded the tax returns and loan documents but they told me missing the offical stamps and signatures.However , the government and bank MUST NOT stamp and sign to me.It's very unreasonable.

I sent the last one today.

Hoping this will satisfy your need. It feels like hell and frustrating just to block my account .

Have you sent email to me from<CasinoGuru@consultant.com>?

Thank you for your reply, mattchan03. Good that you asked, because this is not our official email address. All casino.guru representatives have @casino.guru at the end of the email address, and if we need some additional information, we either ask for it via a complaint thread or we ask players to send it to our email address (also via complaint threads). Please do not engage in any further communication with this entity.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru (just to make sure - this is the only email address I personally would contact you from if necessary)? Alternatively, you can post it here. Thank you in advance.

Dear mattchan03,

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,
Kristina
Casino.Guru