Stake Casino - Pelaajan kotiutuspyyntö on viivästynyt.

Stake allowed me to deposit funds many years ago when there were players constantly using level 1 accounts when it comes to KYC. When I tried to withdraw this amount, my account was placed in hold and I was able to verify it all the way to level 3 which is more than most accounts out there. Level 4 was then asked which was proof of funds. Over the past few years, I've sent several documents regarding legit sources of funds such as freelance work payments and even a full-time contract on a 40 hours a week retail job at a reputable company in Portugal. Even with this, they keep sending me the same automatic message and not caring at all about paying these funds. I don't mind getting my account closed but having my funds frozen, is simply a scam, since earlier withdrawals were completed and deposits. I have a normal job in Portugal and work for my money so this case which has been frozen for many years is just absurd. How can a company that's so big in this business act like this amount of money.

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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.

• When was the last time you made a deposit at this casino?
• What is your current real-money balance in your casino account?
• Do you currently have any pending withdrawal requests in your account?
• Which documents have you most recently submitted to the casino for account verification, and when exactly did you send them?
• When was the last time you communicated with the casino regarding the verification of your account?

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

Last time of deposit: 5th of November of 2023

Current balance: 945 EUR or 1096 USD

No pending requests but they are holding my funds which is mostly the same thing.

I just updated them with my most recent paychecks and banks statement proving the reception of such amount. This is what they were asking for all the time and now that I provided it to them this week, they keep sending the same automated rejection. I believe they dont even check each situation manually. These documents are 100% oficial by my work company and my bank.

The last time I contacted? Today and I received the same rejection

Please forward me the documents that keep getting rejected by the casino at veronika.f@casino.guru. Kindly include your most recent conversations with customer support regarding your issue as well. Thank you for your cooperation.

Dear GDragonn,

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.

Dear GDragonn

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello GDragonn,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Stake Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Lucia and GDragonn,

As outlined in Clause 4.8 of our Terms of Service, additional Know Your Customer (KYC) documentation may be requested at any stage of the review process. We also reserve the right to restrict access to services, payments, or withdrawals until a user's identity and source of funds have been sufficiently verified. These measures form part of our standard compliance obligations and are intended to protect both our users and the integrity of the platform.

In this particular case, the player's account remains under review as the required Source of Funds verification has not yet been successfully completed.

We would also like to clarify that the player has been informed on multiple occasions of both the reasons for the rejection of previous submissions and the documentation required to proceed. The player's most recent Level 4 submission was made more than 20 days ago and was rejected because the documents provided did not meet the verification requirements.

To proceed with the review, the player is required to successfully complete Level 4 verification by providing one of the accepted Source of Funds documents. The preferred option would be:

• Original, photographed payslips for the last three months. These must be signed and stamped by the employer or issuing authority; and
• Matching bank statements clearly showing the corresponding salary payments.

Alternatively, the player may provide another acceptable Source of Funds document, including:

• Tax returns: must show the taxpayer's name, social security number, adjusted gross income, and a consistent income history;
• Investment statements: must show the customer's name, account number, brokerage details, investment value, and any dividends or interest earned;
• Real estate documentation: must include a copy of the deed or title and a property tax bill;
• Mining income: must include a ledger of the cryptocurrency mined, together with the wallet address and transaction hash;
• Inheritance: must include a copy of the will or trust document and death certificate;
• Company sale documentation: must include a letter detailing the company sale, signed by a licensed solicitor or regulated accountant on letter-headed paper;
• Loan documentation: must include an executed, signed and stamped loan agreement together with a bank statement showing the received funds and current balance;
• Gifts: must include a written donor statement confirming the gift amount, date, and relationship to the recipient;
• Lottery winnings: must include a receipt of winnings and supporting documentation showing the origin of the funds initially deposited;
• Divorce settlements: must include the divorce settlement agreement and a bank statement clearly showing receipt of funds;
• Business income documentation: must include business licences, tax returns, and financial statements.

The player has also been advised that all documents must be submitted as original photographs or unlocked PDF files through the verification section of their Stake account. Screenshots, photocopies, scanned copies, PayPal transaction screenshots, or documents submitted through unrelated communication channels cannot be accepted for verification purposes.

At present, the review cannot progress further until the required documentation is submitted in the appropriate format and successfully verified. Once this occurs, the relevant team will be able to continue the assessment and communicate the outcome to the player.

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

Kind regards,

Dear GDragonn,

Could you kindly provide the requested documents at your earliest convenience? This will help complete the verification process smoothly. I would appreciate it if you could inform me once this has been done, so we can stay updated on the current status of the matter.

I'll then provide a source of funds with three payslips as soon as possible since I got a new job quite recently. If things don't get resolved after the sending of these documents I will reopen a new complaint. Thanks

Dear GDragonn,

I sent you an email. Please check your inbox.

Thank you.

Dear GDragonn,

As the completion of the verification process currently depends on the submission of documentation from your side, we must reject the complaint for the time being due to the lack of required documents.

Please note that this decision does not imply that the casino's actions have been validated, nor does it prevent you from seeking further assistance in the future. Once you obtain and submit the requested documentation to the casino, and if the verification process remains unresolved or you encounter any further difficulties, you are welcome to contact us again. We will be happy to review the matter and, if appropriate, reopen the complaint.

Thank you for your understanding and cooperation.

Kind regards,

Lucia S